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

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, emails, data quality reports, data matching, content management, and therefore it would suit an individual who enjoys multi-tasking and is highly organised.

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.

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 ROLE IF

• You have a passion for offering superb levels of service.

• Thrive in a busy, ever changing environment.

• You enjoy a 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.

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

• Responsible for problem solving first line technical issues and escalating onwards to 2nd line as required

• Dealing with high volumes of calls, chat & emails (tickets)

• Analysing data and producing reports

• Troubleshooting issues and educating end-users about using ECB systems 

• Providing customer feedback to IT and CS managers on functionality and processes that will improve the user experience

• Monitoring and responding effectively and quickly to requests received via the customer helpdesk

• Documenting internal procedures and maintaining and creating training guides and articles for customers through our Knowledge Centre

• Working through the process of solving problems with clients and encouraging them to do the same in the future

YOU’LL HAVE

• Experience of working in a customer service environment

• Strong IT Skills (knowledge of Excel desirable)

• Strong Communication skills

• Excellent listening skills to establish the issues that users are facing

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

• Flexible, can-do attitude

• The ability to multitask, as they may be working on multiple problems simultaneously

• Excellent teamwork, as the nature of this role involves cross working within Customer Support and associated departments

• The ability to work well under pressure and remain calm when things go wrong

YOU’LL RECEIVE

• Competitive salary

• Holiday - 25 days a year

• Volunteering – 2 days a year

• Pension - Non-contributory 8% pension

• Private medical insurance

• Employee health cash-back plan

• Long-term sickness insurance

• Life assurance - four times your annual basic salary

• Enhanced maternity

• Unmind – free and confidential access to a wellbeing app to help you manage your mental, physical, and financial wellbeing

• 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

• Free online fitness classes

• 30% New Balance discount

• Cycle 2 Work Scheme

• Season ticket loan

• Preferential access to tickets to England and The Hundred games