PURPOSE

This role will be in the ECB Customer Support Team based at Edgbaston Cricket Ground and reporting into the 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.

As a Customer Support Advisor, you will be working alongside the team but also required to work on your own initiative to ensure that all DBS applications and renewals are fulfilled according to ECB and DBS guidelines/policy and supporting Clubs and Counties with the onboarding and maintenance of their officials via a Club Safeguarding System (Safe Hands Management System).

There is a wide variety of tasks involved with this role, such as calls, chat, emails, data quality reports, data matching, content management, and therefore it would suit an individual who enjoys multi-tasking and is highly organised.

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.

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

·       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 JOB 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.

·       Comfortable dealing with high volume of calls and emails.

·       Working to a standard aligned with KPI’s for Quality & Productivity.

·       Managing all contacts, ensuring they are logged accurately, acknowledged and a resolution provided in accordance with business service standards & SLA’s.

·       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.

·       To become the subject matter expert on our customer related systems.

·       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

·   Minimum 2 years 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 simultaneously.

·       Strong IT Skills (knowledge of Excel desirable)

·       Superb problem-solving ability and the ability to come up with creative solutions.

·       Excellent organisation & time management/punctuality

·       Good at building relationships, 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

YOU’LL RECEIVE

·       Competitive salary

·       Holiday - 25 days a year

·       Volunteering – 2 days a year

·       Pension - Non-contributory pension

·       Private medical insurance

·       Employee health cash-back plan

·       Long-term sickness insurance

·       Life assurance - four times your annual basic salary

·       Enhanced family leave and pay

·       OpenBlend - an innovative coaching and performance management tool

·       People Academy - 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

·       30% Castore discount

·       Cycle 2 Work Scheme

·       Season ticket loan

·       Preferential access to tickets to England and The Hundred 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 Mobility in Cricket Employee Network, Disability Employee Network and LGBTQ+ Community in Cricket Employee Network