Customer Support Specialist

4 weeks ago

Watford, Hertfordshire, United Kingdom Allwyn UK Full time

About Allwyn UK:

Allwyn UK is a leading entity within the Allwyn Entertainment Group, a prominent multi-national lottery operator with a strong presence across various European markets. We are committed to enhancing the National Lottery experience and driving positive change for society.

Our Mission:

We strive to establish one of the UK's most inclusive workplaces, where every individual can contribute their best efforts towards meaningful causes. Our commitment to diversity and inclusion is unwavering, and we actively promote an environment free from discrimination and harassment.

Role Overview:

The primary responsibility of the Customer Support Specialist is to deliver exceptional first-line assistance to both players and retailers, adhering to departmental KPIs and regulatory standards. This role involves managing inbound and outbound communications across various channels while ensuring a high level of service quality.

Department Insight:

The Customer and Retailer Care Department is dedicated to providing comprehensive support that meets customer service and regulatory benchmarks for all players and retail partners.

Team Dynamics:

Our contact center plays a crucial role in handling all forms of communication from customers, retailers, and players through phone, web chat, email, and other channels.

Key Responsibilities:

  • Adhere to established processes and guidelines for managing inbound and outbound communications, ensuring compliance with service level agreements.
  • Identify customer needs and resolve inquiries related to accounts, complaints, and gaming systems.
  • Escalate issues to appropriate internal or external departments when necessary, following proper procedures.
  • Maintain up-to-date knowledge of Allwyn's operational model and new lottery products and initiatives.
  • Log customer interactions and gather relevant data accurately in our systems.
  • Process winner claims and handle sensitive information in accordance with established protocols.
  • Meet performance targets and KPIs consistently.
  • Represent Allwyn positively by leveraging knowledge of our offerings during customer interactions.
  • Participate in training sessions as required.

Success Metrics:

Success in this role is measured by:

  • Expertise in customer contact areas and products.
  • Ability to solve problems effectively and provide customer-focused communication.
  • Organizational skills to prioritize tasks and meet deadlines.
  • Continuous improvement initiatives within the team.
  • Decision-making capabilities related to customer interactions.

Qualifications:

  • Proficiency in using telephone systems for communication.
  • Familiarity with web chat platforms.
  • Understanding of National Lottery games and products.
  • Ability to manage data entry in compliance with data protection regulations.
  • Competence in navigating Microsoft systems effectively.

Benefits:

  • 34 days of paid leave, including public holidays.
  • Life insurance coverage.
  • Pension contributions of 8.5%.
  • Health benefits including BUPA.
  • Wellness allowance.
  • Income protection.

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