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've 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, largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.
Role Purpose: We are committed to maximising returns to Good Causes through selling National Lottery products in a socially responsible way, with a lot of people playing a little.
Our main priorities are the prevention of underage play and excessive play and to ensure our players are kept safe online. We are currently recruiting for the position of Responsible Play Advisor to join our Responsible Play Team within our Customer and Retail Care department.
This is an important role as it is critical in helping to achieve our ambition of making The National Lottery the safest place to play, by promoting Responsible Play and delivering our targeted Responsible Play interventions programme.
The team are responsible for managing inbound and outbound calls and webchats from players identified as potentially at risk, by our online behavioural analytics model.
The Customer and Retail Care department provides end to end support at agreed customer service and gambling commission standards to all players and retail customers.
Role Responsibilities: 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 Responsible Play 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 Achieve KPIs Act as an Ambassador for Responsible Play at The National Lottery, and promoteResponsible 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 Key Measures of Success: Achieve KPIs Ensure all GAMCOM requirements are met Deliver a successful interventions programme on behalf of The National Lottery Requirements Key Skills and Experience: Good Data management skills and experience of using Google Sheets or MS excel.
Have a genuine interest in promoting Healthy Play and protecting vulnerable players.
Must have a thorough understanding of all The National Lottery Healthy Play online tools and limits.
Excellent attention to detail and a high level of accuracy.
Able to work in a high-volume work 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.
Benefits 26 days paid leave (plus bank holidays) Annual bonus scheme 2 x Life Days 4 x Salary of Life Insurance Pension: we'll match your contribution up to 8.5% Single Private Health Cover £500 Wellness Allowance Income Protection Enhanced parental leave (maternity and paternity) Eye Care, Dental and Cycle To Work schemes