Customer Support Advisor, England & Wales Cricket Board
12 Months FTC
More information about location
3-5 days a week in office (Edgbaston, Birmingham)
National governing body for cricket in England and Wales
Be an early applicant
National governing body for cricket in England and Wales
201-500 employees
Be an early applicant
More information about location
3-5 days a week in office (Edgbaston, Birmingham)
201-500 employees
Company mission
To improve lives and connect communities through cricket.
Role
Who you are
- The right to work in the UK
- Experience of working in a customer service environment
- Excellent communication skills; both written and verbal
- The ability to work well under pressure and remain calm when things go wrong
- Excellent listening skills to establish the issues that users are facing
- The ability to multitask, as you may be working on multiple problems simultaneously
- Strong IT Skills (knowledge of Excel desirable)
- Superb problem-solving abilities and the ability to come up with creative solutions
- Excellent organisation & time management / punctuality
- The ability to build good relationships and be an excellent team worker with a professional approach, as the nature of this role involves cross-working within Customer Support, associated departments, and suppliers
- Flexible, can-do attitude
- You have a passion for offering superb levels of service
- You thrive in a busy, ever-changing environment
- You enjoy high level of autonomy. You have super attention to detail
What the job involves
- Team: Customer Support
- Seniority: Junior
- PURPOSE:
- To deliver high‑quality, responsive support to customers across the cricket network, helping them to play, follow and volunteer within the game
- This role operates in a fast‑paced environment, handling a high volume of calls, emails and online chats, while providing clear, accurate and friendly support
- The role works to clearly defined KPIs for quality and productivity, ensuring a consistent and positive customer experience at all times
- YOU’LL BE DOING:
- Managing customer contacts across multiple channels, ensuring all enquiries are accurately logged, acknowledged and resolved in line with agreed service standards and SLAs
- Providing first‑line support by troubleshooting issues and helping customers confidently use ECB systems, escalating more complex technical issues to second‑line support where required
- Building strong, collaborative relationships with internal stakeholders to support effective issue resolution and continuous service improvement
- Analysing customer and operational data, producing reports and insights that help drive improvements to customer satisfaction and internal efficiency
- Feeding back customer insights, system issues and improvement ideas to your line manager, supporting enhancements to functionality and processes, and contributing to the testing of new system features
- Developing strong knowledge of customer‑facing systems and processes, becoming a subject matter expert within the customer support team
- Creating and delivering updates, guidance and training to colleagues and the wider cricket network, through both online and face‑to‑face sessions
- Documenting internal procedures and maintaining clear, user‑friendly training materials and knowledge articles for customers via the Knowledge Centre
- Providing flexible, cross‑functional support across the wider customer support team to help manage seasonal demand and peak periods
- Please note: this role is office‑based and requires a minimum of three days per week working from the office
Application process
- Closing: 6:00pm, 3rd May 2026 BST
Our take
The England & Wales Cricket Board (ECB) is the national governing body for cricket in England and Wales. By running teams, overseeing domestic and recreational cricket, and coordinating participation programmes, the organisation seeks to inspire a generation to say "Cricket is a game for me".
ECB oversees all levels of cricket in England and Wales. This includes the national teams and county cricket; men's, women's and disability teams. Between 2020 and 2024 it prioritised initiatives such as nurturing the local core of the game, making cricket more accessible, engaging youth players and boosting the women's game - all towards creating a more inviting world of cricket in England and Wales.
The organisation continues upon this mission, hoping to improve lives and connect communities. With cricket being one of the most popular sports in the country, this provides a broad reach for ECB to make a difference as it pushes the sport forwards for players (and spectators) from the casual to professional.
Freddie
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Holiday - 25 days a year
- Volunteering – 2 days a year
- Pension Scheme
- Private medical insurance
- Employee health cash-back plan
- Long-term sickness insurance
- Life assurance - a multiple of your annual basic salary
- Enhanced family leave and pay
- OpenBlend - an innovative coaching and performance management tool
- Learning and Development - a range of programmes and initiatives to help you develop and reach your potential
- Employee Assistance Programme - 24/7 confidential access to expert services including counselling, wellbeing, and independent legal and financial advice
- Cycle 2 Work Scheme
- Season ticket loan
- Preferential access to tickets to England games
Company values
- Run on respect. We ensure our game is based on fairness, respect and decency.
- Embrace enjoyment. We make sure everyone finds fun in the game.
- Build belonging. We actively include so everyone can find a place in the game.
- Progress with purpose. We stay open to change to keep the game moving forward.
Company HQ
St John's Wood, London, NW8 8QN
Leadership
Richard Gould
(CEO)Formerly Chief Executive of Bristol City Football Club for 1.5 years, Surrey County Cricket Club for 10 years and Somerset County Cricket Club for 5.5 years. Before that, they were Commercial Director at Bristol City Football Club.
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