Vacancy overview

Salary and Benefits

Fixed term contract from March-October

£23,000 per annum pro rata

23 days holiday; pro-rata.

Non Contributory Pension scheme

The Position

Providing the very best customer service to Members and fans 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 the service that the Club and venue offers. The role requires communication through email, telephone and match-day interaction with Members and fans. The ideal candidate for this role will be passionate about delivering first-class service and improving the fan experience.

Surrey County Cricket Club has a growing and loyal Membership, as well as selling hundreds of thousands of tickets every year. The Supporter Services Executive will help process Membership and ticket products, as well as assisting sales and fulfilment of Ground Tours and Retail.

What you’ll do

• Provide all guests with a positive first impression of the Club by offering superior, individualised service
• Deal with all Membership and Supporter Services inquiries, most commonly via telephone, email and in person
• Accurately operate the ticketing system to sell tickets, membership and other products, such as restaurant bookings and events
• Provide ticket office services to Members and fans, while assisting and setting an example for match-day staff
• Assist in the sales and delivery of Kia Oval Ground Tour products
• Monitor and process general enquiries and liaise with other departments, where necessary, to solve customer queries
• Assist in the management of day-to-day post and courier requirements
• Print and process tickets as required by the Club
• Assist in the fulfilment and delivery of the Surrey Cricket Foundation’s partnership with cricket clubs in the county
• Process and compile membership packs and cards as/if required
• Provide accurate reports as required, such as daily finance reports with the Accounts team
• Work with the Customer Experience Manager in acquiring and reporting on customer feedback
• Attend Member engagement events, such as Member Forums, when necessary

Important note: The Supporter Services Executive will be required to work match-days during the season which can include weekend, evening and public holiday work.

The successful candidate will have the following experience / skills / qualities:

Essential:

• Experience within a customer services environment
• Excellent verbal and written communication skills
• Computer literate and confident in MS Excel; Word, Powerpoint and Outlook.
• Great team player
• Motivated by a passion for quality and great customer service delivery
• A “can-do”, customer-focused, proactive attitude

Desirable:

• venue knowledge
• cricket knowledge
• experience in working with customer service software such as Salesforce
• experience in working in Ticketing/at Events