Contact Center Agent

Company	Allwyn UkSee more
Address	Watford, Northamptonshire
Category	Customer Service

Job description

About us:

We are the new operators of the UK’s National Lottery licence from February 2024. Join us as over the next year we embark on a largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to Good Causes. As one of the UK largest brands you’ll have a once in a lifetime opportunity to work with one of the UK biggest media budgets.
Once-in-a-lifetime opportunities exist for people from within and outside the betting and gaming industry to join us play a part in giving the National Lottery a fresh start. Allwyn is 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.

Role Purpose:

To provide first line support to both players and retailers within the agreed departmental KPIs and Gambling Commision requirements, ensuring that an optimum level of service is delivered at all times.
To handle contacts from all of Allwyn's customers both inbound and outbound and across all media, complete any associated actions that are required. Do this within agreed performance and quality measures

Department Description:

The Customer Operations department provides end-to-end support at agreed customer service and Gambling Commission standards to all players and retail customers.

Team Description:

The contact centre is responsible for managing all inbound and outbound communications from customers, retailers and players via telephone, web-chat, email and all other correspondence.

Role Responsibilities:

Follow process and handling instructions and guidelines to handle inbound and outbound contacts (i.e. calls, e-mails and webchat and any other media introduced), meeting SLAs and team targets
Identify customer requirements and where possible resolve retail and player queries e.g. account issues, customer complaints and player systems matters
Where necessary, refer issues to relevant internal /external department using correct escalation procedures, Maintain a knowledge of Camelot’s operating model and keep abreast of all new Lottery products, games, initiatives and changes to

procedures

Gather qualitative player data and log contact related information into relevant systems
Undertake ad hoc data entry as requested
Undertake the verification of player data and integrity
Receive winner claims and deliver the agreed winner process, taking and transferring confidential information onto player or retail information systems/databases during the contact so that it can be referred to the winners advisers
Achieve KPIs
Act as an ambassador for Camelot, using knowledge of the organisation and our offerings to promote Camelot in a positive way at any given opportunity
Be available for training as required

Key Measures of Success:

Organisational Competencies/Measures

Business Expertise: Has developed knowledge and skills in a specific customer contact area; may still be acquiring higher level skills
Product & Service Expertise: Has developed a good understanding of all the products and services available via the customer contact channel
Delivering Solutions (Problem Solving): Solves problems by selecting from a range of well defined solutions
Delivering Solutions (Customer Focus/Communication): Responds to non- standard requests from internal and/or external customers; investigates with assistance from others as needed. Exhibits consistent and appropriate communications style and customer focused-approach to a variety of situations
Delivering Solutions (Planning & Organising): Prioritises and organises own work to meet agreed upon deadlines and quality/accuracy standards
Delivering Solutions (Continuous Improvement & Process): Highlights new opportunities to continuously improve current working practices within own team
Impact (Decision Making): Makes decisions related to own work. Receives regular but moderate supervision and guidance
Impact (Influence): Provides information and advice to customers on basic product/service offerings. Is aware of the effect of actions on external relationships.

Requirements

Ability to use Aspect telephone systems in order to make and receive telephone calls
Knowledge of Webchat
Understanding of the mechanics of all National Lottery games and products
Ability to extract and input data into systems as appropriate so that information is logged in full in line with Data Protection Act.
Ability to navigate around Microsoft computer systems as appropriate.

Benefits