IMC Technician

At the heart of everything we do is our vision to change lives every day and our mission to grow The National Lottery responsibly and champion its impact.

We are Allwyn UK part of the Allwyn Entertainment Group a multi-national lottery operator with a market-leading presence acrossthe USA (Michigan and Illinois) andEurope includingCzech Republic Austria GreeceCyprusand Italy.

While the main contribution of The National Lottery to society is through the funds togood causes at Allwynwe put our purpose and values at the heart of everything we us as we embark on a once-in-a-lifetime largescale transformation journey by creating a National 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

To Manage Terminal faults through to resolution using effective troubleshooting processes and diagnostics ensuring that the quality of service delivered to retailers is of the highest level and in line with agreed targets is of priority

To minimise customer down time and repeat calls

To communicate and escalate any service affecting issues to customer operations and the wider business.

What youll be doing

Whether directly received or transferred from 1st line (Hotline) to manage faults and issues in agreed timescales

Accountability of repair cycle to ensure technical and software faults are resolved within SLA

Own and manage the 2nd line support communication to Retailers regarding technical and software faults

Consistently use troubleshooting knowledge and expertise of all National Lottery equipment to maximise Terminal up time.

Manage relationships with key stakeholders and 3rd party service providers providing a central point of contact and expertise

Consistent delivery of compliance and quality standard across all processes & procedures in line with Allwyn and Customer and Retail Care standards

Achieving Retailer satisfaction and engagement scores in line with agreed KPIs

Provide Customer and Retail Care (Hotline) with inbound call support as requested

What experience were looking for

Ability to provide great customer service through excellent interpersonal skills

Knowledge of ITSM methodology is preferable

Knowledge of CRM systems

A thorough knowledge of the gaming communication systems used by Allwyn pertaining to lottery terminals

A thorough knowledge of lottery terminal functionality and communication networks which enable correct fault-finding and terminal malfunction resolution

A thorough knowledge of diagnostic tools

Experience of working to Service Level Agreements

Experience of fault management

Experience of liaising with third party suppliers

Ability to use Microsoft Office to maintain and create documents and spreadsheets.

Experience of using ITSM & CRM systems such as Service Now Salesforce Zendesk etc.

Key Measures of Success

Ticket interactions Using Service Now to log and update tickets whilst maintaining a high level of quality.

Calls Inbound and outbound calls Ensuring Retailer and Supplier calls are answered within SLA

Being Brilliant mindset All interactions (inbound / outbound calls logged tickets etc..) are approached with the same quality and first call resolution approach

SMS and Survey Offering the SMS update service to retailers alongside updating Service Now to reflect this. Offering the survey on retailer inbound interactions.

About us

At Allwyn we are dedicated to changing lives and growing the National Lottery responsibly championing its positive impact on people places and the planet.

• Innovation -We pride ourselves on it!Wereconstantly looking for new ways to excite our customers bringing new products to market toenjoywhich is all supported 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 andgood causesin the UK Our aim is to have doubled this number by the end of the first 10-year license.

• Sustainability Our aim is to become a net zero national lottery. We have 2030 targets to decarbonise our operations and transitioned to renewable energy providers made our London and Watford offices zero gas and ensured our fleet consists of low-emission additionwereworking with our value chain partners to develop a net zero target date.

• Empowering every voice We believe in creating a culture where everyone feels they belong can be themselves has access to opportunities and can thrive for the benefit of good diverse teams are working hard to make all parts of The National Lottery inclusive whether people play a game in a store or onlinebecause when everyone can play everyonewins..

An inclusive reward offering with wellbeing at the centre

At Allwyn inclusion is built into how we care for our people. Our benefits and policies support colleaguesand their familiesat every stage of life and career. By prioritising wellbeing and belonging we create a workplace where everyone feels valued rewarded and empowered to people are more than colleagues -theyrewinners driving positive change and making a real difference in communities.

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

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.

BENEFITS

• CompanyBonusScheme

• Matched pension contributions up to 8.5%

• 26 days annual leave 2 Life Days (and bank holidays)

• Single Private Health Cover

• Complimentary Private Medical

• Income Protection

• Flexible Benefits EV SchemeMoney Coach Will WritingMortgage AdviceDental and Eye Care Schemes.

• EnhancedFamily Leave (MaternityPaternity Adoption)

• WellnessAllowance500

• Employee AssistanceProgramme

• Discounted Health Assessments

• Volunteering Days

• Matched Funding

Required Experience:

IC