At a Glance
- Tasks: Lead projects to enhance customer experiences and streamline service processes.
- Company: Join Allwyn UK, a dynamic leader in the lottery industry.
- Benefits: Enjoy competitive pay, generous leave, and wellness support.
- Other info: Be part of a diverse team committed to sustainability and community impact.
- Why this job: Make a real impact on customer service while driving positive change.
- Qualifications: Experience in process improvement and project management is essential.
The predicted salary is between 50000 - 60000 £ per year.
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 and Europe. 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 by creating a National Lottery that delivers more money to good causes.
The Service Improvement Manager role is integral to the success of the Customer & Retail Care department by making the experience of our players, retailers and the colleagues in the department optimal. This helps manage costs to budget, maximises the experience received and future proofs the service offered.
What you’ll be doing:
- Identify and deliver enhanced experiences for players and retailers.
- Create and implement a strategy to reduce and eliminate the need to contact through deflecting contact to self-service channels and driving first contact resolution on all channels.
- Embed departmental ways of working in regards to experience and ensure these are validated.
- Own a portfolio of projects initiated both within Customer & Retail Care and from the wider Allwyn organisation.
- Support the Business Transformation Manager shape and champion the customer service strategy.
- Be a subject matter expert on all department processes to help inform future changes.
- Conduct function reviews to optimise the operation.
- Manage process and knowledge management documentation to agreed business standards.
- Consider risk and compliance for the department.
- Facilitate workshops both within the department and externally.
What experience we’re looking for:
- Experience in process improvement methodologies and techniques (for example Lean Six Sigma).
- Some transformation and strategy design experience.
- Project Management skills.
- Business and Change Readiness skills (including requirement gathering and validation).
- BPM (architecture, standards and mapping skills).
- Experience in AI deployment desirable.
- Strong presentation skills (both creating and delivery).
- Experience in working with reasonably large data sets independently.
- Eye for detail (to support testing, risk management and compliance).
Key Measures of Success:
- Successful supporting of the design of future contact strategy.
- Successful delivery to time, budget and outcomes for assigned company projects.
- Successfully champion to approve internal projects then deliver to the measurable results agreed.
- Accuracy of documented work (processes, knowledge base, chatbot and procedures).
About us:
At Allwyn, we are dedicated to changing lives and growing the National Lottery responsibly, championing its positive impact on people, places, and the planet. We pride ourselves on innovation and are constantly looking for new ways to excite our customers. Our aim is to have doubled the amount generated for charities and good causes by the end of the first 10-year license. We aim to become a net zero national lottery by 2030 and have already transitioned to renewable energy providers.
We believe in creating a culture where everyone feels they belong, can be themselves, has access to opportunities and can thrive for the benefit of good causes. Our diverse teams are working hard to make all parts of The National Lottery inclusive.
Our benefits include:
- 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 which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled and neurodivergent colleagues and candidates. If you need any assistance or adjustments to this job description or in the application process, please contact a member of the talent team.
Service Improvement Manager in Watford employer: Allwyn UK
Allwyn UK is an exceptional employer that prioritises innovation, inclusion, and employee wellbeing, making it a fantastic place to work as a Service Improvement Manager. With a strong commitment to personal and professional growth, employees benefit from a comprehensive rewards package, including generous leave, health cover, and a supportive work culture that champions diversity and empowers every voice. Located in a dynamic environment, Allwyn offers the unique opportunity to contribute to meaningful change while being part of a large-scale transformation journey that positively impacts communities across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Service Improvement Manager in Watford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission to change lives and how your skills can contribute to that. Tailor your answers to show you're a perfect fit for their culture.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are genuinely interested in joining our mission at Allwyn.
We think you need these skills to ace Service Improvement Manager in Watford
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see how much you care about improving customer experiences and making a difference in the National Lottery.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience and skills. Use keywords from the job description to show us that you understand what we're looking for in a Service Improvement Manager.
Be Clear and Concise:Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see why you're the right fit for the role!
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Allwyn UK
✨Know Your Stuff
Make sure you’re well-versed in process improvement methodologies like Lean Six Sigma. Brush up on your project management skills and be ready to discuss how you've applied these techniques in past roles. This will show that you’re not just familiar with the concepts, but you can also implement them effectively.
✨Showcase Your Strategy Skills
Prepare to talk about your experience in transformation and strategy design. Think of specific examples where you’ve successfully shaped a customer service strategy or improved processes. This is your chance to demonstrate how you can contribute to Allwyn's mission of enhancing player and retailer experiences.
✨Data is Your Friend
Since the role involves working with large data sets, come prepared with examples of how you’ve used data to inform decisions or drive improvements. Be ready to discuss any tools or software you’ve used for data analysis, as this will highlight your analytical skills.
✨Engage and Communicate
Strong presentation skills are key for this role. Practice explaining complex ideas clearly and concisely. During the interview, engage with your interviewers by asking insightful questions about their current strategies and challenges. This shows your interest and helps you stand out as a proactive candidate.
