JOB VACANCY: Customer services assistant

Friday 23 June 2023

Newcastle Rugby Ltd have an exciting opportunity to join their team as a customer services assistant.

Salary & Benefits: Competitive salary.

Hours Required: Fixed term 12-month contract – 20 hours per week (includes evenings and weekends).

Reporting to: Retail and Ticket Office Managers

Purpose of Role: To assist with growing the retail and ticketing programmes throughout the season, with a focus on outstanding customer service.

Based at: Kingston Park Stadium, Newcastle upon Tyne as well as other locations in and around the region.

We are Newcastle Falcons one of the Premiership rugby teams. We are setting our sights on a new, exciting future and are looking to recruit a motivated and enthusiastic Customer Services Assistant with a passion for delivering outstanding service. The successful candidate will lead our fantastic customer service team within the retail and ticket office on a part time basis. The successful candidate will join a dynamic and forward-thinking team who strive to deliver outstanding customer care to all our clients.

Key responsibilities as part of this role include:

Prioritise interpersonal and active listening skills.
Handling all incoming customer queries and questions submitted by telephone, in person and all online portals.
Maintaining accurate customer relationship management (CRM) database by entering and updating client information.
Handling payment transactions.
Adhering to company policies and procedures at all times when assisting customers.
Clear communication skills and a strong command of the English language
Strong attention to detail
Working knowledge of customer relation management (CRM) tools
Ability to work well in a team
Multitasking skills and good organisational abilities
Ability to work calmly under high stress situations.
Assist in the day to day running of the retail and ticket office, ensuring all procedures are adhered to.
Assisting customers with account creation.
Support existing staff in fulfilment of duties.
Ensuring all match day sales opportunities are met.
Investigate and resolve customer complaints and resolve complaints quickly and patiently.
Maintain thorough and accurate customer service records
Work as part of the customer service team to drive positive company sales results
Check product availability for customer orders or restock items if required
Communicate with customers about their orders including any ticketing or retail

Essential requirements:

Strong background in customer service
Database management and experience working with Ticketmaster.
Computer literacy, including knowledge of relevant software packages CRM, MSo
Friendly, patient, and able to work in a fast-paced environment.
Able to work in a team.
Exceptional attention to detail
Able to work to deadlines.
Ability to prioritise customer orders, be a problem solver, have exceptional listening skills and accurate record keeping.

Desirable

Prior knowledge of working in a sporting environment

Safeguarding

Newcastle Falcons, Thunder and Foundation take safeguarding very seriously and is committed to ensuring that all children and adults at risk are safeguarded at all times when engaging in club activities or services. The club has numerous safeguarding policies and best practice guidelines to support this and expects all employees to adopt such policies and practices at all times.

The club adheres to strict guidelines, policies and procedures when recruiting staff who work with children and/or adults at risk and is committed to ensuring staff receive appropriate safeguarding training suitable to their role/s. Successful applicants are expected to share the club’s approach to safeguarding at all times.

Equal Opportunities:

The post holder’s duties must be carried out in compliance with the Club’s Equal Opportunities Policy, with the Health and Safety at Work Act 1974 and subsequent Health and Safety Legislation.

Newcastle Falcons, Thunder and Foundation are an equal opportunities employer, all applicants for employment will be given equal opportunities irrespective of sex, age, race, religion or belief, marriage or civil partnership, disability, sexual orientation, gender reassignment, pregnancy or maternity, ethnic or national origin.

These duties and responsibilities should be regarded as neither exclusive nor exhaustive and the post holder may be required to undertake other reasonably determined duties and responsibilities within Newcastle Falcons, commensurate with the post without changing the character of the post. This post requires an enhanced Disclosure & Barring Service (DBS). This post is exempt from the Rehabilitation of Offenders Act (1974). Information on all convictions including spent convictions must be declared, in line with the new Government Filtering System.

If you wish to see our Candidate Privacy Notice click HERE.

Employment is subject to: satisfactory professional references, the provision of proof of eligibility to work in the UK as well as a successfully cleared enhanced Disclosure & Barring Service (DBS) check and clearance of RFU safer recruitment procedure.

Please apply with a CV and a cover letter to [email protected].

We will accept no more applications after midnight on Friday 7 July 2023 Any questions please contact [email protected]