Allwyn UK
Contact Centre Team Manager ( 12 Months FTC)
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About the Role
To deliver exceptional customer service to all Allwyn customers and retailers, through effective performance management.
Coaching and development of a contact center 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 and acts as an expert in a customer contact-related discipline.
- Has strong knowledge of TNL products with a view to being a subject matter expert to agents and colleagues.
- Solves complex problems when they arise while being innovative in their approach.
- Understands customer needs and is able to manage/diffuse tense or difficult customer situations.
- The ability to make decisions guided by functional support.
- To demonstrate success in managing and improving absence within a contact center.
- Review and improve AHT (Average Handling Time) within your team.
- Shows accountability in managing and closing complaints within internal timeframes.
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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 analyzing and using data to support the development and performance of Contact Center Agents.
- Commercially focused with experience in driving efficiency through teams and ways of working.
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 decarbonize 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.
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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.
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 careers@allwyn.co.uk, and we’ll be happy to help.
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