Senior Social Media & Webchat Engager

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.

Role Purpose:

To support the delivery of exemplary customer service via The National Lottery's social media and web chat channels looking to drive engagement, enhance our player experience and increase positivity towards the brand.

Role Responsibilities:

• Responsible for positively and proactively building meaningful relationships with players via our Social Media and Webchat channels
• Role Model the performance standards as an operator/engager on both social media and webchat
• Multitasking, prioritising messages and workflow, and providing customers with friendly and considered responses.
• Manage the approval process for the Social Media team in line with departmental targets with 100% compliance
• Maintain high levels of Quality Assurance checks for both Social Media and Webchat teams
• Handle escalated enquiries via both Social Media and Webchat, to a successful resolution, at all times balancing the needs of the customer with that of the business.
• Support the Team Manager in the delivery of Team KPIs such as CSAT/Ease and GOS on both Social Media and Webchat.

Key Measures of Success:

• Support the Webchat Team Manager in the delivery of critical GamCom Targets (e.g. GOS 70% of chats answered in 30 seconds)
• Support the SM Team Manager in the delivery of critical GamCom Targets (e.g. GOS 80% of messages responded to in 30 minutes)
• Support the Team Managers in the delivery of important KPIs e.g. CSAT and Ease scores for Webchat
• Ensure All High Risk Processes are maintained
• Role Model positive behaviours and values at all times

Key Skills and Experience:

• Experience within a social media and/or webchat customer service environment preferred.
• Previous Supervisory or Management experience would be an advantage.
• 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.
• Strong time management skills with ability to prioritise and respond to changes quickly.
• Regular user of Facebook, Twitter, Instagram or other social media platforms would be advantageous.

• 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