At a Glance
- Tasks: Provide first-line support to players and retailers, resolving queries and ensuring excellent service.
- Company: Join Allwyn UK, a leading lottery operator committed to positive societal impact.
- Benefits: Enjoy competitive pay, generous leave, wellness allowances, and a supportive work environment.
- Other info: Dynamic workplace with a focus on innovation, sustainability, and inclusivity.
- Why this job: Be part of a transformative journey that makes a real difference in people's lives.
- Qualifications: Strong customer service skills and ability to work in a team or independently.
The predicted salary is between 28000 - 30000 £ per year.
Description
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 across the USA (Michigan and Illinois) and Europe, including Czech Republic, Austria, Greece, Cyprus and 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.
We’ll talk a bit more about us further down the page, but for now – let’s talk about the role and who we’re 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 Allwyn’s customers both inbound and outbound and ensuring completion of any associated actions that are required within agreed performance and quality measures.
- What you’ll be doing…
- Identify customer requirements and where possible, resolve retail and player queries e. g. account issues, customer complaints and player system issues.
- Undertake ad-hoc data entry if requested
- Handle High Tier winner calls and deliver the agreed High Tier winner process, taking and transferring confidential information onto player or retail CRM systems/databases during the contact so that it can be referred to the Winner Services Team.
- 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 KPI’s set.
- What experience we’re looking for…
- Awareness of the mechanics of all National Lottery games and products (Desirable but not essential)
- Awareness of working in a highly regulated area
- Demonstrates strong customer service skills
- Ability to extract and input data into CRM systems in line with internal processes & awareness of GDPR.
- Can work well as part of a team but also alone
Key Measures of Success
- Achieving KPI’s set
- Ability to navigate around Microsoft computer systems as appropriate
- 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 in role.
About us
We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better.
* Innovation - We pride ourselves on it!
We’re 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 we’ll be happy to help.
An inclusive reward offering with wellbeing at the centre…
At Allwyn, we’ve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers.
- Here’s 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
Contact Centre Agent in Watford employer: Allwyn Entertainment
Allwyn UK is an exceptional employer dedicated to changing lives through the National Lottery, offering a vibrant work culture that prioritises innovation, inclusion, and employee wellbeing. With generous benefits such as a company bonus scheme, matched pension contributions, and a wellness allowance, employees are empowered to thrive both personally and professionally. Located in a dynamic environment, Allwyn fosters growth opportunities and champions a diverse workforce, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Agent in Watford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allwyn Entertainment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allwyn Entertainment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Agent in Watford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allwyn Entertainment:Your cover letter is your chance to shine! Tell us why you want to work at Allwyn Entertainment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allwyn Entertainment!
How to prepare for a job interview at Allwyn Entertainment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
