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- Tasks: Provide top-notch customer support via email and letter for The National Lottery.
- Company: Join Allwyn UK, a leading multi-national lottery operator focused on positive change.
- Benefits: Enjoy a competitive salary, generous leave, wellness allowance, and inclusive perks.
- Other info: Work in an inclusive environment with excellent career growth opportunities.
- Why this job: Be part of a transformative journey that supports good causes and promotes responsible play.
- Qualifications: Strong written communication skills and a passion for customer service.
The predicted salary is between 30000 - 42000 £ per year.
Overview
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.
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 via email or letter and ensuring completion of any associated actions that are required within agreed performance and quality measures.
What you’ll be doing
- Responding to customers via email or letter
- Identify customer requirements and where possible, resolve retail and player queries e.g. account issues, customer complaints and 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 and 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 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
Key Measures of Success
- 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 quarterly objectives agreed & set with line managers
- Able to work under pressure within a highly regulated business with a drive for continuous development and improvement 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 careers@allwyn.co.uk and we’ll 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, 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.
A place of belonging
We want to create one of the UK’s 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 we’ve 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.
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Customer Service Agent - Written Correspondence employer: Allwyn UK
Contact Detail:
Allwyn UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent - Written Correspondence
✨Tip Number 1
Get to know Allwyn and its mission! Research the company’s values and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your communication skills! Since this role involves written correspondence, make sure you can express yourself clearly and professionally. Try drafting responses to common customer queries to get into the groove.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining Allwyn and contributing to the greater good.
We think you need these skills to ace Customer Service Agent - Written Correspondence
Some tips for your application 🫡
Show Off Your Writing Skills: Since this role is all about written correspondence, make sure your application showcases your best writing. Use clear, concise language and pay attention to grammar and punctuation. We want to see how well you can communicate in writing!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to highlight your relevant experience and skills that match the job description. We love seeing candidates who understand what we’re looking for.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can connect with our customers, so don’t be afraid to show us who you are and why you’re passionate about this role at Allwyn.
Apply Through Our Website: Make sure to apply through our website for the best chance of being noticed! It’s the easiest way for us to keep track of your application and ensure it gets to the right people. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Allwyn UK
✨Know Your Stuff
Familiarise yourself with the National Lottery products and services. Even if it's not essential, having a basic understanding will show your enthusiasm and commitment to the role. Research Allwyn's mission and values to align your answers with their goals.
✨Show Off Your Writing Skills
Since this role involves written correspondence, practice your email etiquette and clarity. Prepare examples of how you've effectively communicated in writing before, whether it’s resolving customer issues or handling complaints.
✨Be Customer-Centric
Demonstrate your strong customer advocacy by sharing specific instances where you went above and beyond for a customer. Highlight your ability to empathise and resolve queries efficiently, as this is key to succeeding in the role.
✨Prepare for Pressure
The job requires working under pressure, so think of examples from your past experiences where you thrived in challenging situations. Be ready to discuss how you manage stress and maintain quality service even when things get hectic.