Contact Centre- Webchat Agent

4 weeks ago

Watford, United Kingdom Allwyn UK Full time
About us:

We are the new operators of the UK’s National Lottery licence from February 2024. Join us as over the next year we embark on a largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to Good Causes. As one of the UK largest brands you’ll have a once in a lifetime opportunity to work with one of the UK biggest media budgets.

Once-in-a-lifetime opportunities exist for people from within and outside the betting and gaming industry to join us play a part in giving the National Lottery a fresh start. Allwyn is 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. 

 Role Purpose:

● To provide first line support to both players and retailers within the agreed departmental KPIs and Gambling Commision requirements, ensuring that an optimum level of service is delivered at all times.
● To handle contacts from all of Allwyn's customers through webchat to complete any associated actions that are required. Do this within agreed performance and quality measures

● Responding to up to 3 live chats whilst navigating two screens to support all queries coming through our webchat.

● In this fast paced environment good grammar, fast typing and attention to detail is required.

Department Description:

The Customer Operations department provides end-to-end support at agreed customer service and Gambling Commission standards to all players and retail customers.

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.

Role Responsibilities:

● Follow process and handling instructions and guidelines to contacts through our webchat option, meeting SLAs and team targets
● Identify customer requirements and where possible resolve retail and player queries e.g. account issues, customer complaints and player systems matters
● Where necessary, refer issues to relevant internal /external department 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
● Undertake the verification of 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 so that it can be referred to the winners advisers
● Achieve KPIs
● Act as an ambassador for Allwyn's, 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

Key Measures of Success:

Organisational Competencies/Measures

● Business Expertise: Has developed knowledge and skills in a specific customer contact area; may still be acquiring higher level skills

● Product & Service Expertise: Has developed a good understanding of all the products and services available via the customer contact channel

● Delivering Solutions (Problem Solving): Solves problems by selecting from a range of well defined solutions

● Delivering Solutions (Customer Focus/Communication): Responds to non- standard requests from internal and/or external customers; investigates with assistance from others as needed. Exhibits consistent and appropriate communications style and customer focused-approach to a variety of situations

● Delivering Solutions (Planning & Organising): Prioritises and organises own work to meet agreed upon deadlines and quality/accuracy standards

● Delivering Solutions (Continuous Improvement & Process): Highlights new opportunities to continuously improve current working practices within own team

● Impact (Decision Making): Makes decisions related to own work. Receives regular but moderate supervision and guidance

● Impact (Influence): Provides information and advice to customers on basic product/service offerings. Is aware of the effect of actions on external relationships.

Requirements

● Ability to use Aspect telephone systems in order 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 Data Protection Act.
● Ability to navigate around Microsoft computer systems as appropriate.

Benefits

  • 34 days paid leave (This 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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