Facility Operations Coordinator - South

Working at the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you. An opportunity has arisen for a Facility Operations Coordinator to join our Rugby Development team on a permanent basis.

Job Title : Facility Operations Coordinator (South)
Department : Clubs & Communities
Reports to : National Facilities Operations Manager
Direct report(s) : None
Salary : c.£32,000 per annum
Job Level : Implement
Location : Homebased
Travel Requirements : Regular travel within region, and occasional travel to Allianz stadium, as required
Employment Type : Permanent
Working Hours : This is a full-time role, covering 35hrs per week on any five out of the seven days of the week (from Monday to Sunday inclusive)

Application Information:

• Please submit an anonymised CV (i.e. remove personal details). You do not need to submit a cover letter.
• Vacancy closing date: 19th August at 12:00 noon

To help us get to know your unique experience and voice, we kindly ask that you complete your application without the use of AI‑generated content. This ensures we can fairly and accurately understand your skills, perspective, and suitability for the role. 

The Role:

The Rugby Football Union (RFU) is the governing body for rugby union at every level in England. Our roles include promoting the game from grassroots to the elite, running the England national teams, ensuring the rules and regulations of the game are upheld and operating Allianz Stadium, as well as 28 ‘Rugby 365’ facilities across the country.

With artificial pitches becoming increasingly popular in rugby union. Their durability allows for continued activity throughout the year, at a consistent standard. They also increase access for players and improve the playing experience within community Rugby. The RFU have developed a national facilities strategy that delivers AGPs to grassroots rugby (known as Rugby 365). We believe delivery of this strategy will have a significant positive uplift on participation.

The major driver for installing artificial pitches is to sustain and grow participation in the game against a backdrop of adverse weather conditions and increasing pressure on natural turf pitches.

The 28 RFU Artificial Grass Pitches (AGPs) currently have over 1.2 million visits per year. The RFU manages these facilities as community hubs of rugby, whilst also giving access to other sports to cover the costs of operating the facilities and support the development of Rugby Union. The facilities are tasked with having a transformational impact on the game and the communities in which they sit.

The role of the Facility Operations Coordinator is to drive the usage by local Rugby Union clubs and generate revenue from other sports and community organisations to support the operating costs of the AGPs within the specified area. This role will involve extensive account management, renewals and new business sales generation for the stated area, ensuring monthly usage and income targets are acheived.

With the facilities hosted at 28 local Rugby clubs, the role will also include supporting the Rugby 365 team in all aspects of administration required to operate the RFU facilities at the host clubs.

Some key responsibilities include:

Sales:

• Responsible for the retention and acquisition of existing and new AGP users.
• Adopting a tenacious and consultative sales approach, proactively selling the Artificial Grass pitches throughout the year.
• To research and identify new market and account opportunities.
• Responsible for consistently exceeding monthly targets as an individual and as part of a team.
• Generating new business, whilst also maintaining existing business and ensuring all fees are collected and debt is managed swiftly using the agreed processes.
• Adhering and achieving and reporting on set KPIs – enquiry capture using agreed sales system, follow up contact times, meetings as required and attend any suitable networking events.
• Managing and reporting personal pipeline to ensure a consistently high conversion rate on closed sales.
• Cover of the wider area of the AGP project as required.
• Liaising with Host Clubs and the facilities Operations Coordinators to ensure all usage is paid correctly and in advance of the booking.

Booking system and Administration: 

All bookings are made via a booking system so working with your counterpart, you will manage the system. This which will include facilitating bookings by the users, receiving emails and logging bookings, dealing with complaints & queries and liaising with host clubs to ensure that the user experience is satisfactory. It will also include the following:

