IMC Technician (FTC until August 2025)

TN United Kingdom; Watford; On-site; GBP 25,000 - 45,000; Full time

Job summary

Join a forward-thinking organization dedicated to transforming the National Lottery experience. This role involves managing terminal faults and ensuring high-quality service delivery to retailers. You'll utilize your troubleshooting expertise to maximize terminal uptime while collaborating with stakeholders and third-party providers. With a commitment to inclusivity and positive societal impact, this innovative firm offers a dynamic work environment where your contributions will directly benefit good causes. If you're passionate about customer service and technology, this is the perfect opportunity for you.

Benefits

26 days paid leave plus bank holidays

2 Life Days

4x Salary Life Insurance

Matching pension contributions up to 8.5%

Single Private Health Cover

Income Protection

Enhanced parental leave

Eye Care

Dental

Cycle To Work schemes

Qualifications

• Excellent customer service and interpersonal skills are essential.
• Experience working to SLAs and managing faults is crucial.

Responsibilities

• Manage terminal faults through effective troubleshooting and diagnostics.
• Communicate and escalate service issues to operations and the wider business.

Skills

Customer Service

ITIL Methodology

Gaming Communication Systems

Diagnostic Tools

SLA Management

Google Apps

Microsoft Word

Microsoft Excel

Job description

Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.

ABOUT US:

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus, and Italy. We have been officially awarded the Fourth Licence (10-year licence) to operate the National Lottery starting February 2024.

We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is 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. We encourage 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.

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 to build a bigger, better, and safer National Lottery that delivers more money to good causes.

Department Description:

Customer & Retail Care services the customers and retailers of the National Lottery brand, across a multi-channel environment, to meet regulatory and internal performance targets for customer satisfaction, service delivery, healthy play, and compliance.

Team Description:

● The Incident Management Team (IMC) is responsible for managing hardware and software faults for National Lottery terminals, ensuring maximum trading uptime.

● The team manages escalations and utilises third-party services to resolve issues, focusing on achieving high first-time fix rates and minimizing terminal downtime.

Purpose of Role:

● To manage terminal faults through effective troubleshooting and diagnostics, ensuring high-quality service delivery to retailers.

● To minimize customer downtime and repeat calls.

● To communicate and escalate service issues to operations and the wider business.

Key Accountabilities or Duties:

• Manage faults and issues in agreed timescales, whether directly received or transferred from 1st line support.
• Ensure repair cycles resolve technical and software faults within SLA.
• Own and communicate support status to retailers regarding faults.
• Use troubleshooting expertise to maximize terminal uptime.
• Manage relationships with stakeholders and third-party providers.
• Maintain compliance and quality standards across processes.
• Achieve retailer satisfaction and engagement KPIs.
• Provide inbound call support to Customer Operations as needed.

Skills & Experience:

• Excellent customer service and interpersonal skills.
• Knowledge of ITIL methodology (preferable).
• Understanding of gaming communication systems related to lottery terminals.
• Knowledge of lottery terminal functionality and communication networks.
• Proficiency with diagnostic tools.
• Experience working to SLAs and fault management.
• Experience liaising with third-party suppliers.
• Proficient with Google Apps, Microsoft Word, and Excel.

Benefits:

• 26 days paid leave plus bank holidays
• 2 Life Days
• 4x Salary Life Insurance
• Matching pension contributions up to 8.5%
• Single Private Health Cover
• Income Protection
• Enhanced parental leave (maternity and paternity)
• Eye Care, Dental, and Cycle To Work schemes