The Football Association have an exciting opportunity for a Customer Engagement Officer. The post-holder will deliver world class day-to day Customer Engagement service requirements for The FA and Wembley Stadium, to the highest of standards, deliver the best user experience across all relevant communication channels and to work proactively with all relevant stakeholders.
On event days, proactively support the Wembley Crowd Safety Team for stadium wide compliance, support the Ticketing Operations team with ticketing for guests with access requirements and assist the event day Customer Engagement Team with guest enquiry resolutions.
Please note that this role is based at Wembley Stadium with a requirement to be in the office three days a week, and more if operational needs require this. Flexibility with hours may be required during busy periods and on and around event days, so please do bear this in mind when considering whether to apply.
What will you be doing?
To be the first point of contact for day-to-day queries for all events
Provide guidance to guest enquiries, triage complaints and to bring them to a successful resolution
Provide a dedicated service to guests with access requirements for all applicable events, including assisting with queries and staffing the disabled access ticketing and helpline
To work with the Customer Engagement Manager & Accessibility Lead and wider team to plan, execute and deliver the event day customer engagement strategy, including responsibility for HR and Payroll processes as needed
Provide pro-active customer support via digital communication channels (Freshdesk, social channels and FA Group websites) ensuring all online knowledge databases are fully up to date
Deliver customer contact functionality across Freshdesk and Disabled Access ticketing and help line
Provide MD-1 and MD support in the delivery of Wembley Stadium events and all England Senior Men's and Woman's Matches, including on-the-road events
Support the delivery of fan engagement activities for England matches
Support the continued evolution of The FA's Customer Engagement and Membership programmes to become a primarily digital service
Provide out of hours support where required
Assist the event day Customer Engagement Team to ensure a seamless delivery of event day customer solutions
Be responsible for the achievement of high performance targets at an individual, team and department level.
Executes additional tasks as required in order to meet FA Group changing priorities.
Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.
As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.
What are we looking for?
Essential for the role:
Previous experience in a customer facing role.
A keen interest in live events alongside knowledge and understanding of the industry at all levels.
Website content management and social media tools experience.
Significant administration experience.
Flexible approach to working hours.
Proficient skills in Microsoft Office.
Beneficial to have:
Contact centre experience would be desirable but not essential.
online community management.
using social media for business purposes.
working in a constantly changing environment and having to adapt appropriately.
working with an ADR service, such as STAR or the IFO
Knowledge of IVR systems.
Please include a cover letter with your application, detailing how you meet the requirements for the role.
What's in it for you?
We are committed to ensuring everyone can flourish in their roles, to achieve this we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire which is an exceptional setting to develop and inspire high-performing England teams and leaders.
We pride ourselves in offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:
Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season encouraging you to connect and learn with your colleagues and look after your mental health and wellbeing.
Free, nutritious lunches, at Wembley Stadium and St. George's Park.
Free private medical cover.
A contributory pension scheme.
An additional Thank You days leave, volunteering days as well as 25 days annual leave.
A hybrid working model offering flexibility on where you work.