Basic Function & Purpose of the RoleAbout The Role
As one of our Customer Support Agents you will be the voice and image of The National Lottery.
You will need to have the ability to work with internal as well as external stakeholders who are experiencing technical issues with either their equipment in their stores or with Irish Lottery players, who are having issues with their account or games.
Some of the main tasks that you will be responsible for are listed as follows:
Customer Support queries via phone and online channels from retail agents, online players, and retail players.Provide technical support to Retail agents and online players.Diagnose customer issues by asking probing questions.Work with internal and external customers to resolve issues with a high level of customer service and excellence.Work with your Team Lead to highlight any issues/trends causing our customers unnecessary challenges.Quickly develop hands-on our bespoke systems and gain IT knowledge to support customers.Work collaboratively across your team as well as across the global business (IT Support, Digital, Operations).Exceeding KPI/SLA's on a continuous and daily basis.Integrating regulatory constraints into work practices to ensure compliance is maintained.Daily reports to be completed.Ad Hoc tasks as required e.g.
outbound call campaigns.About YouYou're flexible with your time; this role will involve shift work and our opening hours are 8am - 9pm Monday to Sundays including Public Holidays.You are customer service focused candidates with previous experience in a Customer Support environment.You have a desire to learn, develop and progress in a career.You have excellent communication both written and verbal.You have high attention to detail, with an emphasis on compliance.You have an inquisitive nature, with an ability to find the root cause of customer issues and queries.You're a team player with the ability to work on your own initiative.You're proficient in Microsoft Excel and Word, with the ability to perform tasks such as data entry, formatting, and creating reports in Excel and working with documents, tables, and formatting in Word.You can complete daily reports accurately and on time.If you have previous experience of Zendesk CRM systems, that would be advantageous.About The Team
The Customer Support Team plays a pivotal role in the success of The National Lottery, serving as the first point of contact for our customers.
Our team is led by our Customer Operations Manager, two Team Leads who manage the Senior Customer Support Agents and the Customer Support Agents, as well as a Training and Quality Lead, Quality Assurance Analyst and Project Lead.
The key responsibilities of the team include assisting online players with account access, providing troubleshooting, placing retailer orders and equipment replacements and assisting Customers claiming prizes in-store.
We are committed to meeting our SLAs and ensuring that customer inquiries are handled promptly, professionally, and effectively.
The Customer Support Team is an integral part of Core Operations, working closely with teams such as Player Protection, Claims, and Draw Operations, all of which are focused on delivering a seamless and positive experience for every customer we serve.
About the BenefitsCompetitive SalaryDefined Contribution PensionHybrid Working Model for applicable rolesAdditional work from home daysWork from abroad daysVolunteer daysIncome ProtectionSick Pay SchemeEmployee Recognition ProgrammeCompany Social EventsSports & Social GroupGolf SocietyFree onsite snacks – tea, coffee, fruit and cerealsDiscounted Gym Membership optionsAnnual Eyesight TestsAnnual Flu Vaccinations
Learn more about our benefits here! About Us
At the National Lottery, we have been making dreams come true since 1987.
As a leading organisation in the Irish gaming and entertainment industry, we are dedicated to offering exciting lottery games that bring people together in a safe and responsible environment, whether through our traditional draw-based games like Lotto and EuroMillions, and more recently EuroDreams, or our instant win Scratch Cards and online instant win games.
We take pride in operating with the highest standards of integrity and transparency, ensuring our players can enjoy a fair, fun, and responsible gaming experience.
We have distributed over €6.5 billion to thousands of Good Causes since inception, helping to transform communities nationwide by benefiting sectors such as sports, art and culture, heritage, youth, community, health and wellbeing and Irish language.
The acquisition of PLI by La Française des Jeux (FDJ) was completed in November 2023.
FDJ is regulated in France, is a publicly listed company and operator of the French National Lottery and is also the largest gaming operator in France.
Working with us means becoming part of a dynamic, customer-centric team passionate about making a difference.
We are committed to fostering innovation and creativity in a collaborative work environment.
If you're a motivated individual with a passion for contributing to a socially impactful business, join us and be a part of our mission to create winners every day – not just through life-changing prizes, but through meaningful community support.
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