Operation Sales Executive - Outbound Call's

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Operation Sales Executive - Outbound Call's

Sector: Sales and Business Development
Role: Executive
Contract Type: Permanent
Hours: Full Time

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. 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 on 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.

Role Purpose:
To grow National Lottery (NL) returns to good causes by providing proactive support to all customers in line with the agreed departmental KPI's, ensuring that all our retailers optimise sales opportunities.

Department Description:
The Customer and retailer care department provides end-to-end support at agreed customer service and NLC standards to all players and retail customers.

Team Description:

• The team actively manages sales and compliance for a number of retailers through inbound & outbound calls. Key to the team's success will be the ability to achieve targets in a profitable way.
• Adhoc support is provided to the wider Customer Operations team when necessary to ensure optimum levels of service are delivered.

Role Responsibilities:

• To build relationships, actively promote NL and influence positive changes to retailer Lottery advocacy.
• Maximise customer contact time by making effective outbound contacts, in line with outlet contact strategy, through effective diary management and time planning.
• Demonstrate a good understanding of both multiple and independent retail store environments to effectively advise retailers on matters of sales growth, brand promotion, merchandising, Scratchcard stock management & adherence to mandatory regulations (NLC).
• Demonstrate effective two-way communication in a blended approach to working with other teams.
• Resolve various retailer NL issues as and when raised, taking ownership to gain resolutions if required.
• Work in conjunction with other Allwyn Departments to provide a joined-up approach to CRM.
• To review, utilise and update data records held in Allwyn CRM systems before, during, and after retailer and player interactions.
• Provide adhoc support to other operational activities, initiatives and projects as required.
• Accurately update the Allwyn CRM tool.
• Provide targeted inbound and outbound support to other operational activities, initiatives and projects as required.
• Where necessary, refer issues to relevant internal/external departments using correct escalation procedures.
• Maintain a knowledge of Allwyn's operating model and keep up to date with all Lottery products, games, initiatives and changes to procedures.
• Act as an ambassador for Allwyn, using knowledge of the organisation and our offerings to promote Allwyn in a positive way at any given opportunity.
• To deliver on any reasonable adhoc requests.

Key Measures of Success:

• Business Expertise: Has developed knowledge and skills in a specific customer contact area; may still be acquiring higher level skills.
• Product & Service Expertise: Has developed a good understanding of all the products and services available via the customer contact channel.
• Delivering Solutions (Problem Solving): Solves problems by selecting from a range of well-defined solutions.
• Delivering Solutions (Customer Focus/Communication): Responds to non-standard requests from internal and/or external customers; investigates with assistance from others as needed.
• Delivering Solutions (Planning & Organising): Prioritises and organises own work to meet agreed upon deadlines and quality/accuracy standards.
• Delivering Solutions (Continuous Improvement & Process): Highlights new opportunities to continuously improve current working practices within own team.
• Impact (Decision Making): Makes decisions related to own work. Receives regular but moderate supervision and guidance.
• Impact (Influence): Provides information and advice to customers on basic product/service offerings.

Company

Our vision is to grow the National Lottery responsibly, making it bigger, better, and safer for all, with more to good causes.

Bigger because we will significantly increase Good Causes contributions by the end of the Fourth Licence through responsible growth of people playing.

Better because we will modernise technology and operations, refresh games and support shops while improving the use of data and digital.

Safer because participant protection underpins everything we do.

What is unique about us?

Our preparations to transform the National Lottery will be a once-in-a-lifetime type of project in the lottery industry, anywhere in the world. Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.

Our approach

In Allwyn, the National Lottery will have an operator that has social value at its heart. We will raise more funding for Good Causes, while running our own business in an environmentally and socially responsible way.

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.

Come and help us shape what the future of the National Lottery could look like.