Customer Service Analyst; GMS

Working at 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 Customer Service Analyst (Game Management System) to join our Ticketing team on a permanent basis.

Department:
Venue

Reports to:

Customer Service Specialist (Game Management System)
Job Level: Core
Salary Banding: c.£30,000

Location:

This role is contractually based at Allianz Stadium, offering some flexibility to work from home

Employment Type:

Permanent

Working Hours:

This is a full-time role, covering 35hrs per week

• Please submit an anonymised CV (i.e. remove personal details)
• The closing date for applications 4th March at 5pm

To work within the central customer services team, reporting to the Customer Service Specialist (Game Management System), and supporting the wider customer services team by delivering high service and communication standards across the department and specifically within the Game Management System workstream.

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.

• Logging incidents and service requests into the RFU IT service management tool.
• Setting the correct priority and severity to all requests.
• Logging, responding to and managing customer requests for the externally facing Game Management System all the way to resolution.
• Assist in pre-release testing, providing feedback on success criteria for our externally facing services and products.
• Provide post-release support where necessary to external users. Assigning and escalating incidents and service requests to 2nd/3rd support team members and third parties.
• Following up on open incidents/service requests with support teams and third parties via email, phone and face-to-face methods.
• Providing regular feedback to users on the status of their issues including third party escalations.
• Assisting in maintaining the GMS knowledgebase with detailed customer-facing documentation to a high standard, ensuring an increasing portion of tickets are resolved using the KB.
• Ensuring all incidents and service requests adhere to SLAs and are recorded accurately against KPIs.
• Ensuring all completed tickets are closed to the satisfaction of the requestor.
• Stay up to date with current thinking and best practice, proposing recommendations on improvements we can make, then being pivotal in the implementation element.
• Supporting the wider customer services team as overflow as required, e.g. Ticketing.
• Supporting on the lead up and delivery of Event Days as required across the wider Customer Service team.
• 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.

The skills and attributes outlined in this description are not exhaustive and we welcome candidates who can bring different relevant experiences to the role.

• Credible experience in customer service and/or service desk, managing complex situations and helping to resolve any issues.
• Experience of working on a service desk, specifically around prioritisation.
• IT service management awareness.
• Experience managing complex accounts and clients offering bespoke service.
• Effective communication skills.
• Experience in working in a fast-paced environment.
• Customer service driven with an orientation towards serving the needs of others, providing a consistent, high-quality service at all times.
• Excellent organisational skills, able to apply these to personal…