Play Advisor

Join our journey to create a new experience for The 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 Europe which includes:
Czech Republic, Austria, Greece, Cyprus & Italy.

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, large scale transformation journey by creating a National Lottery that delivers more money to good causes.

We’ll talk a bit more about us further down the page, but for now – let’s talk about the role and who we’re looking for…

A bit about the role…

We are currently recruiting for the position ‘Responsible Play Advisor’. This is an important role as it is critical in helping to achieve our ambition of making The National Lottery the safest place to play, by promoting responsible play and delivering our targeted participant protection interventions programme..

Department & Team Description

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

The responsible play team, located within our Customer and Retail Care dept are responsible for managing inbound and outbound calls and webchats from players identified as potentially at-risk, by our online behavioural analytics model.

What you’ll be doing…

• Deliver outbound responsible play calls to players who have been identified as ‘at risk’

• Adopt a sensitive and empathetic approach when speaking with at risk players

• Liaise with other teams within the department to help resolve customer complaints relating to responsible play.

• Accurately apply breaks and exclusions, as well as reviewing account limits, along with other relevant account information, for ‘at risk’ and/or long term unhealthy play accounts.

• Analyse and monitor potential ‘at-risk’ indicators in our internal systems.

• Support the Team Manager, in meeting Team SLAs and Targets

• Achieve KPIs

• Act as an Ambassador for responsible play at The National Lottery, and promote responsible play habits at all times.

• Be available for training as required

• When business requirements determine, support the wider contact centre team by taking inbound web chats and calls from our players.
• Ad hoc tasks and projects as required and as directed by the management team

What experience we’re looking for…

• Good Data management skills and experience of using MS products.

• Have a genuine interest in promoting responsible play and protecting vulnerable players.

• Must have a thorough understanding of all TNL responsible play online tools and limits.

• Excellent attention to detail and a high level of accuracy.

• Able to work in a high-volume work environment.

• Self-motivated individual with excellent communication skills and the ability to handle sensitive information discreetly.

• Able to prioritise workload and work to tight deadlines.

• Must be adaptable to changing procedures and be able to work with a variety of different business stakeholders.

• Must have an excellent understanding of the mechanics of all National Lottery games and products.

• Must have a proven track record of effective customer objection handling.

• Be a positive Team Player that reflects the company values.

About us:

We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of 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 by our responsible play values and making 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…