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Location

Watford, Hertfordshire | United Kingdom

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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:

We are currently recruiting for the position ‘Contact Centre Agent - Healthy Play’. 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 Healthy Play and delivering our targeted Healthy Play interventions programme.

Team Description:

The Healthy Play team, located within Customer Operations. They are responsible for managing inbound and outbound calls and webchats from players identified as potentially at-risk, by our online behavioral analytics model.

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.

Role Responsibilities:

• Deliver outbound Healthy 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 Customer Ops teams to help resolve customer complaints relating to Healthy Play.
• Accurately apply breaks and exclusions, along with other relevant account information, for ‘at risk’ and/or long term unhealthy play accounts.
• Analyse and monitor potential ‘at-risk’ indicators in CIP and other internal systems.
• Support the Team Manager, in meeting Team SLAs and Targets
• Achieve KPIs
• Act as an Ambassador for Healthy Play at The National Lottery, and promote Healthy 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 Cust Ops Management team
• 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

• Good Data management skills and experience of using Microsoft application.
• Have a genuine interest in promoting Healthy Play and protecting vulnerable players.
• Must have a thorough understanding of all TNL 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 a proven track record of effective customer objection handling.
• Be a positive Team Player that reflects the company values.

Benefits

• 34 days paid leave (This includes bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: We’ll contribute 8.5%
• BUPA
• £500 wellness allowance
• Income Protection

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Job tags

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Salary