Customer Service Assistant

Job Description

Working at the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you. An opportunity has arisen for a Customer Service Assistant to join our Ticketing team on a permanent basis.

Job Title : Customer Service Assistant
Department : Venue
Reports to : Customer Service Manager
Salary Banding : c.£27,000 per annum
Job Level : Core
Location : This role is contractually based at Allianz Stadium, offering some flexibility to work from home
Employment Type : Permanent
Working Hours : This is a full-time role, covering 35hrs per week

Application Information:

• Please submit an anonymised CV (i.e. remove personal details). You do not need to submit a cover letter.
• We anticipate a lot of interest in this vacancy so we encourage early applications to avoid disappointment.
• Closing date: Friday 13th March at 5pm.

The Role:

This role services members, customers, colleagues and associates of the Rugby Football Union, putting them at the centre of everything we do. As the main point of contact providing 1st line support, you are handling many pieces of work simultaneously and ensuring that a first-class experience is offered consistently. This includes being integral to solutions and improvements to shape customers’ experience.

This is fast paced, high profile environment which requires a positive and resilient team player who is able to build rapport with our service users, resolving all queries and concerns to a high standard, increasing loyalty of our existing customers and attracting new business through maintaining the positive image and reputation of the RFU.

Some key responsibilities include:

• To learn and develop advanced use of the office-based ticketing system, the online customer journey and buying process, and to adopt and use the RFU’s CRM system.
• Logging incidents and service requests into the RFU IT service management tool.
• To be on the front-line, managing member or customer enquiries via phone and online customer service system/s i.e. GMS/CRM, or sales i.e. Ticketmaster or Tixserve.
• Assisting in pre-release testing, providing feedback on success criteria for our externally facing services and products.
• Managing and resolving customer queries within agreed frameworks, timescales and deadlines.
• Following up on open queries with support teams and third parties via email, phone and face-to-face methods.
• Assisting in maintaining knowledgebase in all products and services that support customer satisfaction with detailed customer-facing documentation to a high standard.
• Managing information and general administration support for the IT service management tool, keeping all records up to date.
• Ensuring all queries and service requests adhere to SLAs and are recorded accurately against KPIs.
• Ensure data is managed with integrity, accuracy, and compliance.
• On event days, become the customer face of the stadium, supporting ticket collections, sales, and customer service both at the ticket window and where required inside the stadium.
• Actively collaborate with colleagues to contribute to the development and delivery of the current strategic, business and operational plans.
• Act as an ambassador for, and promote the best interests of the RFU, including the promotion of our culture and core values – This Rose Means Everyone: Put The Team First, Shape The Future, Respect Each Other.
• Undertake other duties as may be required from time to time as are consistent with the responsibilities of the post and the needs of the organisation.

Qualifications, Skills & Experience:

The skills and attributes outlined in this description are not exhaustive and we welcome candidates who can bring different relevant experiences to the role.

Essential:

• Confidence when speaking and communicating with the public.
• Effective written communication skills.
• Strong competence and confidence with technology.
• Experience dealing with complex situations and helping to resolve problems, particularly focussed on excellent customer experience.
• Good attention to detail.
• Ability to work under pressure and to meet tight deadlines.
• Collaborative and strong team ethic.
• An effective team member, with sufficient flexibility and willingness to take on roles outside their normal functional responsibility when required.
• Self-aware; committed to continuous professional and personal development.
• Committed to embodying the ethos our culture by using our three core values – Put The Team First, Shape The Future, Respect Each Other – to guide your day-to-day decisions, actions and interactions.
• Committed to actively contributing and building an inclusive culture in your role and day to day behaviours.

Desirable:

• Proficient in working with Microsoft Word, Excel and PowerPoint and proficiency with Smartsheet.
• An interest in sport.

Additional Information:

• We want you to have every opportunity to demonstrate your skills, ability and potential. If there is anything we could do to support you through your application or to provide the best environment for your interviews, including assistance or adjustment, please reach out to recruitment.
• During your application, we will ask questions about your identity. This information is considered highly confidential and will not be seen by hiring managers. You can find out more about why we ask these questions here.

About Us

About England Rugby

Our core activities are:

• Rugby – supporting rugby from grassroots to performance level
• Commercial – building partnerships and hosting matches and events
• Running the business - ensuring our organization and people can thrive

Our Culture

What we can offer you

We are proud of the range of benefits we can provide:

• A variety of corporate discounts
• Priority access to purchase match tickets
• 25% discount in Rugby Store and EnglandRugby.com
• 25 days of annual leave
• Your birthday day off
• Free access to the stadium gym
• Life assurance of 4x your basic salary, income protection scheme and Employee Assistance Programme that offers anonymous and confidential, emotional and practical support 24/7
• Pension Scheme; the RFU will double match your individual contribution up to 10% of salary
• Ride-to-work scheme, eyecare vouchers, season ticket loans and so much more.
• If you would like to find out more about our diversity and inclusion work or the culture at England Rugby, please visit our website here: https://www.englandrugby.com/about-rfu/rfu-policies/diversity-and-inclusion/our-approach