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.

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 committed to maximising returns to Good Causes through selling National Lottery products in a socially responsible way, with a lot of people playing a little. Our main priorities are the prevention of underage play and excessive play and to ensure our players are kept safe online. We are now looking for an experienced Team Manager to lead our Responsible Play Team within our Customer and Retail Care department to support the delivery of these objectives via our interventions programme.

Role Responsibilities:

• Provide leadership and direction to the Responsible Play team, creating a high performing culture of continuous improvement.
• Collaborate with teams from within Customer and Retail Care to deliver a best-in-class Responsible Play operation for all contact channels
• Proactively interact with our players, handle complex player interactions and escalations to a satisfactory conclusion that meets both the need of the player and the business
• Spot patterns to identify potentially vulnerable players.
• Build and promote positive relationships with stakeholders across the wider business
• Monitor and analyse player data and behaviour to identify trends and patterns.
• Ensure all agreed departmental KPIs and GAMCOM requirements are achieved
• Always Act as an ambassador for Allwyn and the Customer and Retail Care department.

Key Measures of Success:

• Achieve departmental KPIs
• Ensure all GAMCOM requirements are met
• Deliver a successful interventions programme on behalf of The National Lottery

Key Skills and Experience:

• Proven track record of managing and developing high performing teams.
• Excellent Customer Service and interpersonal skills.
• Experience of working in a comparable role within the gaming industry or relatable sector (i.e. Banking, Finance, etc.)
• Experience of working in a highly regulated environment and working with vulnerable customers.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Experience and knowledge of safer gambling practices is desirable but not essential.
• Strong communication skills which can be demonstrated with stakeholders at all levels across the business.
• High Degree of Confidentiality.

Our goal 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.

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