Careers

About Us

The England and Wales Cricket Board is the national governing body for all cricket in England and Wales, supporting the game at every level – from grassroots to professional.

We believe cricket is a force for good that can have an enduring impact on everyone’s lives and we have an ambitious strategy to inspire a generation to say ‘cricket is a game for me’. It provides great entertainment. It teaches important skills, both physical and social.  It can help inclusion and social cohesion, bringing communities together.

The ECB welcomes applications from all backgrounds to ensure we deliver our Inspiring Generations strategy and fulfil our purpose to connect communities and improve lives through cricket.

About The Role

Purpose 

To deliver high quality, responsive support to customers across the cricket network, helping them to play, follow and volunteer within the game. This role operates in a fast paced environment, handling a high volume of calls, emails and online chats, while providing clear, accurate and friendly support. The role works to clearly defined KPIs for quality and productivity, ensuring a consistent and positive customer experience at all times.

YOU’LL BE DOING

• Managing customer contacts across multiple channels, ensuring all enquiries are accurately logged, acknowledged and resolved in line with agreed service standards and SLAs.
• Providing first?line support by troubleshooting issues and helping customers confidently use ECB systems, escalating more complex technical issues to second line support where required.
• Building strong, collaborative relationships with internal stakeholders to support effective issue resolution and continuous service improvement.
• Analysing customer and operational data, producing reports and insights that help drive improvements to customer satisfaction and internal efficiency.
• Feeding back customer insights, system issues and improvement ideas to your line manager, supporting enhancements to functionality and processes, and contributing to the testing of new system features.
• Developing strong knowledge of customer facing systems and processes, becoming a subject matter expert within the customer support team.
• Creating and delivering updates, guidance and training to colleagues and the wider cricket network, through both online and face-to-face sessions.
• Documenting internal procedures and maintaining clear, user?friendly training materials and knowledge articles for customers via the Knowledge Centre.
• Providing flexible, cross functional support across the wider customer support team to help manage seasonal demand and peak periods.
• Please note: this role is office?based and requires a minimum of three days per week working from the office.

Further Information

Please note that this role is office based and requires you to be in the office a minimum of three days per week.

Apply for role

Closing date: 3rd May 2026