At a Glance
- Tasks: Manage ticketing operations, supporter database, and provide top-notch customer service.
- Company: Join Ealing Trailfinders, a progressive rugby club in West London.
- Benefits: Gain experience in sports management and customer relations while working in a vibrant environment.
- Other info: Opportunity to work in sports and collaborate with passionate teams.
- Why this job: Be part of a dynamic team that enhances supporter engagement and drives club growth.
- Qualifications: Experience in customer service or administration; strong organisational skills required.
The predicted salary is between 25000 - 30000 £ per year.
ABOUT US
Ealing Trailfinders is an ambitious and progressive, rugby union club based in West‑London.
The men’s side compete in Champ Rugby, and the Women play in the Premiership Women’s Rugby League.
THE ROLE
Support Services Executive is responsible for the day-to‑day management of the club’s ticketing operation, club shop, supporter database and customer relationship management (CRM) system.
Working closely with the Marketing, Commercial and Community teams, the role will support ticket sales, maintain accurate supporter data and provide excellent customer service, helping to grow attendances, supporter engagement and commercial opportunities across Ealing Trailfinders Rugby Club.
As a club, our growth areas are local visibility, attendances, and the database.
DUTIES & RESPONSIBILITIES
- Ticketing
- Manage the club’s ticketing platform for all home fixtures and events.
- Support season ticket sales, group bookings and hospitality ticketing.
- Monitor ticket sales and produce regular sales reports.
- Respond to ticketing enquiries and provide excellent customer service.
- CRM & Supporter Database
- Maintain the club’s CRM system and supporter database, ensuring that information is accurate and GDPR‑compliant.
- Support email campaign delivery by preparing audience lists and maintaining data quality.
- Contribute to initiatives that increase supporter registrations and engagement.
- Connect with local Facebook groups and news outlets, both online and in print, to promote the club’s activities/promotions.
- Club Shop
- Support the day‑to‑day operation of the club shop, both online and on matchdays.
- Assist with stock management, ordering and merchandising.
- Ensure merchandise is displayed professionally and promoted through the club's marketing channels.
- Support the launch of new retail products and seasonal promotions.
- Produce regular retail sales reports and identify opportunities to increase merchandise revenue.
- Work with the Marketing & Communications team to plan and deliver retail campaigns that maximise sales of new product launches, replica kit, seasonal ranges and matchday merchandise.
- Reporting & Administration
- Produce regular reports on ticket sales, attendance, database growth and campaign performance.
- Support the administration of hospitality bookings and club events.
- Maintain accurate merchandise records.
- Marketing & Matchday Support
- Work closely with the Marketing & Communications team to ensure ticketing information is accurate across all platforms.
- Support ticket sales campaigns and promotional activity.
- Assist with ticket office operations and accreditation on home matchdays.
- Contribute to the successful delivery of club events and supporter initiatives.
- Collaboration
- Work collaboratively with the Commercial, Community, and Rugby Operations to support the club’s wider objectives.
- Build positive relationships with supporters, partners and colleagues, always providing a professional and responsive service.
- Other
- Be a strong, consistent example of all the Club’s values and vision.
- Promote, maintain and uphold the standards within the Club.
- Any other reasonable requests.
- PERSONAL SPECIFICATION
Essential
- Previous experience in an administrative, customer service or ticketing role.
- Excellent organisational and administrative skills with strong attention to detail.
- Experience using CRM or database systems.
- Strong IT skills, including Microsoft Office.
- Excellent communication and customer service skills.
- Ability to manage multiple priorities and work to deadlines.
Desirable
- Experience working in sport, events or hospitality.
- Knowledge of ticketing platforms (e. g. Ticket Co).
- Experience using email marketing or CRM platforms.
- An interest in rugby or the wider sports industry.
- #J-18808-Ljbffr
Supporter Services Executive in London employer: Ealing Trailfinders
Ealing Trailfinders is an exceptional employer that fosters a dynamic and supportive work culture in the heart of West London. With a strong emphasis on employee growth and development, team members are encouraged to take initiative and contribute to the club's success while enjoying unique benefits such as flexible working hours and opportunities to engage with the vibrant rugby community. Join us to be part of a passionate team dedicated to excellence both on and off the field.
StudySmarter Expert Advice🤫
We think this is how you could land Supporter Services Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ealing Trailfinders. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ealing Trailfinders before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Supporter Services Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ealing Trailfinders:Your cover letter is your chance to shine! Tell us why you want to work at Ealing Trailfinders specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ealing Trailfinders!
How to prepare for a job interview at Ealing Trailfinders
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
