Job Description

Deliver a first class proactive customer service on behalf of the WRU Group and act as the first point of contact for all stakeholders engaging with the WRU Group in relation to ticket sales and delivery. Providing supplementary service delivery for debenture enquiries, official members, stadium tours and all other customer and supporter enquiries including third party events.

Closing Date:

7th September 2025.

Salary:

23,920 pro rata, per annum.

Location:

WRU Ticket Office, Principality Stadium, Cardiff and/or working from home when possible.

Hours:

Up to 35 hours per week. Occasional evening work and weekend work may be required - specifically to include event days.

Contract:

Permanent

The Person

Experience of working in a customer focussed retail environment ideally within ticketing Proven experience of working within a first class customer service function in a retail/ business environment Experience of using systems, Ticketmaster Sport XR and Salesforce is desirable Working knowledge of on-line ticketing/ customer relationship management systems advantageous Experience of dealing with the public via email, in person and by phone Strong interpersonal skills and relationship management

The Role

Key Responsibilities, Tasks and Activities

:

Handle all inbound customer contact to the WRU Group in relation to ticketing and general enquires. Providing customer service to debenture, membership and tours customers in addition to other products/services as required Act as the first point of contact for all inbound ticket sales on behalf of the WRU Group / Principality Stadium Ensure all ticketing requirements are met for key stakeholders including the sale and fulfilment of tickets via direct channels in conjunction with Ticketing Operations team Support the Ticket Operations team; process club, debenture and public sales orders Provide customer services support to deal with sales, general queries and compliant resolution in relation to multiple products and services Maintain appropriate databases and utilise data held to maximise outbound sales calls Carry out any appropriate additional tasks or duties as requested by line management Carry out duties to help support the WRU Group in line with the Company's core values

Experience

Experience of working in a customer focussed retail environment ideally within ticketing Proven experience of working within a first class customer service function in a retail/ business environment Experience of using systems, Ticketmaster Sport XR and Salesforce is desirable Working knowledge of on-line ticketing/ customer relationship management systems advantageous Experience of dealing with the public via email, in person and by phone Strong interpersonal skills and relationship management

Skills & Qualifications

Excellent telephone manner Excellent IT Skills, specifically Microsoft packages and Salesforce Excellent written and verbal communication skills are essential

Key Relationships

WRU Clubs WRU Debenture holders Ticketing department Welsh Rugby supporters and Principality Stadium customers Premium members Official members Debenture & Commercial Ticketing Manager Finance department

Continued Professional Development

The WRU are committed to providing CPD for the successful candidate. We expect the successful candidate to undertake available training courses and research to enhance personal knowledge, skills and experience.

WRU Requirements

The WRU require that individuals are proficient in IT skills, specifically Microsoft packages. Excellent written and verbal communications are essential, along with the ability to build strong relationships with internal and external stakeholders.


Ability to communicate through the medium of Welsh and a Valid UK Driver's License is desirable.

The Perks

As a permanent member of the WRU Group, you will have access to our full range of employee benefits, including:



Salary Sacrifice Pension (5% employee contribution, matched by WRU) Life assurance scheme WRU Group Ticket Allocation Employee assistance programme Team Tactics - hybrid working arrangements Free stadium parking and gym WRU Group store and tour discounts WRU Group partnership offers Eye Care Voucher Scheme Cycle to Work Scheme

Our Values

The WRU Group are committed to developing a culture whereby all employees are equally valued and respected. Our aims, together with our vision and mission, are underpinned by our core values and beliefs which embrace: Integrity, Excellence, Success, Courage, Family & Humour.

Inclusion At The WRU

The WRU Group are committed to building diverse, high-performing and engaged teams across Welsh Rugby. We are ambitious about providing a people first culture where everyone can belong, be heard and respected. We are happy to talk to you about our Crys I Bawb EDI Strategy (2024-2029) and you can also read more about our commitment in our Equality, Diversity and Inclusion Policy.

Diversity monitoring

We know that we deliver better services when our workforce reflects the full range of backgrounds and experiences in the society we serve.


