Play Advisor

We are currently recruiting for the position ‘Responsible Play Advisor’. This role is critical to promote responsible play and protect participants within the National Lottery.

• Deliver outbound responsible play calls to players who have been identified as ‘at risk’
• Adopt a sensitive and empathetic approach when speaking with at‑risk players
• Liaise with other teams within the department to help resolve customer complaints relating to responsible play
• Accurately apply breaks and exclusions, as well as reviewing account limits, along with other relevant account information, for ‘at risk’ and/or long‑term unhealthy play accounts
• Analyse and monitor potential ‘at‑risk’ indicators in our internal systems
• Support the Team Manager, in meeting Team SLAs and targets
• Act as an Ambassador for responsible play at the National Lottery, and promote responsible play habits at all times
• Be available for training as required
• When business requirements determine, support the wider contact centre team by taking inbound web chats and calls from our players
• Ad hoc tasks and projects as required and as directed by the management team

• Comfortable with having difficult conversations with at‑risk and vulnerable players
• Good data management skills and experience of using MS products
• Have a genuine interest in promoting responsible play and protecting vulnerable players
• Must have a thorough understanding of all TNL responsible play online tools and limits
• Excellent attention to detail and a high level of accuracy
• Able to work in a high‑volume environment
• Self‑motivated individual with excellent communication skills and the ability to handle sensitive information discreetly
• Able to prioritise workload and work to tight deadlines
• Must be adaptable to changing procedures and be able to work with a variety of different business stakeholders
• Must have an excellent understanding of the mechanics of all National Lottery games and products
• Must have a proven track record of effective customer objection handling
• Be a positive team player that reflects the company values

• Ensure at‑risk participants are protected from harms potentially caused by TNL products
• Achieve a minimum conversion of 60% (positive changes on the account) when having responsible play conversations with players – a reduction in spend and play limits or an account exclusion
• Manage daily workload to deliver the Participant Protection strategy for at‑risk players in a timely manner
• Achieve individual and team KPIs

• 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, meaning we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled and neurodivergent colleagues and candidates. 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  and we’ll be happy to help.