Supporter Services Officer

Deliver a first class proactive customer service on behalf of the WRU Group and act as the first point of contact for all stakeholders engaging with the WRU Group in relation to ticket sales and delivery. Providing supplementary service delivery for debenture enquiries, official members, stadium tours and all other customer and supporter enquiries including third party events.

Closing Date: 18th March 2026

• Experience of dealing with the public via email, in person and by phone
• Experience of using systems, Ticketmaster Sport XR and Salesforce is desirable
• Experience of working in a customer focussed retail environment, ideally within ticketing
• Proven experience of working within a first-class customer service function in a retail/ business environment
• Strong interpersonal skills and relationship management
• Working knowledge of on-line ticketing/ customer relationship management systems is advantageous

• Act as the first point of contact for all inbound ticket sales on behalf of the WRU Group / Principality Stadium.
• Carry out any appropriate additional tasks or duties as requested by line management
• Carry out duties to help support the WRU Group in line with the Company’s core values
• Ensure all ticketing requirements are met for key stakeholders, including the sale and fulfilment of tickets via direct channels in conjunction with the Ticketing Operations team
• Handle all inbound customer contact to the WRU Group in relation to ticketing and general enquiries. Providing customer service to debenture, membership, and tours customers in addition to other products/services as required.
• Maintain appropriate databases and utilise data held to maximise outbound sales calls
• Provide customer services support to deal with sales, general queries and complaint resolution in relation to multiple products and services

Support the Ticket Operations team; process club, debenture, and public sales orders

The WRU require that individuals are proficient in IT skills, specifically Microsoft packages. Excellent written and verbal communications are essential, along with the ability to build strong relationships with internal and external stakeholders.

Ability to communicate through the medium of Welsh and a Valid UK Driver's License is desirable. This role is subject to a basic/enhanced DBS check.

• Salary Sacrifice Pension (5% employee contribution, matched by WRU)
• Life assurance scheme
• WRU Group Ticket Allocation (in line with ticketing policy)
• One additional paid day off (birthday leave)
• Employee assistance programme
• Team Tactics – hybrid working arrangements
• Free stadium parking and gym
• WRU Group store and tour discounts
• WRU Group partnership offers
• Eye Care Voucher Scheme
• Cycle to Work Scheme

The WRU Group are committed to developing a culture whereby all employees are equally valued and respected. Our aims, together with our vision and mission, are underpinned by our core values and beliefs which embrace:
Integrity, Excellence, Success, Courage, Family & Humour.

The WRU Group are committed to building diverse, high-performing and engaged teams across Welsh Rugby. We are ambitious about providing a people first culture where everyone can belong, be heard and respected. We are happy to talk to you about our Crys I Bawb EDI Strategy ) and you can also read more about our commitment in our Equality, Diversity and Inclusion Policy.

We know that we deliver better services when our workforce reflects the full range of backgrounds and experiences in the society we serve.

To continue to do this we need your help in filling out a short monitoring form.

None of the information you provide will be visible as part of your application. It will only be used anonymously to monitor the inclusivity of our selection processes.

You can select 'prefer not to say’ if you would rather not answer any question.

Darparu gwasanaeth cwsmeriaid rhagweithiol o'r radd flaenaf ar ran Grŵp URC a gweithredu fel pwynt cyswllt cyntaf yr holl rhanddeiliaid sy'n ymgysylltu â Grŵp URC mewn perthynas â gwerthu a chyflwyno tocynnau. Darparu gwasanaeth atodol ar gyfer ymholiadau am…