Customer Service Representative
4 weeks ago
We are the new operators of the UK's National Lottery licence. Our goal is to build a better and safer National Lottery that delivers more money to Good Causes. We have a once-in-a-lifetime opportunity to work with one of the UK's largest media budgets.
Role Purpose:• Provide first line support to both players and retailers, ensuring an optimum level of service at all times.
• Handle contacts from all customers through webchat to complete any associated actions that are required, within agreed performance and quality measures.
• Respond to up to 3 live chats while navigating two screens to support all queries coming through our webchat.
Department Description:The Customer Operations department provides end-to-end support to all players and retail customers at agreed customer service and Gambling Commission standards.
Team Description:The contact centre is responsible for managing all inbound and outbound communications from customers, retailers, and players via telephone, web-chat, email, and all other correspondence. This role will specifically be focusing on the webchat responses.
Key Responsibilities:• Follow process and handling instructions and guidelines to contacts through our webchat option, meeting SLAs and team targets
• Identify customer requirements and resolve retail and player queries, such as account issues, customer complaints, and player systems matters
• Refer issues to relevant internal/external departments using correct escalation procedures, maintain a knowledge of Allwyn's operating model, and keep abreast of all new Lottery products, games, initiatives, and changes to procedures
• Gather qualitative player data and log contact-related information into relevant systems
• Undertake ad hoc data entry as requested
• Verify player data and integrity
• Receive winner claims and deliver the agreed winner process, taking and transferring confidential information onto player or retail information systems/databases during the contact
• Achieve KPIs
• 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
• Be available for training as required
• Ability to use Aspect telephone systems to make and receive telephone calls
• Knowledge of Webchat
• Understanding of the mechanics of all National Lottery games and products
• Ability to extract and input data into systems as appropriate, so that information is logged in full in line with the Data Protection Act
• Ability to navigate around Microsoft computer systems as appropriate
• 34 days paid leave (includes bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: We'll contribute 8.5%
• BUPA
• £500 wellness allowance
• Income Protection
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