Customer Experience Agent

Postcode Lottery UK; City of Edinburgh; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Competitive salary

36 days holiday

Flexible working hours

Pension with Scottish Widows 10% + 4%

Private healthcare from day one

Ridacard travel benefits

Five-week induction onsite

Job summary

Postcode Lottery Group in Edinburgh is seeking a Customer Experience Agent to engage with players across phone and email, guiding them through sign-up, account access, and prize claims with warmth and care.

You will handle data input, maintain compliance with data protection, and ensure every interaction reflects the charity-driven mission of the organisation, with a supportive team in a modern office setting.

Qualifications

• Natural communicator with warmth and professionalism.
• Keen eye for detail and accuracy.
• Confidence using IT systems, including Office 365.
• Team player who supports others and stays positive.
• Empathetic with customers and able to handle sensitive interactions.
• Understanding/regarding responsible play in regulated lotteries.

Responsibilities

• Handle a variety of interactions across phone and email to support players.
• Assist with sign ups, general queries, account support and prize claims.
• Accurately input data into in-house systems.
• Adhere to regulatory standards, data protection and safeguarding best practices.

Skills

Communication

Attention to detail

Office 365

Team player

Empathy

Regulatory knowledge

Tools

Office 365

Job description

What You Will Do As Customer Experience Agent

As part of our friendly and passionate Customer Experience team, you’ll speak to our fantastic players every day. Whether it’s helping them sign up to play or accessing their ‘My Account’, answering questions, or sharing the exciting news that they’ve won a prize, you’ll be there to make every interaction feel special. You’ll support players in claiming non-cash prizes and help them feel informed every step of the way. Some conversations may involve players who need a little extra time or care, and so we’re looking for people who can bring empathy, patience, and sound judgement to every interaction. Best of all, you'll have the opportunity to showcase the incredible impact our players make on charities, helping them feel proud to be part of something truly meaningful. Every conversation is a chance to build genuine connections, share joy, and brighten someone's day.

Your Tasks Will Include

• Handling a variety of interaction types to support our players requests across contact channels such as phone and email etc.
• Supporting players with signing up, general queries, online account support and claiming prizes and much more.
• Accurately inputting data into our in-house systems.
• Following all relevant regulatory and compliance standards, with a focus on responsible play, data protection, and safeguarding best practices.

What We’re Looking For

• A natural communicator that brings warmth, clarity, and professionalism to every conversation, whether it’s over the phone or by email, demonstrating a passion for helping players feel valued, heard and appreciated.
• A keen eye for detail. You notice the little things that make a big difference.
• Confidence using IT systems, including Office 365, and the ability to navigate multiple platforms with ease.
• A team player who brings positive energy and supports others.
• Someone who can recognise when a player might need a little extra support and respond with kindness and care.
• An understanding of (or willingness to learn about) the responsibilities of working in a regulated lottery.
• Motivation to achieve great results while spreading joy.
• The ability to juggle tasks, and adapt to changes whilst staying calm, cheerful, and focused - even on busy days.

More Information

The starting salary for this role is £30,286 per annum.

Our interview process is designed to be warm, welcoming, and give you a real feel for what it’s like to be part of our team. It begins with a friendly screening call from our recruitment team, where we’ll get to know you a little better and answer any questions you might have. Screening calls will take place on: 2nd, 3rd, 10th and 11th November.

If we’re a good match, you’ll be invited to a one-hour, face-to-face interview at our modern offices in Charlotte Square, Edinburgh. This will be a competency and strengths-based conversation, giving you the chance to show us what makes you a great fit for the role. Interviews will take place between 9th and 20th November.

This role requires the successful candidate to work a variety of shifts with most (or all if you prefer) of your week spent in our Edinburgh office, where you’ll be part of a supportive team.

We offer a thorough and supportive 5-week induction programme, starting on Monday 1st February 2027, which will take place onsite to help you settle in and succeed, so we're looking for someone who can fully commit to this training period onsite at our offices.

We appreciate your interest in joining us. Due to the high volume of applications, we will not be able to provide individual feedback at every stage of the process.

Connect with us on our socials

• Linkedin
• Instagram

We offer

A Rewarding salary

A Competitive Salary, a variable year-end bonus, 36 days' holiday a year based on a 37.5 hour week, and flexible working hours.

Development

The opportunity to develop your career. All team members have the option of applying for funding for a chosen training topic of their choice.

Work And Travel Benefits

You'll get a Ridacard, which offers unlimited travel across the Lothian Bus Network, even outside working hours!

Pension

Our pension is with Scottish Widows Personal Pension Scheme, we contribute 10%, on top of your contribution of 4%.

Fit & Healthy together

Free private healthcare including dental for all team members and covered from your first day.

Your wellbeing is important to us, so we have 24 hour access to support services such as mental health support, physiotherapy and remote GPs.

Family Time

Maternity Pay: 16 weeks at 100% of average weekly earnings followed by 23 weeks at 50%.

Paternity Pay: 4 weeks at 100%.

Shared Parental Pay: 14 weeks at 100% of average weekly earnings followed by 23 weeks at 50% of average weekly earnings.

Meet the team

Postcode Lottery Group is a private company, fully owned by a non-profit foundation. Our international team works across Europe in our welcoming offices in Amsterdam, Stockholm, Edinburgh, Dusseldorf, Oslo and London, and are joining forces every day to further grow the Postcode Lottery’s impact.

Postcode Lottery has been spreading joy and contributing to a better world since 2005. Our purpose is to raise vital funding for charities and good causes and increase awareness of the incredible work these organisations do. Thanks to players, over £1.8 billion has been raised for charities and thousands of smaller, local good causes.

About Us

A marketing-driven charity organisation

The Postcode Lottery Group is a marketing-driven international non-profit organisation. We operate lotteries to raise funds for a fairer, greener and healthier world. Our players win with their neighbours and generate money for charities together – it’s a win-win!

Our purpose: a better world, for everyone

Since our start in 1989, we have raised over €15 billion for thousands of charities. Together with our players and 1,500 fellow team members in Great Britain, the Netherlands, Sweden, Germany and Norway, you'll be helping to create a better world every day.

Inclusion and equal opportunities

People are at the heart of what we do. Whether it’s our team, our players, or the thousands of good causes supported, our aim is to play our part in creating a fairer, more equal world. We are open to ideas and are committed to creating a culture that is inclusive, representative and celebrates diversity in everyone. But we are not perfect. We will always strive to do better – that’s just who we are.