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

Role Purpose:
● The Customer and Retail Care department deliver the servicing to our UK consumers and retailers to agreed service performance targets

● The Operational Sales Team makes outbound calls to Retailers in line with the Retail contact strategy. The calls are a combination of engagement and tactical contacts, in support of game launches, product availability, jackpot rollover events, responsible retailing and more.In partnership with the Retail Sales team, the OST focus on growing Retailer sales, building engagement and ensuring compliance to our in store standards.

• Role Responsibilities:
  
• To support sales growth and in store standards across our Retail estate, through excellent Retailer service and the management and motivation of the Operational Sales team (OST) to maximise returns to good causes
• Lead the team to build relationships, actively promote TNL and influence positive change in retailer lottery advocacy
• Lead, develop and manage the team in line with the customer operations strategy
• Plan and implement OST campaigns to deliver maximum benefit to good causes and customer operations
• Conduct regular performance analysis in respect of team performance and implement appropriate improvements
• Develop and implement continuous improvement plans focusing on areas that increase sales and manage and improve the performance of operational processes and working practices
• Ensure all agreed departmental KPIs are achieved
• Demonstrate effective management, re-assigning resources and skills daily to ensure that outbound targets are achieved.
• Manage and resolve complaints, escalating them where necessary implementing the resulting improvement actions.
• Assist with presenting service reviews to internal stakeholders/clients working with them to increase sales.
• Develop relationships with the wider Retail Team to maximise opportunities to improve sales
• Guide and coach the team to maximise sales per terminal
• Develop relevant product knowledge and expertise across the team
• Ensure ongoing people development with your team, including robust induction process, regular coaching and PDP opportunities
• Maximise use of the dialer and all available information and tools to ensure calls are being made to the right retailers at the right time, and make recommendations to management team of proposed improvements
• Measure value and impact of OST campaigns using data and insight to deliver value on every call
  
  
  
  

Requirements

To be successful in this role: ● Experience of managing a team
● Excellent interpersonal skills
● Ability to use MS office applications
● Experienced sales background
● Knowledge of CRM solutions (SAP/ONYX)
● Experience in working in an outbound sales environment with dialer or outbound technology and methodology
● Experience in analysing and interpreting data to manage operational and CSA performance
● Desirable - Knowledge by practice of bespoke Lottery systems for data input and interpretation
● Desirable - Knowledge and understanding of Lottery games, systems and procedures

Benefits

• 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