Job Description Customer Service Manager

Job Description Customer Service Manager

JOB DESCRIPTION Job Title Salary Location Hours of work

Customer Service Manager Band 4 Principality Stadium, Cardiff 35 per week. 09.30hrs ? 17.30hrs Monday ? Friday, with a requirement to work flexibly, evenings and weekends as necessary

Responsible to

Ticketing Manager

Responsible for

6 x Customer & Supporter Services Officers

Contractual Status

? Permanent, full time

? Subject to 6 month probationary period

Role Summary

The role will ensure that the highest level of service is provided to Welsh Rugby

supporters and stakeholders across commercial products including ticketing,

memberships and stadium tours.

The role will implement and drive new a digital customer service offering in addition to

ensuring commensurate levels of service are achieved through KPI measured response

times.

Key Relationships

? WRU stakeholders

? Ticketing department

? Commercial department

? Operations department

? IT department

? Ticketmaster

? CRM agency

Key Responsibilities, ? Responsible for customer service levels for WRU and Principality Stadium events

Tasks and Activities

including walk up queries and sales, telephone and email queries

? Line management of customer service operatives

? Research, implementation and maintenance of market leading customer service

solutions

? Reporting of service levels to senior management

? Adhering to and surpassing agreed KPI service levels

? Event day operational planning

? Complaint resolution

? Assist sales of commercial products through outbound and digital strategies

? Carry out duties in support of the WRU Group Strategic Mission, Purpose and

Values

Continued

The WRU are committed to providing CPD for the successful candidate. We expect the

Professional

successful candidate to undertake available training courses and research to enhance

Development

personal knowledge, skills and experience.

PERSON SPECIFICATION

Experience

? Strong interpersonal skills and relationship management

? 5 years' line management experience

? Experience of managing in a customer service environment with emphasis on:

o Face to face customer service

o Call centre KPI goal orientated service

o CRM & digital driven service

? Outbound telemarketing & sales experience

Skills & Qualifications ? Ability to pro-actively provide reports for senior management

? Excellent IT skills, specifically Microsoft Word, Excel and PowerPoint

Version June 2019 Job Description/Customer Service Manager/July 2019

JOB DESCRIPTION WRU Group Values Other

Acknowledgement Employee Signature:

? Excellent written and verbal communication skills are essential The role holder is expected to perform their roles in accordance with the WRU Group Values - Excellence, Integrity, Success, Courage, Family, Humour The WRU Group Values document is available upon appointment to the role.

? An understanding and commitment to equality and diversity in employment and sport

? Work in accordance with all group policies and procedures, including sustainable development

? An understanding of individual responsibility in complying with the health and safety policies and arrangements

? Ability to communicate and work through the medium of Welsh is desirable.

Name:

Date:

Line Manager Signature:

Name:

Date:

The job description is subject to change pending review by the role holder and their line manager.

Version June 2019 Job Description/Customer Service Manager/July 2019

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