Customer Experience Agent

Being part of the Customer Experience team means that you get to speak to our fantastic players through a variety of channels every day, supporting them by answering their queries, signing them up to play, and it's a bonus that you sometimes get to tell them how much they have won! You'll chat to them about all the wonderful charities they support both locally and further afield whilst keeping them up to date with the prizes that we have on offer.

Our overall aim is to provide a first-class customer experience to raise funds and increase awareness for charitable organisations and the work they do. Through your pride, knowledge, and contribution you'll support People's Postcode Lottery in achieving our aims.

Your tasks:

• Handling a variety of call types that include sales, customer service and outbound.


• Responding to our players via email


• Data input on our in-house systems
  
  Great attention to detail


• Confident in using a computer, Office 365, and multiple complex systems.


• Excellent communication skills, both verbal and written


• Can work well with others.


• Dedicated to helping our players.


• A drive to achieve outstanding results.


• Ability to multi-task


More information:

This role requires the successful candidate to work a variety of shifts, with your week spent mainly in our Edinburgh office. Please see an example of a typical shift pattern (please note that this is not limited to the below)

The Postcode Lottery raises funds for good causes. Together with our partners and everyone who participates in the lottery, our staff members all work towards creating a better, greener, and more socially inclusive world. Would it make you proud to contribute towards this amazing mission as a Customer Experience Agent? Join our international team at the Postcode Lottery Group in the Netherlands, Germany, Norway, the UK and Sweden!, The Postcode Lottery Group is an international organisation with a social purpose. We set up and run lotteries to raise funds for a fairer, greener, healthier world. Our players win prizes with their neighbours and raise money for charity together.

Postcode Lottery players have now raised over €12 billion for thousands of charities since 1989. We're the third largest private charity donor in the world.

Every day, more than 1,500 team members in Great Britain, Netherlands, Sweden, Germany and Norway are helping to raise €2.3 million for charity partners.

People are at the heart of what we do. Whether it's our team, our players, or the thousands of good causes supported, our aim is to play our part in creating a fairer, more equal world. We are open to ideas and are committed to creating a culture that is inclusive, representative, and celebrates diversity in everyone.


• You will receive a competitive salary, join an excellent pension scheme and benefit from private medical insurance


• It's important to us that everyone continues to develop. Our Lottery Academy offers an extensive range of training programmes and courses. We are also committed to investing up to 4% of salaries into training and development each year.


• We regularly arrange social activities and look forward to our Christmas Breakfast at the end of the year, where we look back proudly at what we have achieved together.


• We offer lots of options to keep our team fit and healthy, including an in-house gym.


• There are opportunities to be involved in the work carried out by the charities thanks to the funds we raise for them. This includes project visits, presentations, our annual Team Day, and an invite to the annual Gala event attended by the organisations we support.