Customer Service Agent - Written Complaints

Allwyn UK; Watford; On-site; GBP 24,000 - 30,000; Full time

Job summary

A multinational lottery operator is seeking a Customer Support Representative in Watford. You will be responsible for providing first line support to players and retailers, handling customer complaints, and ensuring compliance with company standards. The ideal candidate has proven experience in customer service, exceptional written communication skills, and a focus on customer advocacy. This role offers a competitive benefits package and aims for a diverse and inclusive workplace.

Benefits

Company bonus scheme

Matched pension contributions up to 8.5%

26 days annual leave + 2 Life Days

Complimentary Private Medical

Life Assurance

Enhanced Maternity & Paternity leave

£500 wellness allowance

Access to nutritional advisor

Discounted Health Assessments

Complimentary Financial coaching

Qualifications

• Proven experience in complaint handling and customer correspondence.
• Exceptional written communication skills.
• Strong customer advocacy and customer service focus.

Responsibilities

• Provide first line support to players and retailers.
• Investigate and resolve customer complaints thoroughly.
• Compile high quality written correspondence.

Skills

Complaint handling

Written communication

Customer service

Team collaboration

Microsoft suite proficiency

Job description

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…

To provide first line support to both players and retailers within the agreed departmental KPIs and Gambling

Commission requirements, ensuring that an optimum level of service is always delivered. This consists of handling

contacts from all of Allwyn’s customers via email or letter and ensuring completion of any associated actions that are

required within agreed performance and quality measures.

What you’ll be doing…

• Investigating and resolving customer complaints thoroughly and fairly, ensuring outcomes are accurate and compliant with company and regulatory standards.
• Compiling high quality written correspondence
• Identify customer requirements and where possible, resolve retail and player queries e.g. account issues, customer enquiries and player system issues.

• Escalate contentious issues raised by email or letter to the respective areas of the business
• Undertake ad-hoc data entry if requested
• Be available for training as & when required
• Act as an ambassador for Allwyn, using knowledge of the organisation and our offerings to promote Allwyn in a

positive way at any given opportunity whilst achieving KPI’s set.

What experience we’re looking for…

• Proven experience in complaint handling, customer correspondence in a regulated or customer focused environment
• Exceptional written communication skills, with the ability to write clearly, concisely, and empathetically
• Awareness of the mechanics of National Lottery products (Desirable but not essential)
• Awareness of working in a regulated business
• Strong customer advocacy and customer service
• Working in a team environment
• Familiar with Microsoft suite products
• Ability to work with several departments and key stakeholders

Key Measures of Success:

• Attention to detail
• Ability to navigate around Microsoft computer systems as appropriate
• Excellent written skills
• Understanding of the mechanics of all National Lottery games and products
• Work with team manager on quarterly objectives agreed & set with line managers
• Able to work under pressure within a highly regulated business with a drive for continuous development and improvement in role.

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 [e-mail] 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.