2 weeks ago Be among the first 25 applicants
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.
Department Description:
Customer & Retail Care service the customers and retailers of the national lottery brand, across a multi-channel environment to agreed regulatory and internal performance targets for customers and retailers - satisfaction, service delivery, healthy play and compliance performance targets.
Team Description
● The Incident Management Team (IMC) have the responsibility to successfully and effectively manage any hardware and software faults for National Lottery terminals, ensuring that the maximum number of terminals are trading at all times
● The team is also responsible for managing escalations and utilising third party services to resolve issues where required. The team is focussed on achieving high levels of first time fix rates and avoiding repeat calls to ensure minimum terminal down time.
Purpose of Role:
● To Manage Terminal faults through to resolution using effective troubleshooting processes and diagnostics, ensuring that the quality of service delivered to retailers is of the highest level and in line with agreed targets is of priority
● To minimise customer down time and repeat calls
● To communicate and escalate any service affecting issues to customer operations and the wider business
Key Accountabilities or Duties:
● Whether directly received or transferred from 1st line (Hotline), to manage faults and issues in agreed timescales
● Accountability of repair cycle to ensure technical and software faults are resolved within SLA
● Own and manage the 2nd line support communication to Retailers regarding technical and software faults
● Consistently use troubleshooting knowledge and expertise of all TNL equipment to maximise Terminal up time.
● Manage relationships with key stakeholders and 3rd party service providers, providing a central point of contact and expertise
● Consistent delivery of compliance and quality standard across all processes & procedures in line with Allwyn and Customer Operations standards
● Achieving Retailer satisfaction and engagement scores in line with agreed KPI's
● Provide Customer Operations (Hotline) with inbound call support as requested
Skills & Experience:
● Ability to provide great customer service through excellent interpersonal skills
● Knowledge of ITIL methodology is preferable
● A thorough knowledge of the gaming communication systems used by Allwyn pertaining to lottery terminals
● A thorough knowledge of lottery terminal functionality and communication networks which enable correct fault-finding and terminal malfunction resolution
● A thorough knowledge of diagnostic tools
● Experience of working to Service Level Agreements
● Experience of fault management
● Experience of liaising with third party suppliers
● Ability to use Google apps, Microsoft Word and Excel to maintain and create documents and spreadsheets
* 26 days paid leave (plus bank holidays)
* 2 x Life Days
* 4 x Salary of Life Insurance
* Pension: we'll match your contribution up to 8.5%
* Single Private Health Cover
* Income Protection
* Enhanced parental leave (maternity and paternity)
* Eye Care, Dental and Cycle To Work schemes
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Engineering and Information Technology
* Industries
Non-profit Organizations and Primary and Secondary Education
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