Overview
Department: Customer Services
Reports To: Client Relationships Manager
Job Type: Full-time, Part-Time, Permanent (we are accepting applications on a part-time or full-time basis – but no less than 22 hours per week)
Salary: £24,570 FTE
Location: In-person, Head Office, Cardiff
Job Description
This is a rare opportunity to gain invaluable customer support experience at a growing and forward-thinking company, who reward hard work and commitment with an engaging and flexible working environment.
Run 4 Wales (R4W) is a not-for-profit social enterprise and charitable trust set-up to promote, manage and deliver major sporting events and a part of the London Marathon Group. Our portfolio includes the Cardiff Half Marathon, Newport Marathon Festival and R4W 10K Series.
The Customer Support Assistant role is a predominantly customer facing role. You will be the first point of contact for our participants and responsible for providing top-notch support, addressing enquiries, assisting with the registration processes and ensuring a smooth experience throughout the event journey.
You will work closely with the Client Relationship Manager, our event management team, marketing team, and other departments to help our events run smoothly. The role also provides general support to the team in the lead-up to the successful delivery of events in the R4W portfolio.
This role is being advertised as a part or full time opportunity, as our priority is getting the right person (but no less than 22 hours per week). Our regular office hours are 09:00am – 5:00pm, Monday to Friday.
Candidates must be available to work on each of the advertised event weekends in 2025 (and the week prior):
- ABP Newport Marathon Festival – Sunday 13 April
- Barry Island 10K – Sunday 15 June
- Porthcawl 10K – Sunday 6 July
- Rabbit Run Wales – Saturday 19 July
- Brecon Carreg Cardiff 10K – Sunday 7 September
- Cardiff Half Marathon – Saturday 4 and Sunday 5 October
Our Values
We have grown into one of the UK’s best known mass participation event organisers, driven by a desire to deliver world class events with a positive social agenda. Our events provide a platform to champion mental health, women’s running, community regeneration, diversity, volunteering, fundraising and environmental sustainability, with our surpluses invested back into grassroots sport, community projects and activities to inspire a future generation of active adults by encouraging children and young people into sport.
Our values – spirited, together, driven and noble – are the building blocks behind all that we do and form our approach to events and how we interact as a team. We are a friendly and welcoming group of people who work together in achieving our ambitious goals and we’re looking for someone who embodies these values to join us.
Key Responsibilities
Customer Service
- Working within the customer support team in providing email, telephone and other office function support to ensure the best possible levels of seamless service and quality to our customers.
- Assist participants with event registration, troubleshooting, and general event-related questions.
- Being a point of contact for all to ensure all event information is received by set deadlines.
- Provide information about event schedules, locations, rules, and other related details.
- Resolve any issues or concerns related to race entries, bibs, race packs, or event day logistics.
- Help maintain and update the customer database (pre and post-race) with accurate event participant information.
- Exceptional delivery of customer service skills during event weekend and adapting to a range of queries from runners and spectators on race day.
- Provide feedback and recommendations to improve and enhance the customer support role and experience.
General
- Supporting the operations, marketing and communication departments before, during and after the event.
- Providing support at events in the lead up, such as media days, training run days, etc.
- Acting within R4W’s policies including but not limited to Health & Safety and Equal Opportunities and always Representing Run 4 Wales appropriately.
- Ad hoc duties such as assisting with packing for events.
Person Specification
Knowledge & Qualifications
- Full driving licence to assist with deliveries and warehouse/office functions (Essential).
- English and maths at GCSE level or equivalent experiential learning (Desirable)
- Demonstrable knowledge of event delivery and project management practices (Desirable)
- First aid training (Desirable)
Experience (Essential)
- Strong verbal and written communication skills, with the ability to articulate information clearly and effectively to customers.
- Experience in maintaining accurate records, updating customer information, or ensuring that all details are correct and up to date.
Experience (Desirable)
- Ability to calmly and professionally handle disputes, complaints, or issues related to race-day concerns. e.g., race delays, weather cancellations, registration mistakes.
- Experience in customer-facing roles within the sports, events, or fitness industries, ideally in running or outdoor events.
- Ability to manage multiple inquiries across various channels (email, phone, social media, etc.), especially during event seasons or last-minute race-related changes.
- Ability to swiftly adapt to changes in event schedules and circumstance.
- Sufficient experience in event delivery or project management.
- Experience in event health and safety practices.
Skills (Essential)
- An ability to remain calm and positive under pressure, and to adapt to changing situations.
- Excellent communication and interpersonal skills: listening, written and verbal
- Full driving licence to assist with deliveries and warehouse/office functions.
- Excellent time management, organisational and administrative skills
- Strong attention to detail and accuracy
- Ability to multi-task and work flexibly across different project areas
- Excellent IT skills on a range of software, such as MS Excel and MS Office.
Skills (Desirable)
- Competent in digital marketing software, such as Canva.
- Understanding of project management software, such as Monday.com.
- Ability to speak, read or write in different languages.
- Ability to speak or learn Welsh.
Benefits
As well as a rewarding work experience, we offer a range of benefits. These are just a few:
- Private health insurance
- A fun, welcoming and positive workplace culture
- Time off in lieu given for any weekends work
- Flexible working arrangements
- Company events
- Company pension
- Free parking
How To Apply
We are looking forward to hearing from you, so please complete the short application form and attach your up-to-date CV. In your application, please let us know why you believe you are suitable for the role, evidencing against the job description and skills and experience required for this role.
Deadline: For your application to be fully considered please ensure your application reaches Run 4 Wales by the deadline of 28th February 2025.
We will continually review applications as they are submitted and reserve the right to invite candidates to interview or fill the position before the deadline date.
Interviews will take place continuously in our office at Run 4 Wales, Capital Retail Park, Pod 1, Leckwith Rd, Cardiff, CF11 8EG. Due to the volume of applications, it may not be possible to acknowledge all applications or provide feedback to candidates who are not selected for interview.
Run 4 Wales is an equal opportunities employer and is committed to delivering on our equality policies. We welcome applicants from all sections of the community, particularly under-represented groups. If you require assistance with your application, please contact us via email at jobs@run4wales.org, or write to us.
Application Questions
- Please outline how your knowledge, skills and experience meets the criteria of this vacancy?
- Please let us know what motivated you to apply for this position?
- Have you ever been convicted of a criminal offense? If yes, please provide details, including the nature of the offense, the date of conviction, and any rehabilitation or steps you have taken since.
License/Certification/Work Authorisation
- UK Drivers Licence (required)
- United Kingdom work authorisation (required)
Application Deadline: 28/02/2025