Provisioning Representative

Allwyn UK; Watford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading lottery operator in Watford is seeking a Customer & Retail Care Manager to ensure efficient management of retail operations and customer relationships. The role requires experience in Microsoft applications and a background in customer service, focusing on maximizing customer satisfaction and ensuring adherence to SLAs. This position offers a supportive environment that values wellbeing and inclusivity.

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

Qualifications

• Experience in using Microsoft applications.
• Previous experience of using CRM platforms.
• Demonstrable specialised knowledge in customer contact areas.

Responsibilities

• Manage customer expectations and relationships.
• Coordinate retail events as per SLAs.
• Ensure customer experience is efficient and effective.

Skills

Experience in using Microsoft

Previous experience with CRM platforms

Customer service experience

Good problem solving skills

Ability to plan and prioritise activities

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 maximise trading terminal availability in the estate
• To manage retail events within a mixed portfolio of low level accounts in line with agreed SLAs and processes

Department Description

• Customer & Retail Care service the customers’ and retailers’ of the national lottery brand, across a multi-channel environment to agreed regulatory and internal performance targets for customers and retailers - satisfaction, service delivery, healthy play and compliance performance targets.

Team Description

• The Retail Provisioning Team is responsible for the end to end management of all installations, de-installations, changes to terminals and related activities within the retailer estate, ensuring that the maximum number of terminals are trading at all times.

What you’ll be doing

• Manage Customer expectations and develop relationships with key stakeholders providing a central point of contact and expertise
• Manage and coordinate retail events within a defined customer portfolio, in line with agreed processes and SLAs.
• Effectively manage the customer (retailer) experience to ensure that issues are resolved efficiently.
• Promote the TNL brand at all times by providing a customer centric (Being Brilliant) experience.
• Maximise recovery of assets through consistent use of dormant processes.
• Escalate complex issues and queries to Manager.
• Liaise with and act as a central point of contact for retailers and internal teams to achieve departmental KPIs and SLAs.
• Maintain the consistency and accuracy of all data input into department databases
• Build knowledge of key retail customers, customer categories and specific customer requirements.
• Prepare and produce management information as required.
• Continually look for ways of improving agreed departmental KPIs to enhance the customer experience.

What experience we’re looking for

• Experience in using Microsoft
• Previous experience of using CRM platforms and/or other business systems / databases
• Previous experience of working with customer facing teams or in a customer services environment
• Demonstrable specialised knowledge/skills in a customer contact area
• Ability to plan and prioritise multiple activities
• Is aware of the commercial impact of own decisions/actions
• Good problem solving skills with experience of resolving complex problems
• Previous experience of customer liaison

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.