To continue to do this we need your help in filling out a short monitoring form.


None of the information you provide will be visible as part of your application. It will only be used anonymously to monitor the inclusivity of our selection processes.


You can select 'prefer not to say' if you would rather not answer any question.

Swyddog Gwasanaethau Cefnogwyr

Darparu gwasanaeth cwsmeriaid rhagweithiol o'r radd flaenaf ar ran Gr?p URC a gweithredu fel pwynt cyswllt cyntaf yr holl rhanddeiliaid sy'n ymgysylltu a Gr?p URC mewn perthynas a gwerthu a chyflwyno tocynnau. Darparu gwasanaeth atodol ar gyfer ymholiadau am ddyledebau, aelodau swyddogol, teithiau stadiwm a phob ymholiad arall gan gwsmeriaid a chefnogwyr gan gynnwys digwyddiadau trydydd parti.

Dyddiad Cau: 7

fed Medi 2025.

Cyflog:

23,920 pro-rata.

Lleoliad:

Swyddfa Docynnau URC, Stadiwm Principality, Caerdydd a/neu weithio gartref lle bo modd

Oriau gwaith

:

Hyd at 35 awr yr wythnos. Mae'n bosib y bydd gwaith gyda'r hwyr ac ar benwythnosau yn ofynnol o bryd i'w gilydd - yn benodol ar ddiwrnodau digwyddiadau.

Statws Cytundebol

: Parhaol.

Y PERSON

Profiad o weithio mewn amgylchedd manwerthu sy'n canolbwyntio ar y cwsmer, yn ddelfrydol ym maes tocynnau Profiad profedig o weithio o fewn swyddogaeth gwasanaeth cwsmeriaid o'r radd flaenaf mewn amgylchedd manwerthu/busnes Mae profiad o ddefnyddio systemau Ticketmaster Sport XR a Salesforce yn fanteisiol Mae gwybodaeth ymarferol am systemau tocynnau ar-lein/rheoli perthnasoedd cwsmeriaid yn fanteisiol Profiad o ymdrin a'r cyhoedd drwy e-bost, yn bersonol a dros y ffon Sgiliau rhyngbersonol a rheoli perthnasau cryf

Y ROL

Cyfrifoldebau, Tasgau a Gweithgareddau Allweddol

Ymdrin a holl gyswllt cwsmeriaid tuag at i mewn i Gr?p URC mewn perthynas ag ymholiadau tocynnau a chyffredinol. Darparu gwasanaeth cwsmeriaid i gwsmeriaid dyledebau, aelodaeth a theithiau yn ogystal a chynhyrchion/gwasanaethau eraill yn ol yr angen Gweithredu fel y pwynt cyswllt cyntaf ar gyfer yr holl werthiannau tocynnau i mewn ar ran Gr?p URC / Stadiwm Principality. Sicrhau bod yr holl ofynion tocynnau yn cael eu bodloni ar gyfer rhanddeiliaid allweddol gan gynnwys gwerthu a chyflawni tocynnau trwy sianeli uniongyrchol ar y cyd a'r tim Gweithrediadau Tocynnau Cefnogi'r tim Gweithrediadau Tocynnau; prosesu archebion clybiau, dyledebau a gwerthiannau cyhoeddus Darparu cymorth gwasanaethau cwsmeriaid i ymdrin a gwerthiannau, ymholiadau cyffredinol, a datrys cwynion mewn perthynas a sawl cynnyrch a gwasanaeth Cynnal cronfeydd data priodol a defnyddio data a ddelir i wneud y gorau o alwadau gwerthu tuag at allan Cyflawni unrhyw dasgau neu ddyletswyddau ychwanegol priodol yn unol a chais y rheolwyr llinell Cyflawni dyletswyddau i helpu i gefnogi Gr?p URC yn unol a gwerthoedd craidd y Cwmni

Sgiliau a Chymwysterau

Dull ffon rhagorol Sgiliau TG rhagorol, yn enwedig pecynnau Microsoft a Salesforce Mae sgiliau cyfathrebu ysgrifenedig a llafar rhagorol yn hanfodol

