IMC Technician

At the heart of everything we do is our vision to change lives every day, and our mission to grow The National Lottery responsibly and champion its impact.  

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across the USA (Michigan and Illinois) and Europe, including Czech Republic, Austria, Greece, Cyprus and 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, largescale 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

• To Manage Terminal faults through to resolution using effective troubleshooting processes and diagnostics, ensuring that the quality of service delivered to retailers is of the highest level and in line with agreed targets is of priority

• To minimise customer down time and repeat calls

• To communicate and escalate any service affecting issues to customer operations and the wider business.

What you’ll be doing

• Whether directly received or transferred from 1st line (Hotline), to manage faults and issues in agreed timescales

• Accountability of repair cycle to ensure technical and software faults are resolved within SLA

• Own and manage the 2nd line support communication to Retailers regarding technical and software faults

• Consistently use troubleshooting knowledge and expertise of all National Lottery equipment to maximise Terminal up time.

• Manage relationships with key stakeholders and 3rd party service providers, providing a central point of contact and expertise

• Consistent delivery of compliance and quality standard across all processes & procedures in line with Allwyn and Customer and Retail Care standards

• Achieving Retailer satisfaction and engagement scores in line with agreed KPI’s

• Provide Customer and Retail Care (Hotline) with inbound call support as requested

What experience we’re looking for

• Ability to provide great customer service through excellent interpersonal skills

• Knowledge of ITSM methodology is preferable

• Knowledge of CRM systems

• A thorough knowledge of the gaming communication systems used by Allwyn pertaining to lottery terminals

• A thorough knowledge of lottery terminal functionality and communication networks which enable correct fault-finding and terminal malfunction resolution

• A thorough knowledge of diagnostic tools

• Experience of working to Service Level Agreements

• Experience of fault management

• Experience of liaising with third party suppliers

• Ability to use Microsoft Office to maintain and create documents and spreadsheets.

• Experience of using ITSM & CRM systems such as Service Now, Salesforce, Zendesk etc.

Key Measures of Success

• Ticket interactions – Using Service Now to log and update tickets whilst maintaining a high level of quality.

• Calls – Inbound and outbound calls – Ensuring Retailer and Supplier calls are answered within SLA

• Being Brilliant mindset – All interactions (inbound / outbound calls, logged tickets etc..) are approached with the same quality and ‘first call resolution’ approach

• SMS and Survey – Offering the SMS update service to retailers alongside updating Service Now to reflect this. Offering the survey on retailer inbound interactions.

About us 

At Allwyn, we are dedicated to changing lives and growing the National Lottery responsibly, championing its positive impact on people, places, and the planet. 

• Innovation - We pride ourselves on it! We’re constantly looking for new ways to excite our customers, bringing new products to market to enjoy which is all supported 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 license. 

• Sustainability – Our aim is to become a net zero national lottery. We have 2030 targets to decarbonise our operations and energy. We’ve already transitioned to renewable energy providers, made our London and Watford offices zero gas, and ensured our fleet consists of low-emission vehicles. In addition, we’re working with our value chain partners to develop a net zero target date. 

• Empowering every voice – We believe in creating a culture where everyone feels they belong, can be themselves, has access to opportunities and can thrive for the benefit of good causes.  Our diverse teams are working hard to make all parts of The National Lottery inclusive – whether people play a game in a store or online, because when everyone can play, everyone wins.. 

An inclusive reward offering with wellbeing at the centre 

At Allwyn, inclusion is built into how we care for our people. Our benefits and policies support colleagues and their families at every stage of life and career. By prioritising wellbeing and belonging, we create a workplace where everyone feels valued, rewarded, and empowered to succeed. Our people are more than colleagues - they’re winners, driving positive change and making a real difference in communities. 

We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled and neurodivergent colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job. 

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 [email protected] and we’ll be happy to help. 

BENEFITS 

• Company Bonus Scheme 

• Matched pension contributions up to 8.5% 

• 26 days annual leave + 2 Life Days (and bank holidays) 

• Single Private Health Cover 

• Complimentary Private Medical 

• Income Protection  

• Flexible Benefits – EV Scheme, Money Coach, Will Writing, Mortgage Advice, Dental and Eye Care Schemes. 

• Enhanced Family Leave (Maternity, Paternity, Adoption) 

• Wellness Allowance £500 

• Employee Assistance Programme 

• Discounted Health Assessments 

• Volunteering Days 

• Matched Funding