Customer Service Assistant

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.

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

• 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.

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.

• 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.

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

• Confidence when speaking and communicating with the public.
• Strong competence and confidence with technology.
• Experience dealing with complex situations and helping to resolve problems, particularly focussed on excellent customer experience.
• Ability to work under pressure and to meet…