Provisioning Representative

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 maximise trading terminal availability in the estate
• To manage retail events within a mixed portfolio of low level accounts in line with agreed SLAs and processes

Department Description:

• Customer & Retail Care service the customers and retailers of the national lottery brand across a multi-channel environment to agreed regulatory and internal performance targets for customers and retailers - satisfaction service delivery healthy play and compliance performance targets.

Team Description:

• The Retail Provisioning Team is responsible for the end to end management of all installations de-installations changes to terminals and related activities within the retailer estate ensuring that the maximum number of terminals are trading at all times.

What youll be doing

• Manage Customer expectations and develop relationships with key stakeholders providing a central point of contact and expertise
• Manage and coordinate retail events within a defined customer portfolio in line with agreed processes and SLAs.
• Effectively manage the customer (retailer) experience to ensure that issues are resolved efficiently.
• Promote the TNL brand at all times by providing a customer centric (Being Brilliant) experience.
• Maximise recovery of assets through consistent use of dormant processes.
• Escalate complex issues and queries to Manager.
• Liaise with and act as a central point of contact for retailers and internal teams to achieve departmental KPIs and SLAs.
• Maintain the consistency and accuracy of all data input into department databases
• Build knowledge of key retail customers customer categories and specific customer requirements.
• Prepare and produce management information as required.
• Continually look for ways of improving agreed departmental KPIs to enhance the customer experience.

What experience were looking for

• Experience in using Microsoft
• Previous experience of using CRM platforms and/or other business systems / databases
• Previous experience of working with customer facing teams or in a customer services environment
• Demonstrable specialised knowledge/skills in a customer contact area
• Ability to plan and prioritise multiple activities
• Is aware of the commercial impact of own decisions/actions
• Good problem solving skills with experience of resolving complex problems
• Previous experience of customer liaison

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