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:

We are looking for a Deployment Coordinators to support our end to end delivery management of elements across the deployment programme, including installations, de-installations, changes to terminals and related activities within the retailer estate during the transition period, ensuring that the maximum number of terminals are trading at all times. 

Agents will oversee and support the delivery of the provision of services to retailers and coordinate our key 3rd parties ensuring Allwyn provides excellent customer service and continually assess the quality of its products and services. They will play a crucial role in ensuring successful execution across several functions: PPOS, Technology & Field sales.  

This position will be initially presented as a 18 month Fixed Term Contract (FTC) and we will endeavor to find positions for internal mobility following the length of the contract.

Requirements

Role Responsibilities:

• 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 Skills and Experience:

• Experience in using Google suite applications and Microsoft
• 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  
• Previous experience of customer liaison 
• Experience in customer services excellence, with a clear focus on providing excellent customer service to clients and stakeholders 
• Experience in working collaboratively with internal and external team members while bringing the outside in in terms of knowledge and 3rd party specialist. 

Supporting skills:  

• Experience working in retail environments, executing sales strategies at a regional & national level, while considering account specific requirements 
• Customer focused, with a partnership led approach 
• 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  
• Previous experience of customer liaison 

Benefits

• 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

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