Reporting to: Head of Commercial & Partnerships
Location: Worcestershire County Cricket Club, New Road, Worcester, WR2 4QQ
Contract term: Full time, permanent
Background:
Worcestershire County Cricket Club is one of the 18 major county cricket clubs which make up the England and Wales Cricket Board. We play to the highest level of professional cricket with a history stretching back over 155 years.
Our vision is to become Worcestershire's premier destination for live sports, entertainment & hospitality, whilst providing great experiences for everyone who comes to New Road.
We are passionate about our people and strive to make our working environment a welcoming and inclusive one, fuelling ambition with opportunities and support to help our people achieve their personal and professional goals.
Our values of Trust, Inclusiveness, Kindness, Resilience and Togetherness, resonate across everything we do at the Club and define our culture and behaviours.
Purpose of the Role:
We are seeking a proactive and customer-focused Retail & Supporter Services Assistant to join our team. This role is pivotal in delivering a first-class experience for our supporters, managing both the physical club shop and the online store, as well as providing support with membership and ticketing. The ideal candidate will have a passion for retail and excellent customer service skills.
Key Duties and Responsibilities:
Retail Operations:
- Manage the day-to-day operations of the club shop, ensuring it is well-stocked, visually appealing, and meets the needs of our supporters;
- Process sales transactions efficiently, accurately, and in a friendly manner;
- Assist with inventory management, including stocktaking, reordering, and receiving deliveries;
- Maintain and update product displays, ensuring they are attractive and reflect current promotions or seasonal changes;
- Handle customer queries, complaints, and returns in a professional manner, ensuring a positive customer experience
Online Store Management:
- Oversee the online club shop, including uploading new products, updating prices, and managing product descriptions;
- Process and fulfil online orders, ensuring timely and accurate dispatch;
- Monitor online sales performance and assist in developing strategies to drive growth;
- Respond to customer enquiries related to online purchases, providing excellent service through email, phone, or live chat
Supporter Services:
- Assist with the sale and renewal of memberships, ensuring accurate records are maintained in the CRM system;
- Support the ticketing team during peak times, helping to process ticket sales and manage customer queries;
- Provide information and assistance to supporters regarding matchday experiences, events, and other club activities;
- Collaborate with the marketing team to promote retail, membership, and ticketing offers through various channels
General Duties:
- Maintain a clean, organised, and welcoming environment in both the physical and online retail spaces;
- Assist with matchday operations as required, including setting up merchandise stalls and providing customer service to attendees;
- Participate in regular team meetings, offering insights and feedback to improve operations and customer experience;
- Stay up-to-date with club activities, promotions, and events to effectively communicate with supporters
Other responsibilities:
We expect our people to demonstrate and promote our values at all times to ensure Worcestershire County Cricket Club's brand is always held in the highest regard both internally and in public. It is expected that you will:
- Be proactive in promoting inclusiveness across the club and reporting any discrimination that you witness;
- Be committed to safeguarding and promoting the welfare of children, young people and adults at risk that visit the Club;
- Promote a positive environment that is welcoming, friendly and supportive;
- Foster a culture of togetherness and commit to contributing to a strong team ethic;
- Be passionate about delivering excellent customer service to everyone that comes through our doors
The nature of our work and the size of our team here at Worcestershire County Cricket Club requires everyone to be flexible, motivated and an excellent team player.
This Job Description is not an exhaustive list of tasks but represents the key duties and responsibilities required by the role. You may be required to take on such reasonable additional or other responsibilities and tasks as we need from time to time.
Requirements
It is expected that you will have:
- Previous experience in retail, customer service or a similar role;
- Strong communication and interpersonal skills, with a passion for delivering excellent customer service;
- Good organisational skills and attention to detail;
- The ability to work independently as well as part of a team;
- Excellent IT skills and be comfortable with technology, including e-commerce platforms and CRM systems;
- A genuine interest in sport and the values of Worcestershire County Cricket Club;
- Flexibility to work matchdays, weekends, and evenings as required
You will need to have the Right to Work in the UK or be able to obtain this by the start date. Unfortunately, we are unable to offer visa sponsorship for this role.
Benefits
Hours, benefits and salary:
This is a full-time role working 35 hours per week over 5 days. This role is expected to work the majority of home matchdays, including some evenings and weekends.
The salary for this role is £24,000 per annum.
Our benefits:
- Contributory pension scheme
- Death in Service Cover at four times your annual salary
- Paid time off over Christmas and New Year
- Paid day off for your Birthday or celebration day of your choice
- Access to Pluxee employee benefits and discount platform
- Employee Assistance Programme and Wellbeing support
- Free city centre parking
- Stunning city centre location with iconic cathedral view
- Complimentary tickets for various Sports venues across Worcester
The closing date for applications is Thursday 12th September 2024.
Worcestershire County Cricket Club recognises the positive value of diversity, promotes equality and challenges discrimination. We welcome and encourage job applications from people of all backgrounds.
The Club is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.