Customer Experience Agent

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

Job summary

Postcode Lottery in Edinburgh is seeking a Customer Experience team member to support players with signing up, answering questions, and guiding them through the My Account and prize claims. You will handle diverse interactions across phone and email, input data accurately, and uphold data protection and safeguarding standards.

The role is based in our Edinburgh office. The starting salary is £30,286 per annum.

Qualifications

• A natural communicator that brings warmth, clarity and professionalism to conversations (phone or email).
• Attention to detail with a knack for catching the little things.

Responsibilities

• Handle a variety of interaction types to support players across contact channels.
• Support players with signing up, general queries, online account support and prize claims.
• Accurately input data into in-house systems.
• Follow regulatory standards with focus on responsible play, data protection and safeguarding.

Job description

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.