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For Companies At a Glance
- Tasks: Deliver top-notch support to cricket fans and players through calls, emails, and chats.
- Company: Join the England and Wales Cricket Board, a leader in promoting cricket for all.
- Benefits: Gain valuable experience, develop skills, and enjoy a supportive work environment.
- Other info: Office-based role with flexible support during peak times.
- Why this job: Be part of a team that connects communities and inspires future cricket stars.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 25000 - 30000 £ per year.
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, teaches important skills, both physical and social, and 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.
About The Role
Purpose
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 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.
Customer Support Advisor (12 months FTC) in London employer: Sport + Recreation Alliance
Contact Detail:
Sport + Recreation Alliance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Advisor (12 months FTC) in London
✨Tip Number 1
Get to know the ECB inside out! Familiarise yourself with their mission and values, especially how they aim to inspire generations through cricket. This will help you connect your passion for the game with their goals during interviews.
✨Tip Number 2
Practice your customer support skills! Role-play common scenarios you might face in the role, like handling tricky enquiries or troubleshooting issues. The more prepared you are, the more confident you'll feel when it counts.
✨Tip Number 3
Network like a pro! Reach out to current or former ECB employees on LinkedIn. Ask them about their experiences and any tips they might have. This can give you insider knowledge and potentially a foot in the door.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in being part of the ECB family. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Support Advisor (12 months FTC) in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Advisor role. Highlight your relevant experience in customer service and any skills that align with the job description, like handling calls and emails. We want to see how you can bring your unique flair to our team!
Show Your Passion for Cricket: Since we’re all about cricket, don’t forget to express your enthusiasm for the game in your application. Whether you play, follow, or volunteer, sharing your connection to cricket can really make your application stand out. It shows us you’re not just looking for a job, but you genuinely care about the sport!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and experiences without wading through fluff.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the details you need about the role and our organisation there. Let’s get your journey started!
How to prepare for a job interview at Sport + Recreation Alliance
✨Know Your Cricket
Since you're applying to the England and Wales Cricket Board, brush up on your cricket knowledge! Understand the basics of the game, its structure, and recent developments. This will show your passion for the sport and help you connect with the interviewers.
✨Demonstrate Customer Support Skills
Prepare examples from your past experiences where you've provided excellent customer support. Think about situations where you resolved issues, handled difficult customers, or improved processes. Be ready to discuss how you can apply these skills in a fast-paced environment.
✨Familiarise Yourself with Their Systems
Research the customer-facing systems and processes used by the ECB. If possible, find out what tools they use for managing customer contacts. Showing that you have a basic understanding of their systems will demonstrate your initiative and readiness to hit the ground running.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, the challenges they face in customer support, or how they measure success. This not only shows your interest in the role but also helps you gauge if it's the right fit for you.