Customer Support Advisor in City of Westminster

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.

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 a 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.

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 and LGBTQ+ Community in Cricket Employee Network.

Please note that this role is office based and requires you to be in the office a minimum of three days per week.