Skills

Communication Microsoft Excel Customer Service Social Media

Job Specifications

Join our journey to create a new experience for The National Lottery and help us to power change for the greater good.

We are Allwyn UK, part of the Allwyn Entertainment Group - a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic, Austria, Greece, Cyprus & Italy.

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 by creating a National Lottery that delivers more money to good causes.

We'll talk a bit more about us further down the page, but for now - let's talk about the role and who we're looking for...

A bit about the role...

To maximise the customer service delivery in Allwyn's contact centre, servicing National Lottery Players and Retailers as part of the wider Customer Operations team
To track, authorise and report on the Holiday allowances of all members of the Customer Operations team
To assist with the time tracking of all colleagues employed by our third-party suppliers Brook Street and Foundever
To assist with other duties in the Planing team as required
16 hours per week

Department Description:

The Customer Operations department provides end-to-end support at agreed customer service and Gaming Commission standards to all players and retail customers. We are responsible for dealing with all inbound and outbound contacts with Players of national Lottery games and Retailers who sell those games. We deal with inbound calls, chats, emails, letters, complaints and social media contacts from Players and inbound calls, emails and outbound calls from / to Retailers. In addition Customer operations helps assist with getting Retailers started with selling national Lottery products and andy change in their circumstances

Team Description:

The Planning team are responsible for the forecasting of workload and the design of the shift patterns to meet that workload and exceed our GamCom Targets. The real-time function of the team maximises our ability to hit service levels on a minute-by minute basis. The MI team report on our performance both internal and external to Customer Operations.
You will be joining the Planning area of the team reporting into Siobhan Smart

What you'll be doing...

Mark Holiday requests from colleagues in Customer Operations and keep records
Calculate allowances and balances of holidays by individual and team
Build holiday systems in Amazon and Microsoft Excel
Help with the authorisation of weekly temp claims within time limits
Assist with Foundever billing and keeping to budget
Attend team, operations and third-party meetings as required
Assist the Planning and wider team with Planning related tasks

What experience we're looking for...

Experienced Planner / Holiday Management professional in Allwyn or a similar business
Excellent written and oral communication skills
Quickly become competent in use of the Verint Workforce Management Tool, as well as multiple other packages
To be able to utilise google packages to collate and communicate information and data

About us:

We've developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better.

Innovation - We pride ourselves on it! We're constantly looking for new ways to excite our customers, bringing new products to enjoy which is all underpinned by our responsible play values and making them accessible to all.
Giving back - Did you know that playing the lottery generates around PS30m a week for charities and good causes in the UK? Our aim is to have doubled this number by the end of the first 10 year licence
Sustainability - Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this
Inclusion and accessibility - We are making all parts of The National Lottery inclusive - whether you play a game in a store or online.

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.

**Being the custodians of the National Lottery license is a big responsibility, so all of our roles are subject to extensive background checks**

An inclusive reward offering with wellbeing at the centre...

At Allwyn, we've put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers.

Here's a list of some of the fantastic benefits we offer...

Company bonus scheme
Matched pension contributions up to 8.5%
26 days annual leave + 2 Life Days (and bank holidays)
Complimentary Private Medical
Life Assurance
Enhanced Maternity & Paternity leave
PS500 wellness allowance
Access to nutritional advisor and personal trainers
Discounted Health Assessments
Complime

About the Company

Allwyn UK is part of Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus, and Italy. Over the next two years we are going to embark on a large-scale transformation journey, unparalleled in the existing market, and a once-in-a-lifetime opportunity for anyone both within and outside the betting and gaming industry. We can’t talk too much about our plans – you’ll have to speak to us to find out more – but we can promise a fast-paced, exci... Know more

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