At a Glance
- Tasks: Support players at risk by promoting responsible play through calls and webchats.
- Company: Join Allwyn UK, a leading lottery operator dedicated to social good and innovation.
- Benefits: Enjoy flexible working, wellness allowances, and generous leave policies.
- Other info: All roles require background checks; we value diversity and inclusivity in our workplace.
- Why this job: Be part of a transformative journey that prioritises player safety and community impact.
- Qualifications: Strong data management skills and a passion for protecting vulnerable players are essential.
The predicted salary is between 36000 - 60000 £ per year.
We are currently recruiting for the position ‘Responsible Play Advisor’. This role is critical to promote responsible play and protect participants within the National Lottery.
What you’ll be doing
- Deliver outbound responsible play calls to players who have been identified as ‘at risk’
- Adopt a sensitive and empathetic approach when speaking with at‑risk players
- Liaise with other teams within the department to help resolve customer complaints relating to responsible play
- Accurately apply breaks and exclusions, as well as reviewing account limits, along with other relevant account information, for ‘at risk’ and/or long‑term unhealthy play accounts
- Analyse and monitor potential ‘at‑risk’ indicators in our internal systems
- Support the Team Manager, in meeting Team SLAs and targets
- Act as an Ambassador for responsible play at the National Lottery, and promote responsible play habits at all times
- Be available for training as required
- When business requirements determine, support the wider contact centre team by taking inbound web chats and calls from our players
- Ad hoc tasks and projects as required and as directed by the management team
What experience we’re looking for
- Comfortable with having difficult conversations with at‑risk and vulnerable players
- Good data management skills and experience of using MS products
- Have a genuine interest in promoting responsible play and protecting vulnerable players
- Must have a thorough understanding of all TNL responsible play online tools and limits
- Excellent attention to detail and a high level of accuracy
- Able to work in a high‑volume environment
- Self‑motivated individual with excellent communication skills and the ability to handle sensitive information discreetly
- Able to prioritise workload and work to tight deadlines
- Must be adaptable to changing procedures and be able to work with a variety of different business stakeholders
- Must have an excellent understanding of the mechanics of all National Lottery games and products
- Must have a proven track record of effective customer objection handling
- Be a positive team player that reflects the company values
Key Measures of Success
- Ensure at‑risk participants are protected from harms potentially caused by TNL products
- Achieve a minimum conversion of 60% (positive changes on the account) when having responsible play conversations with players – a reduction in spend and play limits or an account exclusion
- Manage daily workload to deliver the Participant Protection strategy for at‑risk players in a timely manner
- Achieve individual and team KPIs
Benefits
- Company Bonus Scheme
- 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 scheme, money coach, will writing, mortgage advice, dental and eye care schemes
- Enhanced family leave (maternity, paternity, adoption)
- Wellness allowance £500
- Employee assistance programme
- Discounted health assessments
- Volunteering days
- Matched funding
We are a Disability Confident Leader, meaning we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled and neurodivergent colleagues and candidates. We offer an interview to disabled applicants who meet the essential requirements of the job.
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.
Responsible Play Advisor in Watford employer: Allwyn UK
At Allwyn UK, we are committed to creating a workplace that prioritises wellbeing and inclusivity, making us an exceptional employer for those passionate about responsible play. Our comprehensive benefits package, including a company bonus scheme, enhanced parental leave, and wellness allowances, reflects our dedication to supporting our employees' personal and professional growth. Join us in our mission to transform The National Lottery while enjoying a collaborative and innovative work culture that values diversity and empowers every team member to contribute to meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Responsible Play Advisor in Watford
✨Tip Number 1
Familiarise yourself with the principles of responsible play and the specific tools used by The National Lottery. Understanding these concepts will not only help you in your role but also demonstrate your genuine interest in promoting responsible gaming during interviews.
✨Tip Number 2
Network with professionals in the gambling and customer service sectors. Engaging with others who have experience in responsible play can provide valuable insights and may even lead to referrals or recommendations for the position.
✨Tip Number 3
Prepare for potential scenario-based questions that assess your ability to handle sensitive situations. Think about how you would approach conversations with at-risk players, as this will showcase your empathy and communication skills.
✨Tip Number 4
Stay updated on the latest trends and regulations in responsible gambling. Being knowledgeable about current issues and advancements in player protection will set you apart as a candidate who is proactive and committed to the cause.
We think you need these skills to ace Responsible Play Advisor in Watford
Some tips for your application 🫡
Understand the Role:Before applying, make sure to thoroughly read the job description for the Responsible Play Advisor position. Understand the key responsibilities and required skills, such as promoting responsible play and handling sensitive information.
Tailor Your CV:Customise your CV to highlight relevant experience and skills that align with the role. Emphasise your data management skills, communication abilities, and any previous experience in customer service or responsible gaming.
Craft a Compelling Cover Letter:Write a cover letter that showcases your genuine interest in promoting responsible play. Use specific examples from your past experiences to demonstrate how you can contribute to Allwyn's mission of making The National Lottery the safest place to play.
Proofread Your Application:Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Allwyn UK
✨Understand Responsible Play
Make sure you have a solid grasp of what responsible play means, especially in the context of The National Lottery. Familiarise yourself with their tools and limits, as well as the importance of protecting vulnerable players.
✨Show Empathy and Sensitivity
Since the role involves speaking with at-risk players, demonstrate your ability to handle sensitive conversations. Prepare examples from your past experiences where you've successfully managed delicate situations with empathy.
✨Highlight Data Management Skills
Be ready to discuss your experience with data management and using MS products. Provide specific examples of how you've used these skills in previous roles, particularly in high-volume environments.
✨Emphasise Teamwork and Adaptability
Allwyn values team players who can adapt to changing procedures. Share instances where you've worked collaboratively with others and how you've adjusted to new challenges or processes in your previous jobs.
