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… This is an exciting time for Allwyn UK, as we start to run the National Lottery and begin to transform our Retail Estate with NEW technology and Permanent Point of Sale (PPOS). This role will be a management role within the overall Retail Deployment Transformation team – who's clear objective is to inspire and lead Allwyn’s Retail execution plans, delivering excitement and change while engaging our trusted retail partners and valued retail players with an enhanced and modernised retail transformation programme. We are looking for a Deployment Contact Centre (DCC) Team Leader to support our Deployment Delivery Manager to manage Deployment Project Executives. Our DCC Managers will oversee and support their team's delivery of the provision of services to retailers and coordinate with the Deployment Operations Centre (DOC) and DCC Delivery Manager ensuring Allwyn provides excellent customer service and continually assess the quality of its products and services. They will play a crucial management role in ensuring successful execution across several functions: PPOS, Technology & Field sales. What you’ll be doing… Performance & Quality: Manage the day-to-day processes and procedures within the deployment delivery framework to optimise productivity and enhance the quality of outcomes. Manage the day-to-day activities of your team members to act and implement relevant solutions to further optimise deployment delivery. Support and lead your teams the use of the Deployment Management System (Site Tracker) to ensure delivery of the retailer interaction model and quality survey data Planning: Work closely with the wider Deployment & CRC function to develop and execute plans for asset deployment and retailer interaction. While also aligning with internal teams and stakeholders to ensure delivery and execute against required milestones. Adapt and deliver against objectives, timelines, and any additional resource requirements. Collaborate with stakeholders to gather requirements and expectations. Consider and lead on the impacts deliverables and how they will best inform our process post Deployment completion. Work closely with the DCC Delivery Manager to identify operational improvements that enhance the service and promote successful outcomes Collaborate with the wider Deployment teams to understand and support third party operation and retail interaction. Implementation of Deployment Software: Support on the delivery requirements of deployment software, ensuring deployment delivery requirements are central to the software build. Team Coordination: Lead and develop project team members, playing a critical role in fostering a growth mindset across direct reports that in turn encourages a strong environment for development and progression. Collaborate with Customer and retail care, Technology, operations, and other relevant departments to ensure plans are aligned and well considered. Provide guidance and support to team members throughout the deployment planning process. Risk Management: Identify potential risks and develop mitigation strategies. Proactively address issues that may arise during the deployment retailer contact approach. Reporting and Analysis: Work closely with DCC Delivery Manager to regularly prepare progress reports on Deployment Project Teams delivery. Present and showcase your team's ownership for service delivery performance, incidents and retailer expectations What experience we’re looking for… Experience of leading teams/functions with a multi skilled skill set Experience of leading highly engaged and driven KPIs/SLA driven teams executing projects in time pressured environments Experience in customer services excellence, with a clear focus on providing excellent customer service to clients and stakeholders Experience in working collaboratively with internal and external team members while bringing the outside in in terms of knowledge and 3rd party specialist. Supporting skills: Experience working in retail environments, executing sales strategies, while considering account specific requirements Strong leadership & management capabilities and can inspire and motivate the team to deliver excellence Commercially aware, focused on delivering ambitious sales growth targets and budget performance against forecasts Customer focused, with a partnership led approach Digitally forward thinking, quick to embrace new retail technology and inspire and motivate your team and retailers to adopt new technology. Key Measures of Success Successful implementation of the NEW National Lottery Point-of-Sale assets across our Retail estate Delivery of sales targets through a successful deployment programme Availability of The National Lottery products, ensuring all players can purchase the games they want in all sales outlets Customer service measures – minimising disruption through a programme of change Player protection compliance measures – continuity of compliance messages through the relationship of PPOS and POS material Retailer engagement measures Team engagement measures Delivery of deployment planning phases, within the overall agreed budget forecasts, achieving cost efficiencies where possible. 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 £30m 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 £500 wellness allowance Access to nutritional advisor and personal trainers Discounted Health Assessments Complimentary Financial coaching Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues, we continue to create a place of work where people feel rewarded and can succeed. A place of belonging… We want 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. We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.