Customer Service Agent Written Complaints

Join our journey to create a new experience for The National Lottery and help us to power change for the greater good.

We are Allwyn UK part of the Allwyn Entertainment Group a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic Austria Greece Cyprus & Italy.

While the main contribution of The National Lottery to society is through the funds to good causes at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime largescale transformation journey by creating a National Lottery that delivers more money to good causes.

Well talk a bit more about us further down the page but for now lets talk about the role and who were looking for

A bit about the role

To provide first line support to both players and retailers within the agreed departmental KPIs and Gambling

Commission requirements ensuring that an optimum level of service is always delivered. This consists of handling

contacts from all of Allwyns customers via email or letter and ensuring completion of any associated actions that are

required within agreed performance and quality measures.

What youll be doing

• Investigating and resolving customer complaints thoroughly and fairly ensuring outcomes are accurate and compliant with company and regulatory standards.
• Compiling high quality written correspondence
• Identify customer requirements and where possible resolve retail and player queries e.g. account issues customer enquiries and player system issues.

• Escalate contentious issues raised by email or letter to the respective areas of the business
• Undertake ad-hoc data entry if requested
• Be available for training as & when required
• Act as an ambassador for Allwyn using knowledge of the organisation and our offerings to promote Allwyn in a

positive way at any given opportunity whilst achieving KPIs set.

What experience were looking for

• Proven experience in complaint handling customer correspondence in a regulated or customer focused environment
• Exceptional written communication skills with the ability to write clearly concisely and empathetically
• Awareness of the mechanics of National Lottery products (Desirable but not essential)
• Awareness of working in a regulated business
• Strong customer advocacy and customer service
• Working in a team environment
• Familiar with Microsoft suite products
• Ability to work with several departments and key stakeholders

Key Measures of Success:

• Attention to detail
• Ability to navigate around Microsoft computer systems as appropriate
• Excellent written skills
• Understanding of the mechanics of all National Lottery games and products
• Work with team manager on quarterly objectives agreed & set with line managers
• Able to work under pressure within a highly regulated business with a drive for continuous development and improvement in role.

About us:

Weve developed ground-breaking technologies built player protection frameworks and have a proven track record of making lotteries better.

• Innovation - We pride ourselves on it! Were constantly looking for new ways to excite our customers bringing new products to enjoy which is all underpinned by our responsible play values and making them accessible to all.
• Giving back Did you know that playing the lottery generates around 30m a week for charities and good causes in the UK Our aim is to have doubled this number by the end of the first 10 year licence
• Sustainability Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this
• Inclusion and accessibility We are making all parts of The National Lottery inclusive whether you play a game in a store or online.

If you need any assistance or adjustments to this job description or in the application process please contact a member of the talent team at and well be happy to help.

**Being the custodians of the National Lottery license is a big responsibility so all of our roles are subject to extensive background checks**

An inclusive reward offering with wellbeing at the centre

At Allwyn weve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers.

Heres a list of some of the fantastic benefits we offer

• Company bonus scheme
• Matched pension contributions up to 8.5%
• 26 days annual leave 2 Life Days (and bank holidays)
• Complimentary Private Medical
• Life Assurance
• Enhanced Maternity & Paternity leave
• 500 wellness allowance
• Access to nutritional advisor and personal trainers
• Discounted Health Assessments
• Complimentary Financial coaching

Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues we continue to create a place of work where people feel rewarded and can succeed.

A place of belonging

We want to create one of the UKs most inclusive organisations where people can bring the best of themselves to do their best work every day for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination harassment or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs the job requirements and the individual qualifications. Allwyn encourages applications from individuals regardless of age disability (visible or hidden) sex gender reassignment sexual orientation pregnancy and maternity race religion or belief and marriage and civil partnerships.

We are a Disability Confident Leader which means weve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.

Required Experience:

Unclear Seniority