Customer Support Specialist

CUSTOMER SUPPORT SPECIALIST

Responsible to Customer Support Manager

Location National Tennis Centre, 100 Priory Lane, Roehampton, London SW15 5JQ

Working pattern Part time, 2.5 days a week (17.5 hours)

Salary Up to £24,000 per annum pro rata

About the role

The LTA’s vision is “Tennis Opened Up” and its mission is to make tennis Relevant, Accessible, Welcoming and Enjoyable for all.

The LTA Customer Support team is an integral part of our business, playing a crucial role in supporting a wide range of tennis customers and colleagues by delivering high quality customer centric support.

As a team Specialist you will support and deliver new ways of working to achieve significant change through efficient and effective customer support solutions both internally and externally.

Working in partnership across the business and particularly with the rest of the Participation Directorate, the LTA Customer Support Team is responsible for finding fast, effective, and helpful solutions whilst providing a fantastic customer experience that represents our Values.

Key Accountabilities

Quality and Continuous Improvement

• Support working with the rest of the business to ensure that we provide a high-quality customer experience through enabling comprehensive self-service for the customer wherever possible, and rapid resolution of issues where it is not.
• Using Salesforce and other tools to work seamlessly across the Participation Directorate and the wider business to help make systems as efficient as possible. Always seeking to improve the way in which we do things, including coaching team members as required in key areas.
• Play an active role in improving the collation and understanding of management information and data in relation to team performance against customer focused objectives and KPIs, using that information to improve personal and team performance.

Service Delivery

• Be a champion within the team for ensuring we collectively work in a customer-centric way to achieve individual and collective team service levels and key performance indicators.
• Provide a great customer experience and be an ambassador of our LTA brand, vision, and mission to others, helping us to achieve Tennis Opened Up by positively promoting our service in a truly inclusive and diverse way.
• Work with the Customer Support Manager as required, to provide effective support to teams across the LTA in building and delivering new customer-centric business processes which enable a significant reduction in direct customer contact time and deliver against their Dashboard objectives.

Personal Responsibility and Development

• Develop and maintain a deep understanding of our LTA programmes and initiatives in order to effectively troubleshoot and problem solve issues affecting customer experience.
• Build and maintain a solid understanding of internal systems and processes to enable effective handling of customer issues, while identifying any areas where more efficient options may exist for resolving them.
• Have a broad understanding of the LTA website, our digital resources and where information can be found to support customer queries and enable them to resolve issues directly wherever possible
• Lead yourself and other team members as required in both personal career development and enhancing the skills required to be effective in the role

Job Types: Part-time, Permanent
Part-time hours: 17.5 per week

Salary: Up to £24,000.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free parking
• Gym membership
• Life insurance
• On-site parking
• Private medical insurance
• Referral programme
• Sick pay

Schedule:

• Monday to Friday

Work Location: Hybrid remote in London