Contact Centre Team Manager

7 days ago

Watford, United Kingdom Allwyn UK Full time

Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.

About us:

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy.  We have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024.

‍We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better.  Our aim is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace.  All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications.  Allwyn encourages 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.

While the main contribution of the National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do.  Join us as we embark on a once-in-a-lifetime, largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.  

Role Purpose:

·       To deliver exceptional customer service to all Allwyn customers and retailers, through effective performance management, coaching and development of a contact centre team.  

Role Responsibilities:

·       Ensure all agreed departmental KPIs and GAMCOM requirements are achieved, resulting in an optimum level of service being delivered at all times.

·       Ensure all people related tasks are completed as documented in company procedures e.g. PDP Reviews, administration of the absence process, health and safety requirements.
·       Monitor the team’s real time adherence to predefined work schedules, investigating and resolving variance as necessary, including attendance, shrinkage, and productivity (where dedicated real time management is not available).

·       Undertake performance management for each member of the team, develop Personal Development Plans (PDPs), jointly identify and secure appropriate learning, coaching and training opportunities aligned to the individual’s preferred learning style and provide performance feedback in line with defined standards. Consistently manage all performance shortfalls.

·       Manage and improve the performance of operational processes and working practices.

 

Key Measures of Success:

·       Manages/supervises the daily management & acts as an expert in a customer contact related discipline.

·       Has strong knowledge of TNL products with a view of being a subject matter expert to agents & colleagues.

·       Solves complex problems when they arise whilst being innovative in their approach.

·       Understands customers needs & is able to manage/diffuse tense or difficult customer situations.

·       The ability to make decisions guided by functional support.

·       To demonstrate success in managing & improving absence within a contact centre

·       Review & improve AHT (Average Handling Time) within your team.

·       Shows accountability in managing & closing complaints within Internal timeframes.

Requirements

Key Skills and Experience:

  • Proven People Management experience
  • Experience of leading a team within a customer service environment
  • Ability to use Microsoft Office Applications
  • Knowledge of CRM solutions e.g. SAP/Gem Suite
  • Experience in analysing & using data to support development & performance of Contact Centre Agents.

Benefits

  • 26 days paid leave (plus bank holidays) 
  • Annual bonus scheme 
  • 2 x Life Days 
  • 4 x Salary of Life Insurance 
  • Pension: we’ll match your contribution up to 8.5% 
  • Single Private Health Cover 
  • £500 Wellness Allowance 
  • Income Protection 
  • Enhanced parental leave (maternity and paternity) 
  • Eye Care, Dental and Cycle To Work schemes 

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