Customer Support Advisor

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 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.

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.