Customer Support Advisor

1 month ago

Birmingham, United Kingdom English Cricket Board Full time

**England and Wales Cricket Board**:
Contract

Junior

Hybrid
- **Contract**:12 month FTC
- **Team**: Customer Support
- **Salary**: Circa £26,000
- **Location**: Birmingham, United Kingdom
- **Closing**: 6:00pm, 21st Aug 2023 BST

**More details**:

- **Hybrid/Birmingham, United Kingdom**:Edgbaston (Hybrid)

**Perks and benefits**:

- Healthcare- Life Insurance- Wellness programs- Employee Assistance Programme- Additional parental leave- Enhanced maternity and paternity leave- Professional development- Paid volunteer days- Salary sacrifice- Cycle to work scheme**Job Description**:
This role will be in the ECB Customer Support Team based at Edgbaston Cricket Ground and reporting into a Customer Support Manager.

The Customer Support Team provide high standards of Customer Service to the Cricket Network, predominantly volunteers across Recreational Cricket including Association of Cricket Officials, Coaches Association, National Programmes (All Stars / Dynamo’s), Safeguarding, Coach Education and Play Cricket.

Due to seasonality, you will need to be flexible in your approach and be able to manage a variety of tasks on any given day to meet service levels and customer expectations, therefore a high degree of organisation and the ability to work autonomously is essential.

There will be a requirement for attendance at meetings / work events outside of Birmingham, so flexibility is required.

You will also need to be pro-active in reviewing our processes and related customer help centre articles on a regular basis to ensure that we are operating with efficiency and maintain a customer centric focus at the core of everything we do.

This job description is only a summary of the role as it currently exists and is not exhaustive or comprehensive. The responsibilities and accountabilities might differ from those outlined and other duties, as assigned, might be part of the job.

WHO WE ARE

The England and Wales Cricket Board is the national governing body for all cricket in England and Wales, supporting the game at every level - from grassroots to professional.

We believe cricket is a force for good that can have an enduring impact on everyone’s lives, and we have an ambitious strategy to inspire a generation to say, ‘cricket is a game for me’. It provides great entertainment. It teaches important skills, both physical and social. It can help inclusion and social cohesion, bringing communities together.

OUR VALUES
- Stronger As One Team - We are stronger together. We allow for individual strengths and beliefs but head in the same direction. We respect, support and really listen to each other along the way.
- Push New Boundaries - We are bold, brave and curious. We challenge and don’t settle. We forge the future whilst remembering our roots.
- Be The Best In The Game - On & Off The Pitch - We train hard. We strive to be our best to help the team be the best. We celebrate our victories and learn from our let downs.
- Passion For Play - We are here to inspire & be inspired. We are serious about what we do, but don’t take ourselves seriously. We enjoy the journey and have fun.

YOU’LL LOVE THIS ROLE IF
- You have a passion for offering superb levels of service.
- Thrive in a busy, ever-changing environment.
- You enjoy high level of autonomy.
- Super attention to detail.

YOU’LL BE DOING
- Providing support to our internal and external customer base, which is predominantly volunteers within cricket.
- Managing all contacts, ensuring they are logged accurately, acknowledged and a resolution provided in accordance with business service standards & SLA’s.
- Working to a standard aligned with KPI’s for Quality & Productivity.
- Troubleshooting issues and educating end-users about using ECB systems
- Building strong relationships with suppliers and internal stakeholders.
- Responsible for problem solving first line technical issues and escalating onwards to 2nd line as required.
- Analysing data and producing reports to support improvements to Customer Satisfaction and internal efficiency.
- Providing customer feedback to IT and CS managers on functionality and processes that will improve the user experience and in turn carrying out testing of new system functionality.
- Create & deliver updates and/or training to colleagues internally and the wider cricket network via online and face to face events.
- Documenting internal procedures and maintaining and creating training guides and articles for customers through our knowledge Centre.
- Providing cross functional support across the wider customer support team to assist with seasonal demand.

YOU’LL HAVE
- Experience of working in a customer service environment.
- Excellent communication skills, both written and verbal.
- The ability to work well under pressure and remain calm when things go wrong.
- Excellent listening skills to establish the issues that users are facing.
- The ability to multitask, as they may be working on multiple problems simult

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