Customer Service Agent - Complaints Correspondence - FTC

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

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across Europewhichincludes:

Czech Republic, Austria, Greece, Cyprus & Italy.

While the main contribution of The National Lottery to society is through the funds togood 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, large scale transformation journey by creating aNational Lottery that delivers more money togood causes.

We’ll talk a bit more about us further down the page, but for now –let’stalk about the role and whowe’relooking for…

To provide first line support to both players and retailers within the agreed departmental KPIs and Gambling Commission requirements, ensuring thatan optimum level of service is always delivered. This consists of handling contacts from all of Allwyn’s customers via email or letter and ensuring completion of any associated actions that arerequiredwithin agreed performance and quality measures.

• Investigating and resolving customer complaints thoroughly and fairly, ensuring outcomes are accurate and compliant with company and regulatory standards.
• Compiling high quality written correspondence.
• Identify customer requirements and where possible, resolve retail and player queries e.g. account issues, custom enquiries and player system issues.
• Escalate contentious issues raised by email or letter to the respective areas of the business.
• Undertake ad-hoc data entry if requested.
• Be available for training as & when required.
• 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 whilst achieving KPI’s set.

• Proven experience in complaint handling, customer correspondence in a regulated or customer focused environment.
• Exceptional written communication skills, with the ability to write clearly, concisely, and empathetically.
• Awareness of the mechanics of National Lottery products (Desirable but not essential).
• Awareness of working in a regulated business.
• Strong customer advocacy and customer service.
• Working in a team environment.
• Familiar with Microsoft suite products.
• Ability to work with several departments and key stakeholders.

• Attention to detail.
• Ability to navigate around Microsoft computer systems as appropriate.
• Excellent written skills.

We’vedeveloped ground-breaking technologies, built player protection frameworks, and have a proven track recordof making lotteries better.

• Innovation – We pride ourselves on it! We’re constantly looking for new ways to excite our customers, bringing new products to enjoy which is all underpinned byourresponsibleplayvaluesandmaking them accessible to all.
• Giving back – Did you know that playing the lottery generates around £30m a week for charities and good causes in the UK? Our aim is to have doubled this number by the end of the first 10 year licence.
• Sustainability – Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this.
• Inclusion and accessibility – We are making all parts of The National Lottery inclusive – whether you play a game in a store or online.

If you need any assistance or adjustments to this job description or in the application process, please contact a member of the talent team at  and we’ll be happy to help.

Being the custodians of the National Lottery license is a big responsibility, so all of our roles are subject to extensive background checks.

At Allwyn,we’ve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives…