Main Purpose of the Job
At Gloucester Rugby, our supporters are at the heart of everything we do. We are looking for a highly motivated Senior Customer Experience Coordinator to help deliver an outstanding experience across every supporter touchpoint, while keeping day-to-day customer experience and ticketing operations running smoothly.
This role is key to making sure our supporters receive a responsive, professional and welcoming service, whether they are contacting us about memberships, match tickets, seasonal products or attending Kingsholm on a matchday. Alongside supporting the wider team and acting as an escalation point for more complex queries, the post holder will also take ownership of service standards and team performance, helping to drive KPIs across response times, customer satisfaction and sales activity.
This is a hands-on role. While there is a strong focus on leading team activity, improving performance and driving continuous improvement, the successful candidate will also be expected to support frontline service delivery directly, helping the team maintain a high standard of service during a period of change and reduced resource.
The role will oversee the effective use of Ticketmaster Sport XR and Microsoft Dynamics, support commercial objectives through strong service and sales delivery, and play an important part in continually improving the supporter journey.
This is a full-time position based at Kingsholm Stadium. The role requires the post holder to work Men’s and some Women’s matchdays and other events, with time off in lieu provided.
Key Accountabilities
· Support the day-to-day running of the Customer Experience team, helping to allocate workload, maintain service standards and keep supporter enquiries moving efficiently
· Deliver a consistently high standard of customer service across phone, CRM and in-person enquiries, ensuring supporters receive a professional, welcoming and solution-focused experience
· Take ownership of key Customer Experience KPIs, including service levels, response times, customer satisfaction and sales performance
· Monitor team performance, identify trends and take action to improve service delivery, team output and supporter experience
· Provide coaching, guidance and day-to-day support to Customer Experience and Ticketing Executives
· Act as the first point of escalation for complex, sensitive or high-priority supporter issues, taking ownership to achieve the right outcome
· Remain hands-on in frontline service delivery, supporting the team directly and helping to maintain service levels
· Ensure accurate processing of ticket sales, memberships, accessibility bookings and other supporter transactions
· Support the delivery of ticketing and membership sales campaigns, including renewals, promotions and targeted supporter communications
· Maximise opportunities to drive revenue through excellent service, upselling and proactive supporter engagement
· Lead customer experience delivery on Gloucester Rugby matchdays and major events, ensuring operational readiness and a positive supporter journey from arrival to departure
· Maintain strong working knowledge and best-practice use of Ticketmaster Sport XR and Microsoft Dynamics to support efficient, accurate and joined-up service delivery
· Identify and implement improvements to supporter journeys, team processes and ways of working to help the department perform more effectively
This is not an exhaustive list and other duties may be required when necessary.
Health and Safety at Work
To comply with the requirements of the Health and Safety at Work Act 1974 and associated legislation, you must adhere to the company’s safety rules and procedures and take all reasonable care to protect the safety of yourself and others.
This job description is intended only as a guide to the main responsibilities and is in no way intended to restrict any individual in the performance of other duties as required by the Company.
Qualifications, Experience & Knowledge
Essential
- Proven experience in a customer service, ticketing or customer experience environment
- Experience supporting or leading a team in a fast-paced setting
- Strong organisational and IT skills including Excel, Word and CRM systems
- Excellent communication and interpersonal skills
- Strong attention to detail and problem-solving ability
- Ability to work independently and as part of a team
- Ability to work evenings and weekends as required on match days
- Experience managing workloads, priorities, and performance.
Desirable
- Experience within sport, live events, or ticketing environments
- Experience using Ticketmaster Sport XR and Microsoft Dynamics
- Experience analysing data and producing performance reports
- Understanding of customer journey mapping and service design
Job Types: Full-time, Permanent
Pay: £27,376.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Referral programme
Work Location: In person
