Casual Customer Service Advisor

Global Sports Jobs Limited; Liverpool; On-site; GBP 12,000 - 17,000; Part time

Job summary

Everton Football Club is seeking a casual Fan Services and Customer Support contact to be the first point of contact for supporters and customers. The role includes handling calls, face-to-face interactions, and email enquiries, with peak coverage during Premier League and WSL matchdays and other events.

You will work across various Club sites, providing information, resolving queries, and supporting the Accessibility Team when needed.

Qualifications

• Passion for delivering exceptional customer service.
• Ability to remain calm under pressure.
• Ability to build positive relationships with supporters and resolve complaints.
• Experience dealing with customers face to face and over the telephone.

Responsibilities

• Act as the first point of contact for supporters and customers by phone, email or face-to-face, delivering excellent service while following Club policies.
• Handle inbound sales and process tickets for matchday and non-matchday events and Club products.
• Respond to inbound enquiries and feedback via email promptly.
• Assist the Accessibility Team with ticket sales and matchday enquiries when required.
• Alert management to trends in inbound contact to ensure quick resolution.
• Provide first-class customer service, building rapport with customers and visitors.
• Liaise with internal departments to resolve supporters' queries and provide information on a wide range of topics.

Skills

Exceptional customer service

Calm under pressure

Relationship building

Face-to-face & phone handling

Tools

Microsoft Word

Microsoft Excel

Salesforce

Job description

About the Role

The role supports the Fan Services and Customer Support Team as the first point of contact for supporters and customers contacting the Club. It involves handling inbound calls for ticket sales and Club enquiries, liaising with supporters face-to-face, and responding to enquiries by email. The team provides advice, information and assistance on a wide range of topics and liaises with internal departments to resolve supporters' queries. The position is offered on a casual basis, covering holidays, sickness and peak periods, including Premier League and WSL matchdays and non-match events.

Key Responsibilities

• Act as the first point of contact for supporters and customers contacting the Club by phone, email or face-to-face, delivering excellent customer service whilst adhering to Club policies.
• Handle inbound sales and process tickets for matchday and non-matchday events and other Club products.
• Respond to inbound enquiries and feedback via email quickly and efficiently.
• Assist the department's Accessibility Team with ticket sales and matchday enquiries when required.
• Alert the Fan Services and Customer Support Manager to any trends of inbound contact to ensure these are quickly resolved.
• Provide first-class levels of customer service, building rapport and relationships with customers and visitors, and ensuring all enquiries are dealt with in a friendly and professional manner.
• Liaise with internal departments to resolve supporters' queries.
• Provide advice, information and assistance on a wide range of topics to supporters and customers.

Required Experience & Qualifications

• A real passion for delivering exceptional customer service.
• Computer literate with excellent abilities on Word and Excel.
• Ability to remain calm under pressure.
• Ability to build positive relationships with supporters and resolve complaints.
• Experience of dealing with customers face to face and over the telephone.
• Enhanced or Basic DBS (Disclosure and Barring Service) check, or evidence of subscription to the DBS Update Service.
• Evidence and verification of relevant qualifications, including proof of eligibility to work in the UK.
• Commitment to safeguarding and promoting the welfare of children and young people.

Preferred Skills

• Previous experience of working in a customer-facing or call centre environment.
• Previous use of Salesforce.

Workplace

• Location varies across Club sites, including Royal Liver Building, Hill Dickinson Stadium and Goodison Park.
• Casual basis, covering holidays, sickness and peak times of the season as and when required, including Premier League and WSL matchdays and non-match events.

About the Company

Everton Football Club is one of world sport's most respected and revered names, with a history spanning three centuries and a guiding motto of Nil Satis Nisi Optimum. The Club is a founder member of both the Football League and Premier League, and its Men's Senior Team has won nine league titles, five FA Cups and a European Cup Winners' Cup; it remains committed to developing and supporting teams across its Men's, Women's and Academy set-ups. In summer 2025, the Club moved to Hill Dickinson Stadium, a world-class waterfront arena and the newest, most sustainable and most accessible stadium in the Premier League.