Job Description

Gloucester Rugby, formed in 1873, are a Premiership rugby team based at Kingsholm Stadium in the city of Gloucester. At Gloucester Rugby, our supporters are at the heart of Gloucester Rugby. We are looking for a highly motivated Club Memberships Executive who has a proven track record of delivering first-class customer service across multiple channels, including phone calls, email and face-to-face enquiries. Working as part of the team, you will play a key role in ensuring all supporters' requests and enquiries are addressed in an appropriate manner.

The successful candidate will support the operation of the Customer Experience department from memberships, individual match sales, and seasonal products, to any other event taking place at Kingsholm Stadium, using the ticketing system (Ticketmaster Sport XR), Hospitality system (NFS Rendezvous) and service management tool (Zendesk) to manage bookings and requests for supporters, and deal with any queries or concerns.

You will have a proven track record of providing service excellence in a customer-facing role requiring the use of a computer system, as well as excellent communication, administrative and organisational skills.

This is a full-time position, based at Kingsholm Stadium. The role requires the post holder to work on all Men's match days, Women's and other games, with time given back in lieu.

We are looking for someone who can deal with the challenges (and rewards!) of working within a small team in a fast-paced environment and will help to drive sales and revenue for the Club.

Key responsibilities

Be the first point of contact for all Club Members contacting Gloucester Rugby

Manage the credit control for the Club Membership direct debit scheme

One of the first points of contact for Gloucester Rugby Club members who require additional assistance

Handle enquiries received from match ticket purchasers, event guests and others contacting Gloucester Rugby or Kingsholm Stadium

Ensure that the highest standard of service is delivered to our customers at all times; dealing with problems and challenges in a fair and consistent manner

Processing Club Membership and ticket sales through our ticketing software and using the ticket system and CRM system to investigate customer queries

Preparing for, setting up and dealing with matchday ticket sales, ticket collections and queries

Achieve and surpass the required service targets, escalating any concerns as necessary

Comprehensive understanding of all systems and procedures used within the department, and ensure these are updated as required

Identify opportunities to increase Club Memberships sales

Dealing with projects as and when required

May occasionally be required to work at other sites within the Company.

We are looking for...

Essential

Excellent organisational and IT skills including knowledge of Excel, Word and PowerPoint

Experience in credit control and direct debit management

Positive attitude and good communication skills

Commitment to delivering high standards

Confident and tenacious personality, with a strong attention to detail

Ability to work as part of a team and to work independently

An engaging personality with the ability to connect and empathise with people from all backgrounds. A creative and resourceful problem solver with lots of initiative. Ability to work weekends and evenings on match days.

Desirable

2+ years Customer Service experience

Experience using Ticketmaster sport XR ticket platform

Job Types: Full-time, Permanent

Pay: 23,809.50 per year

Benefits:

Company pension Cycle to work scheme Discounted or free food Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Gym membership Life insurance On-site parking Sick pay
Work Location: In person

Application deadline: 08/08/2025
Reference ID: CME1