Customer Services Manager – Rugby Australia

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Combine your passion for management, customer service with a dynamic working environment in sport

Summary about this job

Management & Support

Company: Australian Rugby Union

Location: Sydney

Work type: Full Time

Salary: n\a

Phone: +61-3-9519-5829

Fax: +61-2-9840-8060

E-mail: n\a

Site:

Detail information about job Customer Services Manager – Rugby Australia. Terms and conditions vacancy

  • Exciting opportunity to work in sport
  • Varied and interesting customer service role
  • Challenging


Customer Services Manager – Rugby Australia                                      Moore Park

Rugby Australia (Rugby AU), the national body of rugby in Australia is seeking applications for the position of Customer Services Manager. This is an exciting opportunity for an enthusiastic and passionate person to manage our highly responsive Customer Services Team, to provide world-class service.

The Customer Service Team is the front line of Rugby AU and the central communication point, focusing strongly on customer service delivery. It is responsible for building relationships with our fans and clients and representing Rugby AU in a positive and professional manner.

The Customer Service Manager role, can be full or part-time and will play an integral role in the implementation and ongoing development of Rugby AU Customer Service Strategy. Primarily responsible for working with all members of the rugby community to enhance their overall experience and knowledge of Rugby AU programs, initiatives and activities. 

The role is responsible for:

  • Managing the Customer Service Team, to foster positive relationships with our stakeholders and provide information and advice to a broad range of issues
  • Maintaining a detailed knowledge of Rugby AU’s range of products and services
  • Working collaboratively with all internal departments such as ticketing, licensing, hospitality, media, marketing, community rugby and with other external product owners.
  • Managing the team to handle all inbound communication from customers and stakeholders. This includes collecting customer information, documenting interactions and recommending products and services according to the client’s needs.
  • Ensuring that a proactive and consistent level of customer service is provided by creating cases in the Customer Relations Management System (CRM) to manage workflow, escalate, reassign to other departments or individuals and monitor through to completion.
  • Ensuring the team resolves product or service problems by determining the cause of the problem, explaining the best solution, actioning the solution and following up to ensure the problem is resolved and the customer is satisfied with the outcome.
  • Managing and maintaining the database ensuring all records are accurate and complete, and coordinating multiple online systems.
  • Ensuring the team provides ongoing technical support to Super Rugby, Member Unions and clubs across the country.
  • Developing and maintaining a current library of system support user guides and fast fact documents. 
  • Ensuring all outbound automated responses generated by phone and email are up to date with relevant branding, messaging and copy.
  • Provide guidance, assistance and training to your team to ensure all customer service and administration tasks are completed at a satisfactory level.  
  • Providing regular feedback and input regarding customer engagement policies and procedures to ensure the ongoing improvement and effectiveness of the customer engagement strategy.

 

Required:

  • Exceptional verbal and written communication skills
  • Experience in a customer services role
  • Demonstrated experience providing guidance and advice to internal and external stakeholders
  • Strong attention to detail
  • Ability to manage competing demands
  • Ability to manage a small team
  • Ability to build and maintain relationships with a diverse group of stakeholders
  • Strong computer literacy with the ability to work with and easily adapt to technology applications
  • Problem solving aptitude
  • Proficiency with Microsoft Office suite, particularly Microsoft excel.

Desirable:

  • Tertiary qualification in business, sports management or similar
  • An understanding of the Australian sports marketplace
  • Knowledge and understanding of the game of rugby union
  • Previous experience with Salesforce or other CRM system.
  • Previous experience with a sport/competition management system.
     

To apply please send your CV and a cover letter supporting your application to [email protected]. Applications close 9th July 2018.

 

Rugby Australia is an Equal Opportunity Employer and is committed to improving employment opportunities for Indigenous Australians.

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