ECB: Customer Support Advisor (12 months FTC) (Deadline - May 3)

Purpose

To deliver high quality, responsive support to customers across the cricket network, helping them to play, follow and volunteer within the game. This role operates in a fast paced environment, handling a high volume of calls, emails and online chats, while providing clear, accurate and friendly support. The role works to clearly defined KPIs for quality and productivity, ensuring a consistent and positive customer experience at all times.

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.

The ECB welcomes applications from all backgrounds to ensure we deliver our Inspiring Generations strategy and fulfil our purpose to connect communities and improve lives through cricket.

Our values

• Run on respect. We ensure our game is based on fairness, respect and decency.
• Embrace enjoyment. We make sure everyone finds fun in the game.
• Build belonging. We actively include so everyone can find a place in the game.
• Progress with purpose. We stay open to change to keep the game moving forward.

You'll love this job if

• You have a passion for offering superb levels of service.
• You thrive in a busy, ever-changing environment.
• You enjoy high level of autonomy. You have super attention to detail.

You'll be doing

• Managing customer contacts across multiple channels, ensuring all enquiries are accurately logged, acknowledged and resolved in line with agreed service standards and SLAs.
• Providing first line support by troubleshooting issues and helping customers confidently use ECB systems, escalating more complex technical issues to second line support where required.
• Building strong, collaborative relationships with internal stakeholders to support effective issue resolution and continuous service improvement.
• Analysing customer and operational data, producing reports and insights that help drive improvements to customer satisfaction and internal efficiency.
• Feeding back customer insights, system issues and improvement ideas to your line manager, supporting enhancements to functionality and processes, and contributing to the testing of new system features.
• Developing strong knowledge of customer facing systems and processes, becoming a subject matter expert within the customer support team.
• Creating and delivering updates, guidance and training to colleagues and the wider cricket network, through both online and face to face sessions.
• Documenting internal procedures and maintaining clear, user friendly training materials and knowledge articles for customers via the Knowledge Centre.
• Providing flexible, cross functional support across the wider customer support team to help manage seasonal demand and peak periods.
• Please note: this role is office based and requires a minimum of three days per week working from the office.

You'll have

• The right to work in the UK
• 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 you may be working on multiple problems simultaneously.
• Strong IT Skills (knowledge of Excel desirable)
• Superb problem solving abilities and the ability to come up with creative solutions.
• Excellent organisation & time management / punctuality.
• The ability to build good relationships and be an excellent team worker with a professional approach, as the nature of this role involves cross working within Customer Support, associated departments, and suppliers.
• Flexible, can do attitude
• We are unable to provide UK visa sponsorship for this position. Candidates must already have the legal right to work in the UK.

You'll receive

• Competitive salary
• Holiday - 25 days a year
• Volunteering - 2 days a year
• Pension Scheme
• Private medical insurance
• Employee health cash back plan
• Long term sickness insurance
• Life assurance - a multiple of your annual basic salary
• Enhanced family leave and pay
• OpenBlend - an innovative coaching and performance management tool
• Learning and Development - a range of programmes and initiatives to help you develop and reach your potential
• Employee Assistance Programme - 24/7 confidential access to expert services including counselling, wellbeing, and independent legal and financial advice
• Cycle 2 Work Scheme
• Season ticket loan
• Preferential access to tickets to England games
• Opportunities to be a part of and be involved in our Employee Resource groups: Women in Cricket Employee Network, Race in Cricket Employee Network, Social Equality in Cricket Employee Network, Cricketability Employee Network (formerly called the Disability in Cricket Employee Network) and LGBTQ+ Community in Cricket Employee Network