Customer Experience Agent

Hours: 37.5 hours per week

Salary: £29,262 per annum

Location: Edinburgh City Centre

**The start date for this role is Monday, 5 January 2026**

The Postcode Lottery raises funds for good causes. Together with our partners and everyone who participates in the lottery, our staff members all work towards creating a better, greener, and more socially inclusive world. Would it make you proud to contribute towards this amazing mission as a Customer Experience Agent? Join our international team at the Postcode Lottery Group in the Netherlands, Germany, Norway, the UK and Sweden!

As part of our friendly and passionate Customer Experience team, you’ll speak to our fantastic players every day. Whether it’s helping them sign up to play or accessing their ‘My Account’, answering questions, or sharing the exciting news that they’ve won a prize, you’ll be there to make every interaction feel special.

You’ll support players in claiming non-cash prizes and help them feel informed every step of the way. Some conversations may involve players who need a little extra time or care, and so we’re looking for people who can bring empathy, patience, and sound judgement to every interaction.

Best of all, you'll have the opportunity to showcase the incredible impact our players make on charities, helping them feel proud to be part of something truly meaningful. Every conversation is a chance to build genuine connections, share joy, and brighten someone's day.

Your tasks will include:

• Handling a variety of interaction types to support our players requests across contact channels such as phone and email etc.
• Supporting players with signing up, general queries, online account support and claiming prizes and much more.
• Accurately inputting data into our in-house systems.
• Following all relevant regulatory and compliance standards, with a focus on responsible play, data protection, and safeguarding best practices.

What We’re Looking For:

·A natural communicator that brings warmth, clarity, and professionalism to every conversation, whether it’s over the phone or by email, demonstrating a passion for helping players feel valued, heard and appreciated.

• A keen eye for detail. You notice the little things that make a big difference.
• Confidence using IT systems, including Office 365, and the ability to navigate multiple platforms with ease.
• A team player who brings positive energy and supports others.
• Someone who can recognise when a player might need a little extra support and respond with kindness and care.
• An understanding of (or willingness to learn about) the responsibilities of working in a regulated lottery.
• Motivation to achieve great results while spreading joy.
• The ability to juggle tasks, and adapt to changes whilst staying calm, cheerful, and focused - even on busy days.

More information:

Our interview process is designed to be warm, welcoming, and give you a real feel for what it’s like to be part of our team. It begins with a friendly screening call from our recruitment team, where we’ll get to know you a little better and answer any questions you might have.

If we’re a good match, you’ll be invited to a one-hour, face-to-face interview at our modern offices in Charlotte Square, Edinburgh. This will be a competency and strengths-based conversation, giving you the chance to show us what makes you a great fit for the role.

We anticipate holding face-to-face interviews during the weeks commencing 27th October and 3rd November.

This role requires the successful candidate to work a variety of shifts with most (or all if you prefer) of your week spent in our Edinburgh office, where you’ll be part of a supportive team.

We offer a thorough and supportive 5-week induction programme which will take place onsite to help you settle in and succeed, so we're looking for someone who can fully commit to this training period onsite at our offices.