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Customer Service Representative

1 month ago


Watford, Hertfordshire, United Kingdom Allwyn UK Full time

About Allwyn UK:

We are the new operators of the UK's National Lottery licence, committed to delivering a bigger, better, and safer National Lottery that benefits Good Causes. As one of the UK's largest brands, you'll have a unique opportunity to work with a significant media budget.

As a multi-national lottery operator with a market-leading presence in several countries, Allwyn UK offers a fresh start for the National Lottery. Our team is dedicated to providing exceptional customer service and support.

Role Purpose:

As a Customer Service Representative - Webchat Specialist, you will provide first-line support to players and retailers, ensuring an optimum level of service is delivered at all times. You will handle contacts from Allwyn's customers through webchat, completing associated actions within agreed performance and quality measures.

Key Responsibilities:

  • Follow process and handling instructions to contacts through our webchat option, meeting SLAs and team targets
  • Identify customer requirements and resolve retail and player queries, such as account issues and customer complaints
  • Refer issues to relevant internal or external departments using correct escalation procedures
  • Gather qualitative player data and log contact-related information into relevant systems
  • Undertake ad hoc data entry and verify player data integrity
  • Receive winner claims and deliver the agreed winner process
  • Achieve KPIs and act as an ambassador for Allwyn UK, promoting the organisation and its offerings in a positive way

Requirements:

  • Ability to use Aspect telephone systems and navigate Microsoft computer systems
  • Knowledge of webchat and National Lottery games and products
  • Ability to extract and input data into systems, adhering to the Data Protection Act

Benefits:

  • 34 days paid leave, including bank holidays
  • 2 x Life Days
  • 4 x Salary of Life Insurance
  • Pension: 8.5% employer contribution
  • BUPA
  • £500 wellness allowance
  • Income Protection