Gradbay Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.
About us:

We are Allwyn UK, part of the Allwyn Entertainment Group - a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy. We have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024.

We've developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is 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.

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 to build a bigger, better, and safer National Lottery that delivers more money to good causes.

Role Purpose:

The Grad bay manager will support the Training and Quality team by ensuring the efficient management of day to day running of grad bays and transition of agents from training to grad bay & from grad bay to the contact centre environment, also assisting in various administrative tasks. This role involves compiling and analysing data, preparing reports, and aiding in the implementation of quality improvement initiatives. Additionally, the Grad bay Manager will provide supportive coaching throughout the agents onboarding and hold an end to end responsibility for agents entering grad bay and have completed the sign off process on their trained skillsets ready to join the wider C&RC team.
Role Responsibilities:

• Principle duty will be day to day management of grad bays, ensuring that all grad bay agents are delivering being brilliant consistently with immediate feedback and side by side coaching to support the agent after training.
• Ensuring AHT standards are achieved.
• Ensuring agents demonstrate understanding and implementing controls and compliance policies throughout call taking before being signed off to join the wider team.
• Create a strong partnership and handover workflow with Team Managers to maintain momentum and coaching needs of the agent.
• Ensuring sign off attempts are organised with a clear & concise audit trail.
• Own and ensure the data integrity of training plan for the grad bays ensuring clear audit trail detailing training notes, attendance performance, sign off strengths along with area of focus needs.
• Ensuring all agents have appropriate systems access before sign-off.
• Managing & owning hand over documents for agents leaving the grad bay to their teams, summary of all training & sign off notes ect..
• Supporting T&Q team with additional tasks/projects
• Developing and maintain a strong relationship with key stakeholders incl Training Team & Q&T Manager, Contact Centre Team Leaders, SI Team to implement changes & Service Desk
• Organising desk space for the grad bay, scheduling sign offs from the quality team, managing failed sign off attempts, supporting the grad bay agent's queries, encouraging, and enforcing appropriate behavioural standards and a smooth handover from to the agent's wider team.

Key Measures of Success:

To be successful in this role:

• KPI metrics post training
• BB accreditation
• CSAT
• FCR
• AHT Consistent Performance
• QA Scores
• Induction rating & employee feedback

Requirements
Key Skills and Experience:

• Experience in quality evaluation would be beneficial
• Experience in coaching & training
• Experience in operational customer service environment preferred
• Experience in systems & access management
• Organised and planner - ability to develop and deliver against a clear roadmap of training and quality activities.
• Flexible and adapts to changes - adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Group organisation management and support
• Keen understanding of audit trail
• Strong influencing skills - working across multi operational and stakeholder groups to build consensus and plans to support operational training and quality delivery.
• Strong communication skills - verbal and written.
• Detail-oriented with a high level of accuracy.
• Ability to work independently and as part of a team.
• Strong problem-solving skills.
• Ability to use Microsoft and Google Suite

Benefits

• 34 days paid leave (This includes bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: We'll contribute 8.5%
• BUPA
• £500 wellness allowance
• Income Protection