Customer Service Team Manager

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 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.

Role Purpose:

• To support a team of SMEs in the delivery of exemplary customer service via The National Lottery's written

channels, with a focus on continual improvement and team engagement.

Always seeking ways to improve our player and retailer experience and increase positivity towards the National

Lottery and Allwyn brand.

Department Description:

• The Customer service team sits within the wider C&RC (Customer and retail care) function, responding to

National Lottery players and retailer questions and complaints via email and letter. The Customer Service team

has long standing inter-departmental relationships with multiple areas within Allwyn, from team colleagues to

Exec.

Role Responsibilities:

• Supporting the Customer service manager and Customer service Senior with the overarching management of

the written channels, including the complaints/escalation’s and email channels for both our players and retailers

• Responsible for positively and proactively building meaningful relationships with other departments and

colleagues across Allwyn.

• Ensure all people related tasks are completed as documented in company procedures

(Reviews, adherence, reporting, development plans, absence process, health and safety requirements).

• Multitasking, prioritising and work scheduling across the team.

• Undertake performance management for each member of the team, Personal Development Plans (PDPs),

jointly identify and secure appropriate learning, coaching and training opportunities aligned to the individual’s

preferred learning style and provide performance feedback.

• When business requirements determine, making outbound calls to players to achieve the highest standard of

player satisfaction.

• Handle escalated enquiries and complaints, have the autonomy to escalate back within the business for

resolution.

• Proactively escalate queries, issues and insights following the established standard operating procedures.
• Operate within a highly regulated and controlled environment, responding appropriately to incidents and escalating according to defined processes.

Additional Accountabilities:

• Working in tandem with the quality and training team to maintain high levels of quality within the team.
• Contribute to the planning of departmental resources to ensure coverage of the Customer service team is always maximised.
• Work with engagement team to drive team participation and overall engagement
• Respond to all reasonable requests from the broader C&RC Management team.
• Provide feedback to the team where necessary
• Co-ordinate and monitor SLAs throughout the day (Emails, Letters, internal escalations and Complaints) and prioritise the team as necessary
• Deputise on behalf of the Customer service manager
• Accountability in managing & closing complaints within Internal timeframes Key Skills & Experience:
• Proven People Management experience (essential)
• Experience of leading a team within a customer service environment
• Experience in dealing with complaints, escalations is a plus
• Ability to use Microsoft Office Applications · Role Model standards as a senior colleague within the Customer Service team.
• Ability to work autonomously
• Be comfortable working under pressure in a fast-paced environment with the flexibility to meet the business demands.
• Must be highly proficient in English with strong written and verbal communication skills.
• Attention to detail. · Management skills with ability to prioritise and respond to change quickly.
• Scheduling and maintaining appropriate levels of resourcing within the team

Key Measures of Success:

• Manages/supervises the daily management of the Customer service team

• Solves complex problems when they arise whilst being innovative in their approach.
• Understands customer’s needs & is able to manage/diffuse tense or difficult customer situations.
• The ability to make decisions guided by functional support.
• Increased team engagement and participation

We operate a hybrid working model and will require employees to work from the office upto 3 days per week. These in-office days will be spread across the standard working week (Monday-Friday).

Our goal 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