Resolution Team Manager

TN United Kingdom; Watford; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking organization as you help transform the National Lottery experience. This role involves leading a dedicated team to deliver exceptional customer service, focusing on complaints management and resolution. You'll play a crucial part in ensuring customer satisfaction while fostering a culture of continuous improvement. With a commitment to inclusivity and diversity, this is an opportunity to make a meaningful impact in a highly regulated environment. Embrace the challenge and contribute to a greater good while developing your leadership skills in a supportive setting.

Benefits

26 days paid leave

Life Insurance

Pension matching up to 8.5%

Single Private Health Cover

Income Protection

Enhanced parental leave

Eye Care scheme

Dental scheme

Cycle To Work scheme

Qualifications

• Demonstrable background in customer service and complaints handling.
• Experience in leading teams and managing escalations.

Responsibilities

• Support management of written customer service channels.
• Investigate and resolve complex complaints effectively.

Skills

Customer Service

Complaints Management

Leadership

Attention to Detail

Job description

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

Role Purpose:

Reporting to the Senior Customer Service Manager, the role will support a team of SMEs in the delivery of exceptional customer service via the National Lottery’s written channels (complaints, letter and email) to both our National Lottery retailers and players.

A focus on continuous improvement and team engagement are critical for this role.

The successful candidate will have excellent interpersonal skills, and a demonstrable complaints / customer service background, enjoying the investigation and resolution of customers’ issues and complaints.

Role Responsibilities:

• Supporting the Customer service manager and Customer service Senior with the overarching management of the written channels, with a focus on complaints, escalations and email channels for both National Lottery players and retailers.
• Identify and manage risks associated with complaints handling, escalating significant issues to senior leadership and supporting operational controls and ensuring a timely resolution
• Act as an escalation point for complex complaints
• Investigating complaints from a contact centre focus within a regulated environment
• Provide continuous insights and feedback to internal teams and stakeholders
• Lead and develop a team to meet department objectives, KPIs, and SLAs
• Ensure all people related tasks are completed as documented in company procedures

(Reviews, adherence, reporting, development plans, absence process, health and safety requirements).

• Act as an ambassador for Allwyn, using knowledge of the organisation and our offerings to promote Allwyn in a positive way at any given opportunity whilst achieving KPI’s set.

Key Measures of Success:

• Experience in leading and managing a team to success
• Proven experience in managing complaints and escalations
• You have handled Senior manager and executive complaints and escalations within a regulated environment
• Leadership, providing day to day guidance and coaching to drive continuous learning and decision making
• Exceptional written and verbal communication skills
• Work with team manager on quarterly objectives agreed & set with line managers
• Able to work under pressure within a highly regulated business with a focus on operational support and compliance
• Ability to foster and build strong relationships with stake holders at multiple levels

Key Skills and Experience:

• High levels of attention to detail
• Leadership and mentoring
• SLA and team management
• Clear decision making with a customer service focus

Our goal 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.

• 26 days paid leave (plus bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: we’ll match your contribution up to 8.5%
• Single Private Health Cover
• Income Protection
• Enhanced parental leave (maternity and paternity)
• Eye Care, Dental and Cycle To Work schemes