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Retail Provisioning Specialist

2 months ago

Watford, Hertfordshire, United Kingdom Allwyn UK Full time
About the Role

We are seeking a highly skilled and experienced Retail Provisioning Specialist to join our team at Allwyn UK. As a key member of our Customer Operations department, you will be responsible for the end-to-end management of all installations, de-installations, and changes to terminals within the retailer estate.

Key Responsibilities
  • Maximize trading terminal availability in the estate by ensuring that the maximum number of terminals are trading at all times.
  • Manage all retail events within a mixed portfolio of high-value, complex accounts and low-level accounts, in line with agreed SLAs and processes.
Key Accountabilities
  • Develop and maintain relationships with key stakeholders, providing a central point of contact and expertise.
  • Coordinate retail events within a defined customer portfolio, in line with agreed processes and SLAs.
  • Effectively manage the customer experience to ensure that issues are resolved efficiently.
  • Promote the Allwyn UK brand by providing a customer-centric experience.
  • Maximize recovery of assets through consistent use of dormant processes.
  • Evaluate and 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.
  • Develop knowledge of key retail customers, customer categories, and specific customer requirements.
  • Prepare and produce management information as required.
  • Continuously look for ways to improve agreed departmental KPIs to enhance the customer experience.
Key Performance Indicators
  • Management of events to SLA.
  • Improvement and enhancement of 3rd-party relationships (Internal and external).
  • Positive engagement feedback.
  • Achievement of grade of service.
Requirements
  • Experience in using Google suite applications.
  • Previous experience of using SAP and/or other business systems/databases.
  • Previous experience of working with customer-facing teams or in a customer services environment.
  • Demonstrable specialized knowledge/skills in a customer contact area.
  • Ability to plan and prioritize multiple activities.
  • Awareness of the commercial impact of own decisions/actions.
  • Good problem-solving skills with experience of resolving complex problems.
Benefits
  • 34 days paid leave (including bank holidays).
  • 2 x Life Days.
  • 4 x Salary of Life Insurance.
  • Pension: We'll contribute 8.5%.
  • BUPA.
  • £500 wellness allowance.
  • Income Protection.