Operation Sales Executive - Outbound

Allwyn UK; Watford; On-site; GBP 25,000 - 35,000; Full time

Job summary

Allwyn UK, a leading lottery operator, is seeking a Customer Support Specialist to enhance retailer engagement and drive sales in the National Lottery. This role encompasses building strong relationships, resolving issues promptly, and ensuring compliance with sales regulations, contributing to the organization's mission of maximizing returns to good causes.

Benefits

34 days paid leave (including bank holidays)

Pension: 8.5% contribution

BUPA healthcare

£500 wellness allowance

Income Protection

Life Insurance (4x salary)

Qualifications

• Proficient in customer engagement and sales support.
• Understanding of National Lottery games and products.
• Ability to manage customer data accurately.

Responsibilities

• Build relationships and promote the National Lottery.
• Maximize customer contacts and manage contacts effectively.
• Resolve retailer issues and maintain updated records.

Skills

Customer Focus

Problem Solving

Planning & Organizing

Communication

Data Protection Compliance

Tools

Aspect telephone systems

Microsoft systems

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. 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, large-scale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.

Role Purpose:

To grow National Lottery (NL) returns to good causes by providing proactive support to all customers in line with the agreed departmental KPIs, ensuring that all our retailers optimize sales opportunities.

Department Description:

The Customer and Retailer Care department provides end-to-end support at agreed customer service and NLC standards to all players and retail customers.

Team Description:

• The team actively manages sales and compliance for a number of retailers through inbound & outbound calls. Key to the team’s success will be the ability to achieve targets profitably.
• Ad hoc support is provided to the wider Customer Operations team when necessary to ensure optimum levels of service are delivered.

Role Responsibilities:

• Build relationships, actively promote NL, and influence positive changes to retailer lottery advocacy.
• Maximize customer contact time by making effective outbound contacts, in line with outlet contact strategy, through effective diary management and time planning.
• Understand both multiple and independent retail store environments to advise retailers on sales growth, brand promotion, merchandising, Scratchcard stock management, and adherence to regulations (NLC).
• Demonstrate effective two-way communication with other teams.
• Resolve retailer NL issues, taking ownership to gain resolutions if required.
• Work with other Allwyn departments to provide a joined-up approach to CRM.
• Review, utilize, and update data records in Allwyn CRM systems before, during, and after interactions.
• Provide ad hoc support to operational activities, initiatives, and projects.
• Accurately update the Allwyn CRM tool.
• Refer issues to relevant departments using proper escalation procedures.
• Maintain knowledge of Allwyn's operating model and stay updated on lottery products, games, initiatives, and procedural changes.
• Act as an ambassador for Allwyn, promoting the organization positively.
• Deliver on any reasonable ad hoc requests.

Key Measures of Success:

Organizational Competencies/Measures

• Business Expertise: Develops knowledge and skills in a specific customer contact area; acquiring higher-level skills.
• Product & Service Expertise: Understands all products and services available via the customer contact channel.
• Problem Solving: Solves problems by selecting from well-defined solutions.
• Customer Focus/Communication: Responds to non-standard requests, investigates with assistance, and exhibits a customer-focused approach.
• Planning & Organizing: Prioritizes and organizes work to meet deadlines and quality standards.
• Continuous Improvement & Process: Identifies opportunities to improve working practices.
• Decision Making: Makes decisions related to own work with moderate supervision.
• Influence: Provides information and advice to customers, aware of the impact of actions on external relationships.

Additional skills include:

• Using Aspect telephone systems.
• Knowledge of Webchat.
• Understanding of all National Lottery games and products.
• Data extraction and input skills, compliant with Data Protection Act.
• Proficiency in navigating Microsoft systems.

Our goal is to create one of the UK’s most inclusive organizations – 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 victimization 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, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.

• 34 days paid leave (including bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: 8.5% contribution
• BUPA healthcare
• £500 wellness allowance
• Income Protection