Contact Centre- Webchat Agent

Job Description

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About us:

We are the new operators of the UK's National Lottery licence from February 2024. Join us as we embark on a large-scale transformation to build a bigger, better, and safer National Lottery that delivers more to Good Causes. As one of the UK's largest brands, you'll have a unique opportunity to work with a significant media budget.

Allwyn offers a once-in-a-lifetime opportunity for individuals from within and outside the betting and gaming industry to contribute to giving the National Lottery a fresh start. Allwyn is part of the Allwyn Entertainment Group, a multinational lottery operator with a strong presence in Austria, the Czech Republic, Greece, Cyprus, and Italy.

Role Purpose:

• Provide first-line support to players and retailers within departmental KPIs and Gambling Commission requirements, ensuring high-quality service.
• Handle customer contacts via webchat, completing necessary actions within performance and quality standards.
• Manage up to 3 live chats simultaneously, navigating two screens to address queries efficiently.
• Maintain good grammar, fast typing, and attention to detail in a fast-paced environment.

Department & Team Description:

The Customer Operations department offers end-to-end support to all players and retail customers, adhering to customer service and Gambling Commission standards. The contact centre manages all inbound and outbound communication via phone, webchat, email, and other channels, with this role focusing on webchat responses.

Role Responsibilities:

• Follow processes and guidelines to handle webchat contacts, meeting SLAs and team targets.
• Identify customer needs and resolve queries related to accounts, complaints, and systems.
• Refer issues to appropriate departments using correct escalation procedures.
• Stay informed about Allwyn's operations, products, and procedural updates.
• Log contact information and gather qualitative data accurately.
• Perform ad hoc data entry and verify player data integrity.
• Handle winner claims, ensuring confidentiality and proper documentation.
• Achieve KPIs and act as a positive representative of Allwyn.
• Participate in training as required.

Key Measures of Success:

Organisational Competencies:

• Business Expertise: Developing knowledge in customer contact areas.
• Product & Service Knowledge: Understanding available products and services.
• Problem Solving & Customer Focus: Responding to requests and investigating issues.
• Planning & Organising: Prioritising work to meet deadlines.
• Continuous Improvement: Suggesting process enhancements.
• Decision Making & Influence: Making informed decisions and advising customers.

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