Customer Experience Agent

• Application Deadline: March 22 2026
• Edinburgh

Job Description

Salary: 30286 per annum

The start date for this role is Monday 25 May 2026

As part of our friendly and passionate Customer Experienceteam youll speak to our fantastic players every day. Whether its helpingthem sign up to play or accessing their My Account answering questions or sharingthe exciting news that theyve won a prize youll be there to make everyinteraction feel special.

Youll support players in claiming non-cash prizes and helpthem feel informed every step of the way. Some conversations may involveplayers who need a little extra time or care and so were looking for peoplewho can bring empathy patience and sound judgement to every interaction.

Best of allyoull have the opportunity to showcase the incredible impact our players makeon charities helping them feel proud to be part of something truly conversation is a chance to build genuine connections share joy andbrighten someones day.

Your tasks will include:

• Handling a variety of interaction types to support our players requests across contact channels such as phone and email etc.
• Supporting players with signing up general queries online account support and claiming prizes and much more.
• Accurately inputting data into our in-house systems.
• Following all relevant regulatory and compliance standards with a focus on responsible play data protection and safeguarding best practices.

What Were Looking For:

• A natural communicator that brings warmth clarity and professionalism to every conversation whether its over the phone or by email demonstrating a passion for helping players feel valued heard and appreciated.
• A keen eye for detail. You notice the little things that make a big difference.
• Confidence using IT systems including Office 365 and the ability to navigate multiple platforms with ease.
• A team player who brings positive energy and supports others.
• Someone who can recognise when a player might need a little extra support and respond with kindness and care.
• An understanding of (or willingness to learn about) the responsibilities of working in a regulated lottery.
• Motivation to achieve great results while spreading joy.
• The ability to juggle tasks and adapt to changes whilst staying calm cheerful and focused - even on busy days.

More information:

Our interview process is designed to be warm welcoming andgive you a real feel for what its like to be part of our team. It begins witha friendly screening call from our recruitment team where well get to knowyou a little better and answer any questions you might have.

If were a good match youll be invited to a one-hourface-to-face interview at our modern offices in Charlotte Square will be a competency and strengths-based conversation giving you thechance to show us what makes you a great fit for the role.

We anticipate holding face-to-faceinterviews between 30 March and 17 April.

This role requires the successful candidate to work avariety of shifts with most (or all if you prefer) of your week spent in ourEdinburgh office where youll be part of a supportive team. Our permanent baseis Charlotte Square however well be temporarily relocating to South Gyle forapproximately five months from April while our office is refurbished.

We offer a thorough and supportive5-week induction programme which will take place onsite to help you settle inand succeed so were looking for someone who can fully commit to this trainingperiod onsite at our offices.

Were anticipating lots of interest in this role so the advert may close earlier than planned. If it sounds like the right fit for you wed love to receive your application soon.