Retail Provisioning Representative

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, largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.  

Department descriptions:

Customer Operations service the customers and retailers of the national lottery brand, across a multi-channel environment to agreed regulatory and internal performance targets for customers and retailers - satisfaction, service delivery, healthy play and compliance performance targets.

Purpose of Role:

The Retail Provisioning Team is responsible for the end to end management of all installations, de-installations, changes to terminals and related activities within the retailer estate, ensuring that the maximum number of terminals are trading at all times. In addition the Retail Provisioning team is the guardian of retailer data and provides defined GamCom reporting on terminal activity within the retail estate.

• To maximise trading terminal availability in the estate.
• To manage all retail events within a mixed portfolio of high value, complex accounts  and low level accounts, in line with agreed SLAs and processes.

Key Accountabilities or Duties:

• Manage Customer expectations and develop relationships with key stakeholders providing a central point of contact and expertise.
• Manage and coordinate retail events within a defined customer portfolio, in line with agreed processes and SLAs.
• Effectively manage the customer (retailer) experience to ensure that issues are resolved efficiently.
• Promote the TNL brand at all times by providing a customer centric (Being Brilliant) experience.
• Maximise recovery of assets through consistent use of dormant processes.
• Escalate complex issues and queries to Manager.
• Liaise with and act as a central point of contact for retailers and internal teams to achieve departmental KPIs and SLAs.
• Maintain the consistency and accuracy of all data input into department databases
• Build knowledge of key retail customers, customer categories and specific customer requirements.
• Prepare and produce management information as required.
• Continually look for ways of improving agreed departmental KPIs to enhance the customer experience.
  

Key measures of success:

• Management of events to SLA
• Improve and enhance 3rd party relationships (Internal and external
• Positive engagement feedback
• Achieving grade of service

Key skills and experience:

• Experience in using Google suite applications
• 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
• Is aware of the commercial impact of own decisions/actions
• Good problem solving skills with experience of resolving complex problems

• 34 days paid leave (This includes bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: We’ll contribute 8.5%
• BUPA
• £500 wellness allowance
• Income Protection