Customer Service Agent (Complaints)

This is a multi-channel role providing responses to written correspondence (Emails) and also responsible for dealing with complaints as well as anything escalated from our colleagues from the Contact Centre. Supporting multiple areas of the National Lottery Role Responsibilities: Customer Services are a high performing team, accountable for a number of areas within Cust Ops (emails, letters, escalations, complaints, account management and administrative duties). The team are also hands-on in resolving complex escalations coupled with the best possible resolution for both the player and The National Lottery. The team predominantly deals with written correspondence.

• Respond to Customers via letter / email
• Respond to Retailers via letter / email
• Deal with complaints from players and other areas of the business
• Winner call backs
• Escalate contentious issues raised by letter / email and other areas of the business
Key Measures of Success:
• Maintain Grade of Services on all three work streams
• High level of attention to detail
• Understanding of all products and services offered by The National Lottery to enable concise and accurate responses
• Within the Being Brilliant Framework, respond to players / retailers via letter / email on behalf of The Customer and Retail Care Department
• Administrative tasks relating to Account management (Healthy Play, Deceased, Whitemail etc)
  
  Excellent written skills
• Excellent communication skills
• Understanding of mechanics of all National Lottery products and games
• Ability to Microsoft products
• G-Suite products
  
  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.


• 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