Supporter Services Executive – Saracens Rugby Club

We are looking to appoint a highly motivated Supporter Services Executive to our current team. In this role you will provide all-round administration and customer service to assist with the smooth running of the Supporter Services department, which covers men and women’s rugby, netball, sports camps and other activities and events. Working as part of the team you will play a key role to ensure all supporter services requests and enquiries are addressed in the appropriate manner.

The successful candidate will support the operation of the ticketing department from memberships, individual match sales and seasonal products, to any other event taking place at StoneX Stadium, using the ticketing system (currently SecuTix, moving to Ticketmaster Sport XR) and service management tool (currently Zendesk, moving to User.com) to manage bookings and requests for supporters, and deal with any queries or concerns.

You will support the Club’s objective of creating a smooth purchase process for our supporters and grow the Club’s fan base by maximising sales opportunities through all commercial areas of the business including Ticketing, Hospitality and Retail. You will have a proven track record of providing service excellence in a customer-facing role requiring the use of a computer system, as well as excellent communication, administrative and organisational skills.

This a full-time position, based at StoneX Stadium. The role requires the post holder to work match days, with time given back in lieu.

Duties include:

• Customer Service:
  • Answering phone calls, emails and any other inbound communications from Saracens supporters
• Ticketing:
  • Processing ticket sales through our ticketing software and use the system to investigate customer queries
  • Dealing with accessibility requests
  • Liaising with internal teams and external suppliers as required
  • Dealing with problems and challenges in a fast, effective, fair and consistent manner.
• Match day duties:
  • Ticket office – preparing for, setting up and dealing with matchday ticket sales, ticket collections and queries
  • Reconciling cash on a match day, supporting the Head of Ticketing with the closure of match day finance
  • Responding to customer queries effectively, highlighting and escalating concerns as necessary.
• Other:
  • Demonstrating best working practices in all duties and comply with all company policies, processes, and procedures
  • Dealing with any special projects as and when required (e.g. memberships / tours / birthdays / signings / charity requests / other special requests etc), liaising with other departments as necessary.

Your skills and experience:

• 2+ years in a similar role within a customer-facing role requiring use of a computer system
• Excellent interpersonal and telephone skills
• Excellent standard of written English
• Confident in MS Excel, Word and Outlook
• Experience with bespoke computer software packages
• Great attention to detail
• Self-starter, with drive, determination, and pro-active approach
• Flexible and positive attitude
• Motivated by a passion for quality and great service delivery
• Ability to provide excellent customer service, inspiring customer trust and confidence
• Ability to multi-task, think fast, and deliver solutions to customer and team requirements
• Ability to work well under pressure and adhere to pressured deadlines
• Ability to anticipate problems and offer solutions
• Ability to communicate at all levels

What we offer:

• Competitive salary
• 25 days annual leave
• Company pension scheme
• Cycle to work scheme
• Ability to ballot for match tickets for home games