Who we are
Surrey County Cricket Club is committed to ensuring that cricket is a game for everyone. We believe that cricket should be based on the concepts of fair play, teamwork, and meritocracy. We know that there is still work to do to make cricket truly accessible. We are looking for people to join us on the journey of handing cricket over to future generations as the most inclusive and diverse sport in the world.
The Position
Providing the very best customer service to Members and supporters attending The Kia Oval is paramount to Surrey County Cricket Club. The role of a Supporter Services Executive is an exciting opportunity to be at the forefront of this.
With over 20,000 Members and growing, we sell hundreds of thousands of tickets every year. Working as part of our ten-person Customer Services Team, you will play a vital role helping us deliver the best possible experience and service to our supporters.
The Supporter Services Executive will field enquiries and offer guidance to customers through email, telephone and match-day interactions.
What you’ll do
1. Offer superior, individualised service to all guests, creating a positive first impression of the Club.
2. Liaise with other departments to solve customer queries and provide the best possible service to Members and supporters.
3. Sell tickets, Membership, and other products, such as restaurant bookings and events.
4. On match days, provide face-to-face ticket office and reception services to Members and supporters, while assisting and setting an example for match-day staff.
5. Help create Membership packs and guides to be sent to Members at the start of season.
6. Acquire and report on customer feedback with a view to continually improving our service.
7. Attend and assist with Member engagement events, such as Member Forums, Focus Groups, Members Dinners.
The Person
We are looking for someone who is passionate about ensuring the best experience for customers.
The successful candidate will have the following experience / skills / qualities:
1. Minimum of 12 months experience within a customer services environment.
2. Experience in working in Ticketing / Events.
3. Excellent verbal and written communication skills.
4. Calm under pressure.
5. Strong attention to detail.
6. Able to demonstrate high levels of empathy.
7. Payment processing experience.
8. Ambitious in their career aspirations.
9. Computer literate and confident in MS Excel; Word, PowerPoint, and Outlook.
10. Great team player.
11. Motivated by a passion for quality and great customer service delivery.
12. A “can-do”, customer-focused, proactive attitude.
Please note: Typical working hours are Monday to Friday 9am-5pm. However, during the season, the Supporter Services Executive will be required to work match-days (April-October). This can include weekend, evening, and public holiday work, for which you will receive Time Off in Lieu.
£28,808 per annum
5% Club Bonus Scheme
23 days holiday increasing to 28 days based on length of service
Non-Contributory Pension scheme / Private Health Care
Membership for domestic games, Tickets for International Games and loads more
To Apply
Please apply with a CV and cover letter outlining why you are suitable for this role.
Closing date for applications is 5pm on Monday 6th January 2025. There will be a two staged interview process, with both interviews needing to be attended in person.
We want to make all opportunities at Surrey County Cricket Club accessible to anyone who wants to apply. If submitting a written application is not the best way to tell us about your skills and experience, please let us know and we will discuss it with you.
At Surrey County Cricket Club, we really understand the importance of different voices, experiences, perspectives and backgrounds within all workforces. Our workforce is no different and we strongly encourage applications from members of minority groups and all sections of the community.
If you think you might have these skills but are not 100% sure, please do still apply and let us decide. We know that people often rule themselves out of interesting opportunities assuming that others will be more successful but please don’t be that person. We want to hear from the widest cross-section of the community.
Surrey County Cricket Club is committed to safeguarding and protecting the children, young people and adults at risk that we work with. As such, all posts are subject to a process of vetting, including the disclosure of criminal records if required and the seeking of references. We ensure that we have a range of policies and procedures in place which promote safeguarding and safer working practice across our organisation.
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