Perthnasau Allweddol

Clybiau URC Dyledebwyr URC Yr adran docynnau Cefnogwyr Rygbi Cymru a chwsmeriaid Stadiwm Principality Aelodau premiwm Aelodau swyddogol Rheolwr Dyledebau a Thocynnau Masnachol Yr adran gyllid

Datblygiad Proffesiynol Parhaus

Mae URC wedi ymrwymo i ddarparu DPP ar gyfer yr ymgeisydd llwyddiannus. Disgwyliwn i'r ymgeisydd llwyddiannus ymgymryd a chyrsiau hyfforddi ac ymchwil sydd ar gael i wella gwybodaeth, sgiliau a phrofiad personol

GOFYNION URC

Mae URC yn mynnu bod gan unigolion sgiliau TG, yn benodol pecynnau Microsoft. Mae sgiliau cyfathrebu ysgrifenedig a llafar rhagorol yn hanfodol, ynghyd a'r gallu i feithrin perthnasoedd cryf gyda rhanddeiliaid mewnol ac allanol.


Mae'r gallu i gyfathrebu trwy gyfrwng y Gymraeg a Thrwydded Yrru Ddilys y DU yn ddymunol.

Y MANTEISION

Fel aelod parhaol o Gr?p URC, bydd gennych fynediad at ein hystod lawn o fuddion cyflogeion, gan gynnwys:

Pensiwn Aberth Cyflog (cyfraniad cyflogai o 5%,cyfraniad cyfatebol gan URC) Cynllun yswiriant bywyd Dyraniad Tocyn Gr?p URC Rhaglen cymorth i weithwyr Tactegau Tim - trefniadau gweithio hybrid Parcio stadiwm a champfa am Gostyngiadau siop a theithiau Gr?p URC Cynigion partneriaeth Gr?p URC Cynllun Talebau Gofal Llygaid Cynllun Beicio i'r Gwaith Gostyngiadau Gwestai'r Celtic Collection

Ein Gwerthoedd

Mae Gr?p URC wedi ymrwymo i ddatblygu diwylliant lle mae pob gweithiwr yn cael ei werthfawrogi a'i barchu'n gyfartal. Mae ein nodau, ynghyd a'n gweledigaeth a'n cenhadaeth, wedi'u tanategu gan ein gwerthoedd a'n credoau craidd sy'n croesawu: Uniondeb, Rhagoriaeth, Llwyddiant, Dewrder, Teulu a Hiwmor.

Cynhwysiant yn URC

Mae Gr?p URC wedi ymrwymo i ddarparu Jyrsi i Bawb. Mae hyn yn cynnwys y bobl sy'n gweithio i ni a gyda ni. Rydym yn uchelgeisiol yngl?n a darparu diwylliant sy'n rhoi pobl yn gyntaf, lle gall pawb fod yn perthyn a chael eu clywed a'u parchu. Rydym yn hapus i siarad a chi am ein Cynllun Cydraddoldeb, Amrywiaeth a Chynhwysiant (2023-2028) a gallwch hefyd ddarllen rhagor am ein hymrwymiad yn ein Polisi Cydraddoldeb, Amrywiaeth a Chynhwysiant.

Monitro amrywiaeth

Gwyddom ein bod yn darparu gwasanaethau gwell pan fo ein gweithlu'n adlewyrchu'r ystod lawn o gefndiroedd a phrofiadau yn y gymdeithas a wasanaethwn. Er mwyn parhau i wneud hyn mae angen eich help arnom i lenwi ffurflen fonitro fer. Ni fydd unrhyw wybodaeth y byddwch yn ei rhannu yn weladwy fel rhan o'ch cais. Dim ond i fonitro cynwysoldeb ein prosesau dethol yn ddienw y caiff ei defnyddio. Gallwch ddewis 'gwell gennyf beidio a dweud' os byddai'n well gennych beidio ag ateb unrhyw gwestiwn.