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Customer Support Specialist

Lawn Tennis Association

The Lawn Tennis Association is the national governing body of tennis in Great Britain, the Channel Islands and the Isle of Man.

Posted
25 Nov 2022
Status
Contract - Fixed Term
Location
England
Closing date
18 Dec 2022

About the role

The LTA’s vision is “Tennis Opened Up” and our mission is to make tennis Relevant, Accessible, Welcoming and Enjoyable. We want people of all ages, backgrounds and abilities to pick up a racket and have fun!

The LTA Customer Support team is an integral part of our business, playing a crucial role in supporting a wide range of tennis customers and colleagues by delivering high quality customer centric support.

As a team Specialist you will support and deliver new ways of working to achieve significant change through efficient and effective customer support solutions both internally and externally.

Working in partnership across the business and particularly with the rest of the Participation Directorate, the LTA Customer Support Team is responsible for finding fast, effective and helpful solutions whilst providing a fantastic customer experience that represents our Values.

Key Accountabilities

Quality and Continuous Improvement

  • Support working with the rest of the business to ensure that we provide a high-quality customer experience through enabling comprehensive self-service for the customer wherever possible, and rapid resolution of issues where it is not. With particular focus on Wimbledon based enquiries.
  • Using Salesforce and other tools to work seamlessly across the Participation Directorate and the wider business to help make systems as efficient as possible. Always seeking to improve the way in which we do things, including coaching team members as required in key areas particularly the servicing of Wimbledon enquiries.
  • Play an active role in improving the collation and understanding of management information and data in relation to team performance against customer focused objectives and KPIs, using that information to improve personal and team performance.

Service Delivery

  • Be a champion within the team for ensuring we collectively work in a customer-centric way to achieve individual and collective team service levels and key performance indicators.
  • Provide a great customer experience and be an ambassador of our LTA brand, vision and mission to others, helping us to achieve Tennis Opened Up by positively promoting our service in a truly inclusive and diverse way.
  • Work with the Customer Support Manager and the Wimbledon Ticketing Team as required, to provide effective support to teams across the LTA in building and delivering new customer-centric business processes which enable a significant reduction in direct customer contact time, and deliver against their Dashboard objectives.

Download full job description and person specification

How to Apply

To apply for this role, please click 'Apply Now' to begin the online application. You will require a CV.

Applications close on 18th December 2022


Additional Information

Status
Contract - Fixed Term
Job Type
Administration
Supporter Services
Sport
Tennis
Salary information
up to £24,000

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