Customer Service Agent Complaints Correspondence 6 Months FTC

Join our journey to create a new experience forTheNationalLottery 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 presenceacross Europewhichincludes:Czech Republic Austria Greece Cyprus & Italy.

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

Welltalk a bit more about us further down the page but for now letstalk about the role and whowerelooking for

A bit about the role

This is a 6 Months FTC to provide first line support to both players and retailers within the agreed departmental KPIs and Gambling Commission requirements ensuring thatan optimumlevel 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 arerequiredwithin agreed performance and quality measures.

Whatyoullbe doing

• Investigating and resolving customer complaints thoroughly and fairly ensuring outcomes areaccurateand compliant with company and regulatory standards.

• Compiling high quality written correspondence

• Identifycustomer requirements and where possible resolve retail and player queries e.g. account issuescustomerenquiriesand 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 & whenrequired

• Act as an ambassador for Allwyn using knowledge of the organisation and our offerings to promote Allwyn in apositive way at any given opportunity whilst achieving KPIs set.

What experiencewerelooking 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 quarterlyobjectivesagreed & set with line managers

• Able to work under pressure within a highly regulated business with a drive for continuous development and improvement in role.

Aboutus:

Wevedeveloped ground-breaking technologies built player protection frameworks and have a proventrack recordof making lotteries better.

• Innovation-We pride ourselves on it!Wereconstantly looking for new ways to excite our customers bringing new products to enjoy which is all underpinned byourresponsibleplayvaluesandmaking themaccessible to all.

• Giving back Did you know that playing the lottery generates around 30m a week for charities andgood causesin the UK Our aim is to have doubled this number by the end of thefirst10 yearlicence

• Sustainability Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this

• Inclusion and accessibilityWe are making all parts of The National Lottery inclusive whether you play a game in a store or online.

If you need anyassistanceor adjustments to this job description or in the application process please contact a member of the talent team atandwellbe happy to help.

An inclusive reward offering with wellbeing at the centre

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

Heresa 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 andinclusivity andare enhanced with features thatbenefitour colleagues (and their families). By offering a variety of benefits that support ourcolleagues we continue to create a place of work where people feel rewarded and can succeed.

A place of belonging

We wantto 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 ofgood 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 employment decisions at Allwyn are based on the business needs the job requirements and the individual 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 meanswevetaken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and part of this we offer an interview to disabled applicants who meet the essential requirements of the job.

Required Experience:

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