Responsible Play Advisor

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 

We are currently recruiting for the position ‘Responsible Play Advisor'. This is an important role as it is critical in helping to achieve our ambition of making The National Lottery the safest place to play, by promoting responsible play and delivering our targeted participant protection interventions programme.  

The Responsible Play team, located within our Customer and Retail Care department, are primarily responsible for managing inbound and outbound calls from players identified as potentially at-risk, by our online behavioural analytics model. 

The Customer & Retail Care department provides end-to-end support at agreed customer service and Gambling Commission standards to all players and retail customers. 

What you'll be doing 

•  Deliver outbound responsible play calls to players who have been identified as ‘at risk'  

• Adopt a sensitive and empathetic approach when speaking with at-risk players.  

• Liaise with other teams within the department to help resolve customer complaints relating to responsible play.  

• Accurately apply breaks and exclusions, as well as reviewing account limits, along with other relevant account information, for ‘at risk' and/or long-term unhealthy play accounts.  

• Analyse and monitor potential ‘at-risk' indicators in our internal systems.  

• Support the Team Manager, in meeting Team SLAs and Targets. 

• Act as an Ambassador for responsible play at The National Lottery, and promote responsible play habits at all times.  

• Be available for training as required. 

• When business requirements determine, support the wider contact centre team by taking inbound web chats and calls from our players. 

• Ad hoc tasks and projects as required and as directed by the management team. 
  

What experience we're looking for 

•  Comfortable with having difficult conversations with at-risk and vulnerable players. 

• Good Data management skills and experience of using MS products.  

• Have a genuine interest in promoting responsible play and protecting vulnerable players.  

• Must have a thorough understanding of all TNL responsible play online tools and limits. 

• Excellent attention to detail and a high level of accuracy. 

• Able to work in a high-volume work environment. 

• Self-motivated individual with excellent communication skills and the ability to handle sensitive information discreetly. 

• Able to prioritise workload and work to tight deadlines.  

• Must be adaptable to changing procedures and be able to work with a variety of different business stakeholders. 

• Must have an excellent understanding of the mechanics of all National Lottery games and products. 

• Must have a proven track record of effective customer objection handling.  

• Be a positive Team Player that reflects the company values.  
  

Key Measures of Success 

•  Ensure at-risk participants are protected from harms potentially caused by TNL products 

• Achieve a minimum conversion of 60% (positive changes on the account) when having responsible play conversations with players. By positive changes, we mean a reduction in spend and play limits or an account exclusion. 

• Manage daily workload to make sure the Participant Protection strategy is delivered for at-risk players in good time  

• Achieve individual and team KPIs
  

 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. 

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 careers@allwyn.co.uk and we'll be happy to help