Customer Service Manager

Location: Principality Stadium

• Hybrid Remote Hours of work: 35 per week. Monday to Friday 9am – 5pm, with a requirement to work flexibly, evenings and weekends as necessary
  
  

Closing Date: 30th April 2025

Ensure delivery of a first class and proactive customer service on behalf of the WRU Group. The role will oversee the WRU / Principality Stadium customer service strategy delivery, to provide a seamless and industry leading customer experience.

The Person

• Ability to manage multiple deadlines and to work as part of a team
• At least 3 years management experience working with digital platforms
• Excellent knowledge and understanding of regulatory compliance
• Experience managing a customer service team ideally within the attraction/events sector.
• Experience of executing customer service strategies
• Experience dealing with customer contact/complaints via email, in person and by phone
• Experience using remote omni-channel contact centre solutions and Salesforce CRM is desired
• Experience of working in a customer focussed retail environment ideally within the visitor attraction/events sector.
• Knowledge of Ticketmaster sport XR or other ticketing systems is preferential
• Proven experience delivering first class customer service in a retail/business environment
• Strong interpersonal and relationship management
• Strong interpersonal skills and relationship management
• Working knowledge of booking systems/customer relationship management systems
  
  

Skills & Qualifications

• Ability to communicate and work through the medium of Welsh is desirable
• Excellent IT skills, specifically Microsoft packages, ticketing and CRM systems
• Excellent written and verbal communication skills are essential
• Proven track record of showing an innovative approach to task management
• Strong interpersonal and analytical skills
  
  

The Role

• Adhering to and surpassing agreed KPI service levels through performance management
• Carry out any appropriate additional tasks or duties as requested by line management
• Act as the escalation point for all complaints on behalf of the WRU Group / Principality Stadium.
• Delivery the WRU self-service strategy
• Ensure the Supporter Services Team is delivering efficient 5-star customer service through coaching, quality checks and team training.
• Maintain appropriate databases and utilise data held to maximise outbound sales campaigns.
• Manage CRM platform to ensure tools are up to date and fit for purpose.
• Oversee the customer service delivery of event ticketing & stadium tours
• Oversee the data management and customer experience of accessible ticketing Initiatives
• Oversee the WRU/Principality Stadium omnichannel contact centre
• Provide daily reporting in line with department strategy to maximise service offering and sales opportunities.
• Reporting of service levels to senior management
• Research, implementation and maintenance of market leading customer service solutions
• Responsible for Customer experience of WRU and Principality Stadium ticket holders
  
  

Key Relationships

• Digital Ticketing Executive
• Finance department
• Official members
• Premium members
• Principality Stadium Experience Teams
• Regional Ticketing Teams
• Salesforce
• Stadium Operations Team
• Stadium Tours Team
• Supporter Services Supervisor
• Supporter Services Team
• Ticketing department
• Welsh Rugby supporters and Principality Stadium customers
• WRU marketing department
• Zoom
  
  

Responsible for

• Supporter services team
• Supporter services supervisor
• Tour Booking System Administrator
  
  

WRU Requirements

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.

The Perks

As a permanent member of the WRU Group, you will have access to our full range of employee benefits, including:

• Salary Sacrifice Pension (5% employee contribution, matched by WRU)
• Life assurance scheme
• WRU Group Ticket Allocation
• 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
  
  

Our Values

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.

Inclusion At The WRU

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 (2024-2029) and you can also read more about our commitment in our Equality, Diversity and Inclusion Policy.

Diversity monitoring

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.