Allwyn UK
Lottery
ResponsiblePlayAdvisor
“Responsible Play Advisor at Allwyn UK. Skills: Responsible play, Customer protection. Deliver outbound responsible play calls. Adopt sensitive and empathetic approach”
What You'll Achieve.
Ensure at-risk participants protected; Achieve minimum conversion of 60%; Manage daily workload; Deliver Participant Protection strategy; Achieve individual KPIs; Achieve team KPIs
Industry & Context.
Customer objection handling
What They're Looking For.
Must Have
Comfortable having difficult conversations, Good data management skills, Experience using MS products, Thorough understanding of TNL responsible play tools, Excellent attention to detail, High level of accuracy, Able to work in high-volume environment, Self-motivated individual, Able to handle sensitive information discreetly, Able to prioritise workload, Work to tight deadlines, Adaptable to changing procedures, Work with variety of business stakeholders, Excellent understanding of National Lottery games, Proven track record of effective customer objection handling
Nice to Have
Genuine interest in promoting responsible play, Genuine interest in protecting vulnerable players, Positive Team Player
What You'll Do.
Deliver outbound responsible play calls
Adopt sensitive and empathetic approach
Liaise with other teams
Resolve customer complaints
Accurately apply breaks and exclusions
Review account limits
Analyse potential at-risk indicators
Monitor at-risk indicators
Act as Ambassador for responsible play
Promote responsible play habits
Be available for training
Support wider contact centre team
Take inbound web chats
Perform ad hoc projects
How You'll Work.
Team & Collaboration
Liaise with other teams
Communication Scope
Difficult conversations
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