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      Postcode Lottery

      Engaged Employer

      Postcode Lottery reviews

      Decent pay and benefits, but no real progression. - Customer Experience Agent Postcode Lottery Employee Review

      4.0
      Nov 24, 2025
      Customer experience agent
      Recommend
      CEO approval
      Business Outlook

      Pros

      - The salary and bonuses are genuinely strong for a call centre role. - Most colleagues are friendly and make the tough days easier. - The initial training is good and gives you everything you need to handle the role confidently. - Fun workplace with a generally positive team atmosphere. - Modern, comfortable office, which makes being on-site more enjoyable. - Great central location, easy to get to and close to shops, public transport etc. - Free breakfast and lunches. - Private healthcare and dental insurance. - Volunteer opportunities that let staff support good causes during work hours. - Helping to support charities is genuinely rewarding. It’s motivating to know that the work you do contributes to funding good causes across the UK, and this is a part of the job that many staff feel proud of.

      Cons

      - Very limited progression opportunities. Roles in other departments often require experience that’s hard to gain internally, and openings are rare because turnover is low across the business. Positions off the phones only appear once in a blue moon, which makes progression difficult. Even progressing to a Team Leader position is challenging, as these roles are rare and typically start as long-term secondments that can last years with no guarantee of becoming permanent. - The work becomes repetitive quickly and can feel mentally draining over time. - The shift pattern can be tough long-term. Staff are required to work around 13 weekends a year and stay on until 8pm once per week, which can make it difficult to maintain a consistent routine or work–life balance. You can block specific weekends off, but this usually needs to be done at least 4–5 weeks in advance to be approved. - The role can feel isolated at times, with little variety or skill development, which makes it hard to see a long-term future here.

      avatar
      Postcode Lottery Response
      5mo
      Thank you for sharing such a positive review and for giving us a high rating. We’re delighted you enjoy being part of People’s Postcode Lottery. Delivering a great experience for our players and creating moments of joy through prizes and community impact is only possible because of our fantastic team. We aim to reflect that same positive experience internally. Customer Experience is our largest department, so competition for roles can be high. We’re proud of the many colleagues who have progressed via secondments or permanent moves across the business. If you’re considering next steps, please speak with your manager about our learning and development opportunities. Our resource planning team reviews contact patterns to build fair schedules that work for our business needs. While phone lines may close at certain times, the team continues to support players through written channels and social media. We keep this under review to balance service. Thank you again for your feedback; it helps us keep improving and celebrating what makes People's Postcode Lottery special. Claire MacDonald, Head of Customer Experience

      Explore other reviews about Postcode Lottery

      1.0
      Jul 9, 2017
      Anonymous employee
      Recommend
      CEO approval
      Business Outlook

      Pros

      - Good salary - Good Pension - Good company days out (two days a year) - Good product to sell - Excellent charitable work that the company undertakes and staff can volunteer at a charity a day a year

      Cons

      - Lack of clear communication and focus within the department, difficult to know what to focus on work wise in a given week. Also relates to getting the monthly bonus as this depends on saying specific things in a call which often change without proper briefings. - Break, Lunch and toilet breaks are timed and staff are constantly informed to keep them low (no chat at the water cooler) - Compulsory overtime with time in lieu given instead of time and a half pay. - Unsociable shift patterns - Constant pressure to sell, retain and cold call - Disciplinary for being ill more than 3 times a year - Excessive layers of management who have tick box exercises for staff feedback and often communicate in a disrespectful manner

      7
      avatar
      Postcode Lottery Response
      8y
      Thank you for taking the time to submit your review. We’re sorry to hear your comments around working within our Customer Experience department, especially when so many of our team members have provided such fantastic feedback about being a part of the team and communications within it – that’s part of the reason why they voted us one of The Sunday Times Best Small Companies to Work For in 2016. We see from your review that you are a current team member here at People’s Postcode Lottery. We would really appreciate it if you would feedback your concerns to your line manager or the HR team so we can do our best to address them with you personally. Please don’t feel that you would have to discuss this review in order to do so. If not, please be assured your feedback has been passed on in its anonymous form to our HR team, who always welcome feedback from team members to ensure People’s Postcode Lottery is a great place to work.
      4.0
      May 17, 2026
      Anonymous employee
      Recommend
      CEO approval
      Business Outlook

      Pros

      Exciting, collaborative, working towards great initiatives

      Cons

      Career progression but overall great place to work

      avatar
      Postcode Lottery Response
      11h
      Thank you for taking the time to share your feedback. It’s great to hear that you’re enjoying the collaborative environment and feel excited by the initiatives you’re working on, that’s something we really value across the organisation. We also appreciate your comments on career progression. It’s important to us that team members feel supported in their development and have clarity around the opportunities available to them. We’d encourage you to have an open discussion with your manager about your career goals and how you can continue to grow within your role. Your regular 1:1s are a good opportunity to explore this further and ensure you have a clear understanding of the pathways available. Feedback like yours plays an important role in helping us continue to improve how we support our teams. Katie Shortall, Head of HR.
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