Customer Support Specialist
Lawn Tennis Association (LTA)
The Lawn Tennis Association is the national governing body of tennis in Great Britain, the Channel Islands and the Isle of Man.
- Posted
- 13 Mar 2023
- Status
- Part Time
- Location
- England
- Closing date
- 9 Apr 2023
About the role
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.
Personal Responsibility and Development
- Develop and maintain a deep understanding of our LTA programmes and initiatives in order to effectively troubleshoot and problem solve issues affecting customer experience. With particular emphasis on Wimbledon enquiries.
- Build and maintain a solid understanding of internal systems and processes to enable effective handling of customer issues, while identifying any areas where more efficient options may exist for resolving them.
- Have a broad understanding of the LTA website, our digital resources and where information can be found to support customer queries and enable them to resolve issues directly wherever possible.
- Lead yourself and other team members as required in both personal career development and enhancing the skills required to be effective in the role
Person Specification
Previous Essential Experience of:
- Delivering exceptional remote customer service and efficient resolutions to a wide range
of stakeholders both internally and externally to achieve agreed business service levels
- Working with technology and CRM solutions to effectively manage, store and report on
customer cases and effectively managing a large volume of cases.
- Expertly managing customer complaints and navigating through to satisfactory resolutions
- High quality and consistent administrative support in a busy and fast paced environment
- Working to a high level of attention to detail and accuracy, identifying improvements and better ways of working where possible
- Diplomatically balancing the needs and wants of customers with the most effective and timely solutions
- Excellent communication and customer service skills, with the ability to liaise and influence people at all levels
Previous Desirable Experience of:
- Customer relations (remotely or face-to-face) and up-selling or cross-selling products
- A deep knowledge of the LTA, our structures, programmes, products and partners
- Knowledge of the wider sports landscape and the elements involved in developing sports
- Customer Service qualification or equivalent
- An understanding of local, County, Regional and National Tennis structures.
Our Culture
The LTA, through its vision “Tennis Opened up”, is committed to creating a diverse environment where all colleagues feel included and a strong sense of belonging. We are proud to actively invite applications from all candidates who meet the essential criteria and can work in the UK. We commit that everyone will receive equal consideration for employment irrespective of your ethnicity, religion, sex, gender reassignment, sexual orientation, age, any disability, marital or civil partnership status, and pregnancy or maternity status.
The LTA Tennis Foundation is a new tennis charity that partners with brilliant people and organisations to improve lives through tennis. It shares the LTA’s vision of ‘Tennis Opened Up’, and it wants to use our sport to make a real difference to people across the whole country. All LTA colleagues have the chance to get involved with the LTA TF, with some directly involved in delivering and leading its work.
To truly deliver our vision of “Tennis Opened up”, we believe it is critical that the LTA plays our part in contributing to a healthier and more sustainable society. We want to grow tennis in Britain, but do so in a responsible way, protecting and supporting the environment and working with everyone in the sport to tackle our climate impacts. We are committed to ensuring a lasting future for tennis in Britain, and our Environmental Sustainability Plan sets out how we will do this.
Find out more here
- Life at the LTA
- www.lta.org.uk/sustainability
How to Apply
Please click 'Apply Now' to begin the application process.