Role Profile
Job Title:
Reports To:
Administrator
Deputy Chief Executive
Jobs Reporting into the Job
Holder:
N/A
1. Job Purpose
.
To provide excellence in customer support and to carry out general administration duties
2. Principal Accountabilities/Responsibilities
 To take responsibility for being the first point of contact for all callers to the Customer Service Centre and ensuring that a high quality of service is
delivered at all times.
 To ensure that all calls to the Customer Service Centre are dealt with promptly, in line with agreed standards and targets. To have full knowledge of the
IT infrastructure to support the customer experience including Whole Game System, SMARTPAY, and Freshdesk
 To establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the
Customer Service Centre’s performance standards and the business objectives.
 To support administration business functions across the business
 Work flexibly across the CFA to support all business functions as and when required by the Deputy Chief Executive
3. Knowledge/Experience/Technical Skills/Behaviours
Essential:




Desirable:-
Proven track record of providing high levels of customer service.
Significant experience of using Microsoft Office including Word, Excel,
PowerPoint and Outlook in a previous role.
Demonstrates a working understanding of inclusion, equality and anti
– discrimination ,safeguarding and best practice
Experience of working with IT software to support the delivery of
customer service.
Willingness to work unsocial hours, including evenings and weekends
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

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Knowledge of The FA National Game Strategy
Administration / Customer service qualification
Driving licence
b) Behaviours – as defined in County Football Association Competency Model
 Problem Solving
 Teamwork
 Communicating
 Delivery
 Customer Excellence
 Developing Self and Others
 Leadership
Completed by Name/Role
Signature
Date
This job description is only a summary of the role as it currently exists and is not meant to be exhaustive. The responsibilities/accountabilities and
skills/knowledge/experience/behaviours might differ from those outlined and other duties, as assigned, might be part of the job.
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