Service Improvement Manager

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 

The Service Improvement Manager role is integral to the success of the Customer & Retail Care department by making the experience of our players, retailers and the colleagues in the department optimal (by making things easier and better through improvements, by ensuring the changes impacting the department are well managed, and supporting the shaping of the future customer service strategy). This helps manage costs to budget, maximises the experience received and future proofs the service offered. 

What you’ll be doing 

•  The role will identify and deliver enhanced experiences for players and retailers by: 

• Take a leading role in creating and implementing a strategy to reduce and eliminate the need to contact through deflecting contact to self-service channels (website and chatbot) and driving first contact resolution on all channels. Embedding departmental ways of working in regards to experience and ensuring these are validated 

• To own a portfolio of projects (initiated both within Customer & Retail Care and from the wider Allwyn organisation) 

• To support the Business Transformation Manager shape and champion the customer service strategy both within the department and to senior stakeholders across the Digital and Retail channels and internally to Customer & Retail Care. 

• Be a subject matter expert on all department processes to help inform future changes 

• Function reviews to optimise the operation 

• Process and knowledge management documentation to agreed business standards 

• Risk and compliance consideration for the department 

• Workshop facilitation both within the department and externally (to support the deliverables above) 

What experience we’re looking for 

•  Experience in process improvement methodologies and techniques (for example Lean Six Sigma) 

• Some transformation and strategy design experience 

• Project Management skills 

• Business and Change Readiness skills (including requirement gathering and validation) 

• BPM (architecture, standards and mapping skills) 

• Experience in AI deployment desirable 

• Strong presentation skills (both creating and delivery) 

• Experience in working with reasonably large data sets independently (and supported by data teams) 

• Eye for detail (to support testing, risk management and compliance) 

Key Measures of Success 

• Successful supporting of the design of future contact strategy 

• Successful delivery to time, budget and outcomes for assigned company projects (primarily customer benefit and cost benefit) 

• Successfully champion to approve internal projects then deliver to the measurable results agreed 

• Accuracy of documented work (processes, knowledge base, chatbot and procedures) 

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. 
• Empowering every voice – We believe in creating a culture where everyone feels they belong, can be themselves, has access to opportunities and can thrive for the benefit of good causes.  Our diverse teams are working hard to make all parts of The National Lottery inclusive – whether people play a game in a store or online, because when everyone can play, everyone wins.. 

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 [email protected] and we’ll be happy to help.