Customer Services Assistant

Job Title: Customer Services Assistant

Salary: £19,000 -22,000 depending on experience

Location: Office-based, Cardiff Capital Retail Park

Contract: Fixed-Term, 12 months (full-time) with probation period

Company: Run 4 Wales Ltd

Reporting To: Head of Marketing & Communications

JOB SUMMARY

Run 4 Wales (R4W), the events team behind some of Wales’ biggest mass participation events including the Cardiff Half Marathon, is looking for an enthusiastic Customer Services Assistant to join their busy team.

Working alongside the Client Relationships Manager and Head of Marketing & Communications, the successful candidate will help to ensure the 50,000 people who take on a R4W event each year have an unforgettable experience by assisting with race administration and customer queries before, during and after an event, ensuring issues are dealt with in a timely manner.

This is a rare opportunity to work for a growing and forward-thinking company, who reward hard work and commitment with an engaging and flexible working environment.

This is a full-time position, working Monday-Friday during regular office hours (9am to 5pm) as well as event weekends (with time in lieu offered for event weekends).

WHAT WE OFFER

We’re a close-knit team. We pride ourselves on creating a truly unforgettable experience for the tens of thousands of people who attend our events each year.

We love what we do and approach our ambitious goals with hospitality, humour and a unique set of shared values. As well as a rewarding career, we offer a range of benefits:

  • Generous holiday allowance, for a healthy work/life balance
  • Time off in lieu given for any weekends work
  • 3 additional paid days off over the Christmas holidays
  • Part and flexible working opportunities
  • Company handset and calls/data
  • Flexible options for parents or those looking to take the trip of a lifetime
  • Flexible working arrangements
  • 40 hours of training and development available for every team member
  • Generous Company pension scheme
  • Enhanced maternity, paternity and adoption pay available
  • Tax-efficient scheme for childcare vouchers, bikes and clothing
  • Showers available for those choosing to run, walk or cycle to work
  • Confidential independent counselling and advice
  • Three days a year to give back to the community
  • Free annual eye test
JOB DESCRIPTION

HELPDESK SUPPORT

  • Provide customer service support – responding promptly, and providing accurate and event-specific information and advice over e-mail, phone and social media.
  • Handling inbound queries over the phone and email. Acting as a first point of contact for queries relating to events.
  • Handling inbound social media queries, transferring to email inbox at the first opportunity.
  • Logging difficult queries that cannot be immediately resolved – for awareness by the wider team ahead of collaborative discussions on a response.
  • Handling and resolving customer complaints.
  • Responding to queries from residents impacted by event road closures.

REGISTRATION DATA

  • Using the registration system to assist with the answering of queries or to update entry information – such as changes of address or contact details.
  • Generating registration reports – to help with race administration or other requests.
  • Administering registration data changes.

EVENT WEEKEND

  • Attending weekend events to assist with set up, and to work on customer service helpdesk.
  • Dealing with on-the-day participant queries.
  • Logging queries/complaints post event – sharing feedback with the wider team.
  • Logging and responding to requests on issues such as results (timing), t-shirts and medals.
  • Packing and posting items such as t-shirts to facilitate swap requests.

VIRTUAL EVENTS

  • Helping customers with queries relating to virtual events.
  • Reviewing virtual event result submissions.
  • Preparing items to be posted to virtual event participants.

OTHER

  • Providing ad-hoc administrative support to the wider team.
  • Assisting with the ordering of office stationery and perishables.
  • Attending regular meetings to discuss outstanding queries, common issues and upcoming activity. Informing the wider team or seeking advice on any serious issues.
  • Reviewing FAQs and information provided on event websites, to minimise the number of queries and make as much information available as possible.
  • Creating/updating stock responses to common queries.
SKILLS & EXPERIENCE

ESSENTIAL

  • Excellent communication and interpersonal skills, with strong attention to detail and accuracy
  • Ability to demonstrate empathy, adaptability and patience in a fast-moving environment
  • Ability to communicate effectively across a number of channels – phone, e-mail, social media
  • Good use of judgement to make decisions that solve customer issues
  • A positive mental attitude and passion for people and problem solving
  • Ability to effectively learn and retain information
  • Ability to work event weekends (7 per year currently)
  • Excellent time management and organisational skills
  • Good analysis skills
  • Excellent IT skills on a range of software – particularly, Microsoft Excel
  • Ability to multi-task and work flexibly across different events at the same time
  • Must enjoy and work well in a team environment

DESIRABLE

  • Experience in a fast-paced customer services environment
  • Experience dealing with difficult or challenging customers or situations
  • Experience of handling/managing data with Microsoft Excel – data filtering, pivot tables etc
  • Event experience and a good knowledge and understanding of sporting events
  • UK driving license and willingness to drive company vehicles
  • An interest in an active lifestyle
  • Welsh speaking
HOW TO APPLY

We are looking forward to hearing from you, so please complete the short application form and equality form and attach your up-to-date CV.  In your application please let us know why you believe you are suitable for the role, evidencing against the job description and skills and experience required for this role.

Submit:                  Please email your application to: jobs@run4wales.org

Deadline:              For your application to be fully considered please ensure your application reaches  Run 4 Wales by the deadline of 12 noon on Thursday 27 January.

We will continually review applications as they are submitted and reserve the right to invite candidates to interview or fill the position before the deadline date.

Interviews will take place on Thursday 3 and Friday 4 February 2022 in Cardiff.

Due to the volume of applications, it may not be possible to acknowledge all applications or provide feedback to candidates who are not selected for interview.

Run 4 Wales is an equal opportunities employer and is committed to delivering on our equality policies. We welcome applicants from all sections of the community, particularly under-represented groups. If you require assistance with your application, please contact us via email at jobs@run4wales.org,or write to us at Run 4 Wales, Capital Retail Park, Pod 1, Leckwith Rd, Cardiff, CF11 8EG.