Player Experience Specialist

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

Benefits offered by this job

Competitive salary

36 days holiday

Flexible working hours

Pension with Scottish Widows 10% + 4%

Private healthcare from day one

Ridacard travel benefits

Five-week induction onsite

Job summary

Postcode Lottery Group in Edinburgh is seeking a Customer Experience Agent to engage with players across phone and email, guiding them through sign-up, account access, and prize claims with warmth and care.

You will handle data input, maintain compliance with data protection, and ensure every interaction reflects the charity-driven mission of the organisation, with a supportive team in a modern office setting.

Qualifications

• Natural communicator with warmth and professionalism.
• Keen eye for detail and accuracy.
• Confidence using IT systems, including Office 365.
• Team player who supports others and stays positive.
• Empathetic with customers and able to handle sensitive interactions.
• Understanding/regarding responsible play in regulated lotteries.

Responsibilities

• Handle a variety of interactions across phone and email to support players.
• Assist with sign ups, general queries, account support and prize claims.
• Accurately input data into in-house systems.
• Adhere to regulatory standards, data protection and safeguarding best practices.

Skills

Communication

Attention to detail

Office 365

Team player

Empathy

Regulatory knowledge

Tools

Office 365

Job description

Postcode Lottery Group in Edinburgh is seeking a Customer Experience Agent to engage with players across phone and email, guiding them through sign-up, account access, and prize claims with warmth and care.

You will handle data input, maintain compliance with data protection, and ensure every interaction reflects the charity-driven mission of the organisation, with a supportive team in a modern office setting.