13 Oct
Allwyn UK
Watford
Job description
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, large-scale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.
Role Purpose :
The Customer and Retail Care department deliver the servicing to our UK consumers and retailers to agreed service performance targets
The Operational Sales Team makes outbound calls to Retailers in line with the Retail contact strategy. The calls are a combination of engagement and tactical contacts, in support of game launches, product availability, jackpot rollover events, responsible retailing and more.
In partnership with the Retail Sales team, the OST focus on growing Retailer sales, building engagement and ensuring compliance to our in store standards.
Role Responsibilities :
To support sales growth and in store standards across our Retail estate, through excellent Retailer service and the management and motivation of the Operational Sales team (OST) to maximise returns to good causes
Support the Team Managers to Lead the team to build relationships, actively promote TNL and influence positive change in retailer lottery advocacy
Implement OST campaigns to deliver maximum benefit to good causes and customer operations
Support team performance and productivity against team and individual objectives by monitoring team performance and implement appropriate improvements
Ensure all agreed departmental KPIs are achieved
Drive continuous improvement plans focusing on areas that increase sales and manage and improve the performance of operational processes and working practices
Demonstrate effective real time resource management, re-assigning resources and skills daily to ensure that outbound targets are achieved.
Manage and resolve complaints,
escalating them where necessary implementing the resulting improvement actions.
Assist with presenting service reviews to internal stakeholders / clients working with them to increase sales.
Guide and coach the team to maximise sales per terminal
Develop relevant product knowledge and expertise across the team
Requirements
To be successful in this role :
Experience in using Google suite & MS applications, as well as analysing and interpreting data to manage operational and CSA performance
Previous experience of using SAP and / or other business systems / databases
Previous experience of working with customer facing teams or in a customer services environment
Demonstrable specialised knowledge / skills in a customer contact area
Ability to plan and prioritise multiple activities
Ability to manage and allocate workflow
Is aware of the commercial impact of own decisions / actions
Good problem solving skills with experience of resolving complex problems
Excellent interpersonal skills
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
▶️ Operations Sales Team Senior Executive (FTC until end of October 2025)
🖊️ Allwyn UK
📍 Watford