Description With the Women's Rugby World Cup taking place here in England this year, it's an incredibly exciting time to join the RFU and working with the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you. An opportunity has arisen for a number of Customer Service Assistants to join our Ticketing team on a casual basis. Job Title : Customer Service Assistant Department : Ticketing - Venue Reports to : Customer Service Manager Hourly Rate : c.£14 per hour Location : This role will ideally work from Allianz Stadium, offering some flexibility to work from home Engagement Type : Casual Application Information: Please submit an anonymised CV (i.e. please exclude personal details). The closing date for applications is Thursday 15th May at 9pm. The RFU reserves the right to close this vacancy early if we receive sufficient applications. Applications may be considered whilst this vacancy is advertised. The Role: This role services members, customers, colleagues and associates of the Rugby Football Union, putting them at the centre of everything we do. As the main point of contact providing 1st line support, you are handling many pieces of work simultaneously and ensuring that a first-class experience is offered consistently. This includes being integral to solutions and improvements to shape customers’ experience. This is fast paced, high profile environment which requires a positive and resilient team player who is able to build rapport with our service users, resolving all queries and concerns to a high standard, increasing loyalty of our existing customers and attracting new business through maintaining the positive image and reputation of the RFU. Some key responsibilities include: To learn and develop advanced use of the office-based ticketing system, the online customer journey and buying process, and to adopt and use the RFU’s CRM system. Logging incidents and service requests into the RFU IT service management tool. To be on the front-line, managing member or customer enquiries via phone and online customer service system/s i.e. GMS/CRM, or sales i.e. Ticketmaster or Tixserve. Assisting in pre-release testing, providing feedback on success criteria for our externally facing services and products. Managing and resolving customer queries within agreed frameworks, timescales and deadlines. Following up on open queries with support teams and third parties via email, phone and face-to-face methods. Assisting in maintaining knowledgebase in all products and services that support customer satisfaction with detailed customer-facing documentation to a high standard. Managing information and general administration support for the IT service management tool, keeping all records up to date. Ensuring all queries and service requests adhere to SLAs and are recorded accurately against KPIs. Ensure data is managed with integrity, accuracy, and compliance. On event days, become the customer face of the stadium, supporting ticket collections, sales, and customer service both at the ticket window and where required inside the stadium. Actively collaborate with colleagues to contribute to the development and delivery of the current strategic, business and operational plans. Act as an ambassador for, and promote the best interests of the RFU, including the promotion of our culture and core values – This Rose Means Everyone: Put The Team First, Shape The Future, Respect Each Other. Undertake other duties as may be required from time to time as are consistent with the responsibilities of the post and the needs of the organisation. Qualifications, Skills & Experience: The skills and attributes outlined in this description are not exhaustive and we welcome candidates who can bring different relevant experiences to the role. Essential: Confidence when speaking and communicating with the public. Effective written communication skills. Strong competence and confidence with technology. Experience dealing with complex situations and helping to resolve problems, particularly focussed on excellent customer experience. Good attention to detail. Ability to work under pressure and to meet tight deadlines. Collaborative and strong team ethic. An effective team member, with sufficient flexibility and willingness to take on roles outside their normal functional responsibility when required. Self-aware; committed to continuous professional and personal development. Committed to embodying the ethos our culture by using our three core values – Put The Team First, Shape The Future, Respect Each Other – to guide your day-to-day decisions, actions and interactions. Committed to actively contributing and building an inclusive culture in your role and day to day behaviours. Desirable: Proficient in working with Microsoft Word, Excel and PowerPoint and proficiency with Smartsheet. An interest in sport. Additional Information: We want you to have every opportunity to demonstrate your skills, ability and potential. If there is anything we could do to support you through your application or to provide the best environment for your interviews, including assistance or adjustment, please reach out to recruitment@rfu.com. During your application, we will ask questions about your identity. This information is considered highly confidential and will not be seen by hiring managers. You can find out more about why we ask these questions here. Please download the job description here for full details of this role.* * We recommend keeping a copy of the JD to hand as you may wish to revisit the role requirements in the event you are invited to interview.