Contact Centre Team Manager - 12 Month FTC (Maternity Cover)

At the heart of everything we do is our vision to change lives every day, and our mission to grow The National Lottery responsibly and champion its impact.  

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across the USA (Michigan and Illinois) and Europe, including Czech Republic, Austria, Greece, Cyprus and Italy. 

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 by creating a National Lottery that delivers more money to good causes.   

We’ll talk a bit more about us further down the page, but for now – let’s talk about the role and who we’re looking for… 

A bit about the role 

• To deliver exceptional customer service to all Allwyn customers and retailers, through effective performance management, coaching and development of a contact centre team.

What you’ll be doing 

•  Ensure all agreed departmental KPIs and GAMCOM requirements are achieved, resulting in an optimum level of service being delivered at all times.
• Ensure all people related tasks are completed as documented in company procedures e.g. PDP Reviews, administration of the absence process, health and safety requirements.
• Monitor the team’s real time adherence to predefined work schedules, investigating and resolving variance as necessary, including attendance, shrinkage, and productivity (where dedicated real time management is not available).
• Undertake performance management for each member of the team, develop Personal Development Plans (PDPs), jointly identify and secure appropriate learning, coaching and training opportunities aligned to the individual’s preferred learning style and provide performance feedback in line with defined standards. Consistently manage all performance shortfalls.
• Manage and improve the performance of operational processes and working practices.

What experience we’re looking for 

•   Manages/supervises the daily management & acts as an expert in a customer contact related discipline.
• Has strong knowledge of TNL products with a view of being a subject matter expert to agents & colleagues.
• Solves complex problems when they arise whilst being innovative in their approach.
• Understands customers needs & is able to manage/diffuse tense or difficult customer situations.
• The ability to make decisions guided by functional support.
• To demonstrate success in managing & improving absence within a contact centre
• Review & improve AHT (Average Handling Time) within your team.
• Shows accountability in managing & closing complaints within Internal timeframes.

KEY SKILLS AND EXPERIENCE:

• Proven People Management experience
• Experience of leading a team within a customer service environment
• Ability to use Microsoft Office Applications
• Knowledge of CRM solutions e.g. SAP/Gem Suite/ServiceNow
• Experience in analysing & using data to support development & performance of Contact Centre Agents.

About us 

At Allwyn, we are dedicated to changing lives and growing the National Lottery responsibly, championing its positive impact on people, places, and the planet. 

• Innovation - We pride ourselves on it! We’re constantly looking for new ways to excite our customers, bringing new products to market to enjoy which is all supported by our responsible play values and making them accessible to all.  
• Giving back – Did you know that playing the lottery generates around £30m a week for charities and good causes in the UK? Our aim is to have doubled this number by the end of the first 10-year license. 
• Sustainability – Our aim is to become a net zero national lottery. We have 2030 targets to decarbonise our operations and energy. We’ve already transitioned to renewable energy providers, made our London and Watford offices zero gas, and ensured our fleet consists of low-emission vehicles. In addition, we’re working with our value chain partners to develop a net zero target date. 
• Empowering every voice – We believe in creating a culture where everyone feels they belong, can be themselves, has access to opportunities and can thrive for the benefit of good causes.  Our diverse teams are working hard to make all parts of The National Lottery inclusive – whether people play a game in a store or online, because when everyone can play, everyone wins.. 

An inclusive reward offering with wellbeing at the centre 

At Allwyn, inclusion is built into how we care for our people. Our benefits and policies support colleagues and their families at every stage of life and career. By prioritising wellbeing and belonging, we create a workplace where everyone feels valued, rewarded, and empowered to succeed. Our people are more than colleagues - they’re winners, driving positive change and making a real difference in communities. 

Benefits 

• Company Bonus Scheme 
• Matched pension contributions up to 8.5% 
• 26 days annual leave + 2 Life Days (and bank holidays) 
• Single Private Health Cover 
• Complimentary Private Medical 
• Income Protection  
• Flexible Benefits – EV Scheme, Money Coach, Will Writing, Mortgage Advice, Dental and Eye Care Schemes. 
• Enhanced Family Leave (Maternity, Paternity, Adoption) 
• Wellness Allowance £500 
• Employee Assistance Programme 
• Discounted Health Assessments 
• Volunteering Days 
• Matched Funding 

We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled and neurodivergent colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job. 

If you need any assistance or adjustments to this job description or in the application process, please contact a member of the talent team at [email protected] and we’ll be happy to help.