Lottery Administration Team Manager

Job description

Job responsibilities

Duties & Responsibilities: Work closely with the Head of Lottery to support smooth running of the Lottery department, covering as required in their absence. Undertake management responsibilities of all Lottery Administration Staff, including annual reviews & sickness. Measure and evaluate the work of the Lottery Administration Team against clear objectives and provide guidance to ensure maximum efficiency. Responsible for the recruitment, induction and training of Administration staff. Contribute to the budget setting process and support Head of Lottery to monitor Lottery performance against budget. Co-ordinate the work of the Administration Team to ensure team and individual KPIs and deadlines are adhered to. To manage and operate the Dougie Mac weekly Lottery using in-house systems ensuring the weekly draw takes place every Friday, every week of the year. Plus any additional seasonal raffles (currently two per annum). Ensure the operation of the Lottery complies with current gambling laws and the Data Protection Act, keeping abreast and implementing any changes when necessary. Responsible for all payment reconciliation processes, complete all relevant audit reports and take charge of the accurate printing of all weekly winners prize cheques. Responsible for managing all methods of Lottery player payments. Focus on maximum possible efficiency and ensure the highest level of accuracy is maintained and that best practises in Lottery administration are adhered to at all times, recommending any process improvements. Maintain the Lottery database in accordance with the hospice data policy; ensuring that information is accurate and up-to-date on a weekly basis. Responsible for managing the administration duties relating to other Lottery income streams (i.e. seasonal raffles, scratch cards, weekly Lottery tickets and Lottery donation income). Support the Head of Lottery by implementing administration processes to support Lottery player recruitment campaigns and other Lottery promotion initiatives. Provide reporting to monitor monthly Lottery player cancellation trends and reasons for cancellations. Introduce ideas to help reduce Lottery player cancellations. Ensure excellent customer service with regards to written and verbal communication to Lottery players. Working closely with the Lottery Sales Team Leader, create data files to be used for all Lottery Telemarketing activity in accordance with the criteria set. Manage any adverse comments with supporters in a calm and professional manner, support the team and report appropriately. Highlight any incidents of concern to the Head of Lottery in a timely manner to investigate. Work with our Finance Team to ensure effective processes are in place so that Finance can accurately submit monthly Management Accounts and Gambling Commission submissions. Network effectively both internally and externally and attend appropriate meetings/ training/conferences to update knowledge and skills and to ensure most up-to-date practice in all areas of defined responsibility. Ensure all mandatory training is up to date.

Person Specification

Qualifications

Essential

• - Evidence of formal education, educated to minimum of GSCE level (or equivalent)

Desirable

• AAT qualification or hold a qualification in an Accountancy/Finance related subject.

Experience

Essential

• - Used to adopting a professional approach
• - Experience of managing and leading a team of 3 /6 staff.
• -Proven management experience of administration/finance projects.
• - Experience of working in a sales & target driven environment.
• - Experience of working in a customer service environment
• - Experience of reporting and monitoring in line with deadlines.
• - Administration experience including processing various methods of payments i.e direct debit, debit card, cheques and cash to specific deadlines.
• - Ability to plan, organise and prioritise work and carry out instructions.
• - Excellent communication skills (especially verbal) and the ability to build a professional rapport with staff and supporters.
• - Experience of working as part of a team in a busy office.

Desirable

• Experience of banking/finance

Additional Criteria

Essential

• - IT skills including Microsoft Office Suite (Word, Excel, Outlook and Powerpoint)
• - Proven leadership, teamwork and decision making skills.
• - An ability to positively influence paid and volunteer staff.
• - Excellent organisational, interpersonal and communication skills.
• - Knowledge and experience of using an in-house database which administers income/customer records.
• - Ability to demonstrate confidence, empathy, enthusiasm and initiative
• - Have an excellent face to face & telephone manner
• - Ability to relate to the multi-disciplinary team within the hospice.
• - A flexible approach towards the changing needs of the organisation.
• - Self-motivated.
• - Ability to work effectively both within a team and on own.
• -Ability to deal with difficult situations effectively
• - Capable of working under pressure to meet targets, ensuring accuracy and attention to detail at all times
• - Dress in a manner that conforms to accepted formal codes of business dress
• - Flexible working to meet shift requirements
• - Able to meet the requirement of the job role

Desirable

• Knowledge of Gambling and Charity Commission guidelines and regulations.
• Knowledge of Data Protection regulations.
• An understanding of the principles of financial audit requirements.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Douglas Macmillan Hospice

Address

Dougie Mac

1 Grace Road

Stoke on Trent

ST4 8FN

Employer's website

https://www.dmhospice.org.uk/ (Opens in a new tab)