Meet the team

A Typical Day.

Catriona Meet the team article

Meet Catriona from the Retailer Provisioning team.

My team and I maintain the terminals of The National Lottery retailers. This means managing installations, change of ownerships, external moves and cancellations. We also manage any adhoc projects that need be done in regards to satellite or the communication for the terminal, for example refit/refurbishments and terminal moves. With 46,000 retailers with terminals - there’s a lot for us to do!

Sam Meet the team article

Meet Sam from the Contact Centre team.

On a normal day, I will be alternating between taking calls from retailers and from interactive players. This ranges from helping players with their account queries, to assisting retailers to get their terminals working. I also assist other departments like our engineer department and accounts, which gives me better insight about how processes in the company work. I definitely enjoy doing my job with my team.

Catriona 1

Meet Jimi from the Social Media team.

My team and I respond to messages on Facebook, Twitter, Instagram and YouTube. Our task is to increase brand positivity through our responses. We then measure how negative or positive our feedback from players is and use this data to help us give the best experience in future. Our job allows for a lot of flair in our responses and this can create some good banter among the team.

Emmanuel Meet the team article

Meet Emmanuel from the Incident Management Centre team.

I start my day by looking at the calls allocated to us from the hotline for retailers who have requested an engineer. I analyse the ticket and depending on what the fault is, I will carry out second line troubleshooting as necessary.  I assist engineers on site with queries and liaise with our third party companies regarding escalations, outage issues and closures. I reply to retailer appeals for engineer charges via email and I communicate with the Retail Provisioning team regarding installation issues, dispenser orders and IMAC requests.

Danielle Meet the team article

Meet Danielle from the Webchat team.

There's never a dull day in webchat. My job is to chat online with customers who prefer not to call in. I can chat with up to 100 customers a day and sometimes that means chatting with up to 3 at the same time. We get a wide variety of contacts and every day really is different. But what makes it really great is that even though we're working in a fast paced environment, I have a great team around me and we're always working together to serve the nation's dream! 

Hussain Meet the team article

Meet Hassan from the Real Time Planning team.

I work in the Planning Real-Time and MI (Management Information) team in Customer Operations. As a team we are responsible for forecasting inbound call volumes to the contact centre and scheduling telephone agents to meet demands. We also monitor and deliver service level targets in real-time and report on our performance. 

Hayley Meet the team article

Meet Hayley from the Telephone Sales team.

I am part of a team focussed on telephone sales. My job is to work closely with the Retail Sales team and make sure that all of our 46,000 retailers get the support they need. A typical day would be spent on the phones managing sales and compliance for our retailers. This helps us to build and maintain our relationships with retailers with the aim to improve retailer engagement. 

Lucia Meet the team article

Meet Lucia from the Training team.

I start my day checking the daily reports to track how we are doing for the week/period and if there are any trends that show specific areas of improvement. I also review our training schedules and plan ahead to ensure we have enough agents trained on each skill. We work very closely with other Customer Operations teams to ensure that through our training we deliver the best customer service experience we can every day.

Michelle Meet the team article

Meet Michelle from the Leadership team.

No two days are the same in Customer Operations. We could have a winner calling to claim a £167 million prize or a high street retailer calling to say that their printer has jammed! In the morning I could be meeting external clients to talk about our new Telephony system and in the afternoon I could be involved in one of our assessment centres to recruit for our social media team. Our roles in Camelot are exciting, varied, busy, high energy and let's not forget GREAT FUN!