Contact Centre Agent

Allwyn UK

Contact Centre Agent providing customer support for Allwyn UK's players and retailers. Handling inquiries, resolving issues, and maintaining compliance with Gambling Commission requirements in a hybrid workplace.

Posted 7/14/2026full-timeWatford • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills while effectively managing customer queries and data entry tasks. Proficient in using CRM systems and adhering to GDPR regulations in a highly regulated environment.

Highest-signal resume keywords

Customer Service SkillsCRM Data EntryGDPR AwarenessTeam CollaborationNational Lottery Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryCRM SystemsGDPR Compliance

Soft Skills

Customer Query ResolutionTeamworkCommunication

Tools & Technologies

Player CRM SystemsRetail CRM Systems

Industry Keywords

National LotteryRegulated AreaKPI Achievement

About the role

Key responsibilities & impact

Identify customer requirements and where possible, resolve retail and player queries e.g. account issues, customer complaints and player system issues.
Undertake ad-hoc data entry if requested
Handle High Tier winner calls and deliver the agreed High Tier winner process, taking and transferring confidential information onto player or retail CRM systems/databases during the contact so that it can be referred to the Winner Services Team.
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.

Requirements

What you’ll need

Awareness of the mechanics of all National Lottery games and products (Desirable but not essential)
Awareness of working in a highly regulated area
Demonstrates strong customer service skills
Ability to extract and input data into CRM systems in line with internal processes & awareness of GDPR.
Can work well as part of a team but also alone

Benefits

Comp & perks

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