Customer Services Advisor


Contract Type: Full Time, Permanent (37.5 hours per week)

Salary: Up to £22,000 per annum, depending on experience


  • Contributory Pension Plan
  • Major Event Bonus schemes
  • Life Insurance
  • Employee Assistance Programme
  • Discounted Gym Memberships
  • Hybrid working (2-3 days a week in the office)
  • Membership to our Retail and leisure discounts platform with Sodexo Engage
  • Regular Social Events
  • Free Parking

Department: Operations & Customer Experience – Customer Services

Responsible to: Senior Customer Services Manager

Location: UK Head Office (Gloucester) with the option of hybrid working (2-3 days in
the office with the rest worked remotely)

Job Description

Are you a natural people-person who loves nothing better than making someone’s day with exceptional customer service and communication?

Working in partnership with England Rugby, The British & Irish Lions, Team GB and the Australian Open Tennis Championship, we create fan-led travel programmes and experiences to the biggest events in the world.

Our most important people are our clients and to give them the best experience possible we are in search of an energised customer services advisor who will help lead on our exceptional client communications service.  

As the liaison between both clients and our internal procurement and delivery teams, you will keep clients informed and their bookings updated.

You will work closely with both the Senior Customer Service Manager and other members of the team to provide clear, concise, and timely responses to customer enquiries and requests, with the aim of providing an amazing holiday experience for the most important people we work with – our customers!

What we are looking for:

  • A flexible, operationally minded person who is highly organised with an interest in delivering exceptional customer service
  • A love for building effective relationships with the customer, our internal teams, and stakeholders of the business to help you achieve your aims and objectives
  • A desire to go the extra mile, to ensure the best possible outcome for our customers
  • An individual who thrives in high pressure situations and can use their own initiative to problem solve
  • A flexible approach to work and happy to work weekends and evenings and able to commit to being away for up to 3 weeks at a time, where required   
  • A great collaborator, happy to ‘help out’ in other areas that will only grow your experience and opportunities
  • Experience in the customer service industry and office admin working would be great as would a good knowledge of Microsoft Word and Outlook and previous experience of using a CRM system

What you will be getting involved in:

  • Function as the first point of contact for clients, stakeholders, and partners post sale
  • Open and maintain customer accounts by recording account information in our Customer Relationship Management system (CRM) and keeping our booking system updated
  • Involved with the allocation and distribution of client documentation within agreed timescales
  • Final checks of all client documentation, mediating between internal departments and external clients to ensure that all information provided is correct
  • Handle customer feedback, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
  • Manage customer enquiries via telephone, email, mail, or social media
  • Maintain customer accounts by processing adjustments
  • Handle changes in bookings by consulting with internal procurement teams and the customer
  • Identify and assess customer’s needs to achieve satisfaction
  • Any other duties required
  • Working on event both in the UK and abroad as required


To apply for this exciting position please send your CV and current salary, coupled with an email summarising what makes you the right person for the role to

Send A Message

Complete all your details below and one of our team will be in touch.

Team GB

British & Irish Lions

England Rugby


Cookies Consent

Our site uses cookies to manage traffic, personalised ads and features. By clicking accept, closing this message or using our site, you consent to our use of cookies. For more information and settings please see our cookie policy