Customer Service Agent - Written Correspondence (FTC until Aug 2026)

A bit about the role

To provide first line support to both players and retailers within the agreed departmental KPIs and Gambling Commission requirements, ensuring an optimum level of service is always delivered. This consists of handling contacts from Allwyn's customers via email or letter and ensuring completion of any associated actions that are required within agreed performance and quality measures.

What you'll be doing

• Investigating and resolving customer complaints thoroughly and fairly, ensuring outcomes are accurate and compliant with company and regulatory standards.
• Compiling high quality written correspondence.
• Identify customer requirements and where possible, resolve retail and player queries (e.g. account issues, customer enquiries and player system issues).
• Escalate contentious issues raised by email or letter to the respective areas of the business.
• Undertake ad hoc data entry if requested.
• Be available for training as &when required.
• 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 whilst achieving KPI's set.

What experience we're looking for

• Proven experience in complaint handling, customer correspondence in a regulated or customer focused environment.
• Exceptional written communication skills, with the ability to write clearly, concisely and empathetically.
• Awareness of the mechanics of National Lottery products (desirable but not essential).
• Awareness of working in a regulated business.
• Strong customer advocacy and customer service skills.
• Experience working in a team environment.
• Familiarity with Microsoft suite products.
• Ability to work with several departments and key stakeholders.

Key Measures of Success

• Attention to detail.
• Ability to navigate Microsoft computer systems as appropriate.
• Excellent written skills.
• Understanding of the mechanics of all National Lottery games and products.
• Work with team manager on quarterly objectives agreed & set with line managers.
• Ability to work under pressure within a highly regulated business with a drive for continuous development and improvement in role.

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 and we'll be happy to help.

An inclusive reward offering with wellbeing at the centre

At Allwyn, we've put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers.

Benefits

• Company bonus scheme.
• Matched pension contributions up to 8.5%.
• 26 days annual leave + 2 Life Days (and bank holidays).
• Complimentary Private Medical.
• Life Assurance.
• Enhanced Maternity & Paternity leave.
• £500 wellness allowance.
• Access to nutritional advisor and personal trainers.
• Discounted Health Assessments.
• Complimentary Financial coaching.

Equal Opportunity Employer

Allwyn is an Equal Opportunity Employer which prides itself in 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. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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