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- Tasks: Manage and resolve hardware and software faults for National Lottery terminals.
- Company: Join Allwyn UK, a leading multi-national lottery operator committed to positive change.
- Benefits: Enjoy 26 days paid leave, private health cover, and enhanced parental leave.
- Why this job: Be part of a transformative journey to create a better National Lottery for good causes.
- Qualifications: Customer service skills and knowledge of ITIL methodology preferred; experience in fault management is essential.
- Other info: This is a full-time role with opportunities for growth in a diverse and inclusive environment.
The predicted salary is between 36000 - 60000 £ per year.
Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.
ABOUT US:
We are Allwyn UK, part of the Allwyn Entertainment Group - a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy. We have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024. We have developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is 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.
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, large scale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.
Department Description:
Customer & Retail Care service the customers and retailers of the national lottery brand, across a multi-channel environment to agreed regulatory and internal performance targets for customers and retailers - satisfaction, service delivery, healthy play and compliance performance targets.
Team Description:
- The Incident Management Team (IMC) have the responsibility to successfully and effectively manage any hardware and software faults for National Lottery terminals, ensuring that the maximum number of terminals are trading at all times.
- The team is also responsible for managing escalations and utilising third party services to resolve issues where required. The team is focussed on achieving high levels of first time fix rates and avoiding repeat calls to ensure minimum terminal down time.
Purpose of 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.
Key Accountabilities or Duties:
- 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 TNL 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 Operations standards.
- Achieving Retailer satisfaction and engagement scores in line with agreed KPI's.
- Provide Customer Operations (Hotline) with inbound call support as requested.
Skills & Experience:
- Ability to provide great customer service through excellent interpersonal skills.
- Knowledge of ITIL methodology is preferable.
- 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 Google apps, Microsoft Word and Excel to maintain and create documents and spreadsheets.
Benefits:
- 26 days paid leave (plus bank holidays).
- 2 x Life Days.
- 4 x Salary of Life Insurance.
- Pension: we’ll match your contribution up to 8.5%.
- Single Private Health Cover.
- Income Protection.
- Enhanced parental leave (maternity and paternity).
- Eye Care, Dental and Cycle To Work schemes.
IMC Technician (FTC until August 2025) employer: Allwyn UK
Contact Detail:
Allwyn UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IMC Technician (FTC until August 2025)
✨Tip Number 1
Familiarise yourself with the ITIL methodology, as it's preferable for this role. Understanding how IT service management works will help you demonstrate your ability to manage incidents effectively.
✨Tip Number 2
Brush up on your knowledge of gaming communication systems and lottery terminal functionality. Being able to discuss these topics confidently during an interview will show that you're well-prepared and knowledgeable.
✨Tip Number 3
Highlight any experience you have with fault management and liaising with third-party suppliers. Be ready to share specific examples of how you've successfully resolved issues in the past.
✨Tip Number 4
Prepare to discuss your customer service skills and how you've achieved high satisfaction scores in previous roles. This is crucial for the IMC Technician position, so think of relevant anecdotes to share.
We think you need these skills to ace IMC Technician (FTC until August 2025)
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and skills required for the IMC Technician position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Relevant Experience: In your CV and cover letter, emphasise any previous experience you have in fault management, customer service, or working with ITIL methodologies. Use specific examples to demonstrate your problem-solving skills and technical knowledge.
Highlight Interpersonal Skills: Since the role requires excellent interpersonal skills, make sure to include examples of how you've successfully communicated with customers or stakeholders in past roles. This will show that you can maintain strong relationships, which is crucial for this position.
Tailor Your Application: Customise your CV and cover letter for Allwyn UK by incorporating their values and mission into your application. Mention your enthusiasm for contributing to a more inclusive organisation and how you can help achieve their goals.
How to prepare for a job interview at Allwyn UK
✨Understand the Role
Make sure you thoroughly understand the responsibilities of an IMC Technician. Familiarise yourself with the key accountabilities, such as managing terminal faults and ensuring high levels of service delivery. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Technical Knowledge
Be prepared to discuss your knowledge of lottery terminal functionality and communication networks. Highlight any experience you have with diagnostic tools and fault management, as these are crucial for the position. Providing specific examples from your past work can really make you stand out.
✨Emphasise Customer Service Skills
Since the role involves significant interaction with retailers, it's important to showcase your customer service skills. Prepare examples of how you've successfully resolved customer issues in the past, focusing on your interpersonal skills and ability to communicate effectively under pressure.
✨Familiarise Yourself with ITIL Methodology
While knowledge of ITIL methodology is preferable, demonstrating a willingness to learn about it can also be beneficial. Research the basics of ITIL and be ready to discuss how it relates to incident management and service delivery, showing that you're proactive and eager to improve your skills.