Mid Tier Claims Advisor - 6 month FTC

Allwyn UK; Watford; On-site; GBP 25,000 - 45,000; Full time

Job summary

Join a forward-thinking organization at Allwyn UK, where your role will be pivotal in supporting National Lottery players. As part of a dynamic team, you will validate claims, respond to customer inquiries, and ensure compliance with regulatory guidelines. This position offers a unique opportunity to make a difference in the lives of lottery winners while working in a supportive and inclusive environment. With a commitment to employee well-being and a culture that values diversity, Allwyn UK is dedicated to creating a workplace where everyone can thrive. If you are passionate about customer service and enjoy a challenging yet rewarding role, this is the perfect opportunity for you.

Benefits

34 days paid leave

2 x Life Days

4 x Salary of Life Insurance

Pension contribution of 8.5%

BUPA health insurance

£500 wellness allowance

Income Protection

Qualifications

• Experience in delivering great customer service across various channels.
• Ability to investigate complex claims and compile information accurately.

Responsibilities

• Validate lottery wins and investigate claims up to £50,000.
• Handle customer queries via phone, email, and letters.

Skills

Customer Service

Communication Skills

Attention to Detail

Problem Solving

Initiative

Job description

4 days ago Be among the first 25 applicants

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. 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.

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.

Role Purpose:

This role requires 5 days a week in our Watford Office with the below shift pattern:

08:00 to 16:30 Monday to Thursday

08:00 to 16:00 Friday

• To provide vital support to National Lottery players who submit their tickets/enquiries via email, post, telephone or occasionally in person
• Validating a proportion of the 45,000 player claims received every year - for National Lottery wins under £50,000
• To ensure that all claims are thoroughly investigated and processed in accordance with internal processes, and licence conditions set out by the Gambling Commission

Role Responsibilities:

• Validating lottery wins up to £50,000 - including lost, stolen and damaged ticket claims
• Each day customer queries are received, and you never know what you are going to get
• Dealing with players' telephone enquiries, emails and letters - adapting your manner and approach accordingly
• Following process and regulatory guidelines to determine whether a claim can be paid
• Writing emails and letters to players to update them on their claim or to gather more information
• Analysing the data and facts available to determine whether a payment can be made
• Liaising with our Security Operations, Legal and Finance teams to ensure that winners are paid correctly and on time

Key Measures of Success:

• To provide vital support to National Lottery players who submit their tickets/enquiries via email, post, telephone or occasionally in person
• Validating a proportion of the 45,000 player claims received every year - for National Lottery wins under £50,000
• To ensure that all claims are thoroughly investigated and processed in accordance with internal processes, and licence conditions set out by the Gambling Commission

Requirements

Key Skills and Experience:

You need to have some experience in dealing with all types of people and delivering great customer service. Our players and winners come from all walks of life, and everyone approaches a lottery win differently. As an Allwyn employee, you will not be able to play any of The National Lottery's games, but you need to be genuinely excited for winners and treat everyone's Lottery win as if it was your own.

• You are customer-focused and have experience dealing with customers over the phone, email, and in writing
• You have excellent communication skills and can tailor your approach to each customer
• You have excellent attention to detail; you will be investigating complex claims and will need to compile and record relevant information accurately
• You are used to working in a demanding environment where you use your initiative to prioritise workloads; you will be dealing with multiple claims at any given time
• You do not wait to be told what to do and always look for ways to improve the experience for customers and colleagues
• You have high standards and a can-do attitude
• You are enthusiastic, ambitious, and a quick learner
• You can build excellent relationships with internal and external customers
• You have a clean criminal record: the successful candidate will be security vetted by our regulator (Gambling Commission)

Benefits

• 34 days paid leave (This includes bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: We'll contribute 8.5%
• BUPA
• £500 wellness allowance
• Income Protection

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Non-profit Organizations and Primary and Secondary Education