Real Time Analyst (9 Months FTC)

Job title:

Real Time Analyst (9 Months FTC)

Company

Allwyn

Job description

We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic, Austria, Greece, Cyprus & Italy. We also operate in Illinois, USA.While the main contribution of The National Lottery to society is through funding good causes at a rate of £30m+ each week, 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 over the course of the new L4 licence from the UK Government.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…

• To monitor and manage operational performance to ensure efficiency, effectiveness and adherence to service level agreements by analysing real-time data related to various key performance indicators.

Department Description:

• Customer Operations service the customers and retailers of the national lottery brand, across a multi-channel environment to agreed regulatory and internal performance targets for customers and retailers – satisfaction, service delivery, healthy play and compliance performance targets.

What you’ll be doing…

• Monitor and track operational performance in Real-Time

• Identify, report and manage C&RC incidents

• Optimize resource allocation and assignment

• Generate actionable insights to increase efficiency in the contact centre

• Collaborate with key stakeholders within C&RC to provide key insight and analysis

What experience we’re looking for…

• Experienced real-time analyst in Allwyn or a similar business

• A fast thinker, willing to make changes and switch focus quickly

• Analytical thinker who can clearly communicate to all levels of the business

• Competent in the management of resources using Workforce Management Tools, as well as multiple other packages

• Experience or skills in Incident Management

Key Measures of Success:

• Service level attainment

• Managing staffing levels and occupancy efficiently

• Manage average handle time

• Identifying and resolving incidents in a timely manner

• Completing business critical checks daily

About us:‍We’ve developed, or are developing, ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better.

• Innovation – We pride ourselves on it! We’re constantly looking for new ways to excite our customers, bringing new products to enjoy which is all underpinned 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 licence.
• Sustainability – Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this.
• Inclusion and accessibility – We are making all parts of The National Lottery inclusive – whether you play a game in a store or online.

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 and we’ll be happy to help.An inclusive reward offering with wellbeing at the centre…At Allwyn, we’ve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers.Here’s a list of some of the fantastic benefits we offer…

• 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

Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues, we continue to create a place of work where people feel rewarded and can succeed.We want to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.

Expected salary

Location

Watford, Hertfordshire

Job date

Sun, 24 Aug 2025 22:59:34 GMT

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