• Maintenance and development of the booking platform, including reporting of any bugs and issues and the evolution of the system.
• Change requests, including small scale project management of the delivery and testing of these changes. 
• Setting up and developing any new additions to the booking system.
• Supporting clubs and internal stakeholders with ad hoc requests of support on their booking needs.
• Ensuring all bookings are paid for in advance and any debt is managed swiftly.
• Supporting any data and insight needs relating to the National Facilities Manager.
• Update key stakeholders on changes to the booking platform after completion of change requests.
• Send marketing and promotional information to our user groups and project stakeholders.
• Financial administration, including raising purchase orders and invoices in relation to all operational payments.
• Manage the payment cycles for our key suppliers, including utility bills and maintenance contracts.
• Lead on all bookings and sales within the Rugby 365 team for the designated area.
• Lead on the growth of Rugby Union bookings on the RFU AGPs in the designated area.
• To generate and grow a sustainable revenue stream from other sports and community activity such as football to support the operating costs of the AGPs.
• To manage revenue and debtors to ensure all fees are paid.
• To manage and achieve sales targets using the agreed sales system ensuring each aspect of the system is achieved or addressed if it is under performing. 
• Actively promote host club facilities and assist community clubs in in increasing usage as required.

Accountabilities:

• Accountable for increasing Rugby 365 online and social media presence reviewing/acting upon any digital insights to increase participation/revenue.
• Accountable for the Rugby 365 booking renewal process and key performance indicators within this area of the business.
• Accountable for generating a strategy/plan for lead generation and managing prospects through the sales systems.
• Work with other RFU staff and stakeholders to identify potential sport, education or community users of AGPs and follow up with any contacts provided.
• Work with the Marketing team to effectively generate leads and raise the profile of RFU facilities.
• Liaise with appropriate contacts in finance team to ensure all revenues are collected in line with RFU financial procedures. 
• Ensure effective financial management using the RFU payment system
• Send marketing and promotional information to our user groups and project stakeholders.
• Actively collaborate with colleagues to contribute to the development and delivery of the current strategic, business and operational plans.
• Act as an ambassador for, and promote the best interests of the RFU, including the promotion of our culture and core values – This Rose Means Everyone: Put The Team First, Shape The Future, Respect Each Other.
• Undertake other duties as may be required from time to time as are consistent with the responsibilities of the post and the needs of the organisation.

Qualifications, Skills & Experience:

The skills and attributes outlined in this description are not exhaustive and we welcome candidates who can bring different relevant experiences to the role.

Essential:

• Track record in sales and consistently exceeding individual targets.
• Expertise in generating and converting new business.
• Effective communication and interpersonal skills with excellent customer service and ability to prospect potential customers.
• Proven team worker, working as part of a collective to achieve an overall target.
• Well organised and thorough, working well under pressure and must be self- motivated.
• Skilled in MS Office (Excel, Word, PowerPoint) and generally computer literate with a willingness to learn new systems.
• Experience of using a sales system and achieving sales targets at each element of the system.
• An enthusiasm for, and interest in, sports delivery and improving customers' experience. 
• Experience of managing customer relations and revenue generation.
• Solution focused, proactive and pragmatic approach to problem solving.
• Self-starter able to adapt to changing project demands.
• Ability to flex approach to recognise the variety of project stakeholders.
• Good project management skills with the ability to manage multiple tasks.
• Proven experience using an online booking system.
• Proven experience in administration or project management.
• Demonstrable experience in a customer facing role.
• Committed to embodying the ethos our culture by using our three core values – Put The Team First, Shape The Future, Respect Each Other – to guide your day-to-day decisions, actions and interactions.
• Committed to actively contributing and building an inclusive culture in your role and day to day behaviours.

Desirable:

• Relevant qualification (ISM or equivalent).
• Practical understanding of the local sporting landscape in England.
• Experience of developing close working relationships with a wide range of people across multi-function teams.
• An understanding of volunteer organisations.
• Preferably will have an enthusiasm and interest in sports delivery.

Additional Information:

• Personal circumstances must allow the candidate to work extended hours on occasion during times of peak activity including evenings and weekends.
• We want you to have every opportunity to demonstrate your skills, ability and potential. If there is anything we could do to support you through your application or to provide the best environment for your interviews, including assistance or adjustment, please reach out to recruitment. 
• During your application, we will ask questions about your identity. This information is considered highly confidential and will not be seen by hiring managers. You can find out more about why we ask these questions here.