Lottery Risk Management Specialist

1 month ago


Watford, Hertfordshire, United Kingdom ENGINEERINGUK Full time

As a Lottery Risk Management Specialist, you will be responsible for delivering outbound calls and webchats to players identified as potentially at risk by our online behavioural analytics model.

We are Allwyn UK, part of the Allwyn Entertainment Group - a multi-national lottery operator with a market-leading presence in several countries. We encourage 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.

The team's main goal is to manage inbound and outbound interactions with customers who may be experiencing problems related to responsible play. Your tasks will include:

  1. Delivering targeted Responsible Play messages to 'at risk' players through phone calls and web chats.
  2. Providing sensitive and empathetic support when interacting with customers who have been identified as vulnerable.
  3. Liaising with other teams within the department to resolve customer complaints related to Responsible Play.
  4. Applying breaks and exclusions accurately, reviewing Responsible Play limits, and ensuring the up-to-date account information for 'at risk' and/or long-term unhealthy play accounts.
  5. Analyzing potential 'at-risk' indicators in our internal systems.
  6. Being available for training as required.
  7. Supporting the wider contact centre team by taking inbound web chats and calls when necessary.
  8. Participating in ad hoc tasks and projects as directed by the management team.

Key Performance Indicators:

  1. Achieving set KPIs.
  2. Ensuring all GAMCOM requirements are met.
  3. Delivering a successful interventions programme on behalf of The National Lottery.

This role offers an estimated salary of £22,000 - £25,000 per year, depending on experience and qualifications. In addition, you will receive a comprehensive benefits package including paid holidays, flexible working hours, and opportunities for professional development.



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