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Customer Service Specialist (GMS)
England Rugby
The Rugby Football Union is the national governing body for grassroots and elite rugby in England. Its purpose is to encourage rugby, and its values, to flourish across England.
Job Posted- 26 Nov 2024
Status- Full Time
Location- England
Closing date- 10 Dec 2024
The Role:
To work within the central customer services team, this role will play an integral part in the delivery of a first-class service. Setting the expected communication standards across the department as a leader within the Game Management System workstream and supporting generalist customer service functions when required.
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.
Some Key Responsibilities Include:
- Taking responsibility of the day-to-day operations of the GMS Service Desk team and ensure tasks are assigned accordingly, including distribution of tickets.
- Reporting any common incident trends to the management team and providing possible solutions.
- Assisting in maintaining the IT knowledgebase with detailed customer-facing documentation to a high standard, ensuring an increasing portion of tickets are resolved using the KB.
- Managing the historical backlog of tickets making sure that the end user is always communicated to throughout the life cycle.
- Managing information and general administration support for the IT service management tool, keeping all records up to date.
- Ensuring all incidents and service requests adhere to SLAs and are recorded accurately against KPIs.
- Logging incidents and service requests into the RFU IT service management tool.
- Logging, responding 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.
- Support the customer service representatives and assist with training on all IT/GMS systems, ensuring the Customer Service (CS) team follow guidelines and procedures correctly.
- Responsible for editing articles on the self-serve desk ensuring that they are current and relevant.
- Review incoming emails via the self-serve desk to identify any gaps in the knowledge base and effectiveness of articles.
- Communicate effectively with the customer service generalist team to ensure the correct information is disseminated ahead of customer contacts and potential busy periods
- Assist and support the Customer Service Manager and/or Head of Ticketing and other Managers with any additional projects as required.
- Supporting the wider customer services team as overflow as required i.e. Ticketing
- Support on the lead up and delivery of Event Days as required.
- 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.
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:
- Experience in customer service.
- Excellent working knowledge of Ticketing systems, particularly XR / Tixserve and GMS.
- Working knowledge of Microsoft applications.
- Experience of working on a service desk, specifically around prioritisation.
- IT service management awareness.
- Effective verbal and written communication skills.
- Confident nature, able to effectively manage own time and priorities.
- Ability to communicate and work with all levels within an organisation.
- Customer service driven with an orientation towards serving the needs of others, providing a consistent, high-quality service at all times.
- Reliable and able to adapt to situations and excel under pressure.
- Ability to follow process and procedure in accordance with their role.
- Genuine interest in technology service operations and delivery.
- Ability to establish positive working relationships with internal and external stakeholders.
- Must be ‘customer focused’ and with an understanding of ‘client’ requirements and orientation towards service of others.
- Ability to work on one’s own and as part of a team.
- Effective management of deadlines and prioritisation of workload.
- Confident in decision making in the absence of a manager.
- 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:
- Experience in leading a team and driving efficiencies.
- Experience working with the RFU’s Game Management System.
- ITIL Foundation level.
- Experience working with Office 365 particularly Skype for Business, SharePoint & OneDrive.
- Experience working with JIRA.
- Experience working on a service management tool e.g. ServiceNow, Freshservice.
- Relevant experience of the rugby environment/strong practical understanding of the rugby or sporting landscape in England.
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 [email protected].
- 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.*
How to Apply
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