Customer Care Assistant

Tottenham Hotspur Football Club; London; On-site; GBP 22,000 - 30,000; Full time

Job summary

Join a dynamic and customer-focused team at a renowned football club, where you will play a vital role in enhancing the supporter experience. As a Customer Care Assistant, you will engage with fans, address inquiries, and ensure satisfaction across various services. This position offers a unique opportunity to contribute to a prestigious organization that values innovation and excellence. If you are passionate about customer service and eager to make a difference on matchdays and beyond, this role is perfect for you!

Qualifications

• Experience in customer service, ideally in a contact center.
• Strong understanding of supporter journey and customer care impact.

Responsibilities

• Manage customer interactions and ensure exceptional experiences.
• Handle inquiries related to tickets, shop questions, and feedback.

Skills

Customer Service

Communication Skills

Problem-Solving

IT Literacy

Empathy

Job description

Who We Are

Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the Premier League and Women’s Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that’s always dared to push boundaries, breaking new ground and rewriting history.

We offer world-class facilities: In 2019, we opened our state-of-the-art Stadium, a £1 billion landmark that’s the beating heart of North Tottenham’s transformation. More than just a football ground, it’s an engine of change — creating 4,000 jobs and injecting £300 million into the local economy every year.

We’re at our brightest when we’re all together. Our Club, our teams, our community.

There is only one Hotspur. Tottenham Hotspur.

The Role

The Customer Care team manage all customer interactions across the Club’s varied business areas, including third party events, and ensuring a first-class experience that reflects the innovation and excellence of it’s groundbreaking stadium.

The Club is committed to providing exceptional experiences for our customers, whether they are purchasing football and event tickets, shopping in the Spurs Shop, or visiting our attractions. Our Customer Care Team ensures customer satisfaction by handling various inquiries, including ticket queries for events and attractions, shop questions and refunds, supporter and guest feedback, and accessibility information.

Job Purpose

We are recruiting a Customer Care Assistant to join our fast-paced, customer-focused team, reporting to the Customer Care Supervisor. The successful candidate will have experience delivering excellent customer service, ideally within a contact center environment, and will demonstrate a strong understanding of the supporter journey and the impact of customer care on matchday experience and long-term affinity with the Club. A high work ethic, enthusiasm, and a commitment to achieving service targets are essential, as is the flexibility to work shifts including early starts, late finishes, weekends, bank holidays, and matchdays.

About You

Person Specification

• Excellent communication and interpersonal skills
• Committed, hardworking, with a flexible attitude
• Empathetic, values & respects others, builds relationships, collaborates
• Able to work under pressure whilst maintaining standards and a positive attitude
• Gets things done, delivers to high standards, takes responsibility
• High attention to detail
• Highly organised, methodical, proactive and self-sufficient
• Committed to Equality & Diversity

Skills & Experience

• Experience working within a customer service team (call centre or within a retail environment) with experience of deescalating complaints
• Exceptional written and verbal communication skills, tailoring own style according to audience.
• Excellent proven face-to-face customer service experience.
• Has innovated and delivered initiatives to improve the customer service experience
• The ability to compose unique correspondence in a pressured environment
• Excellent general IT literacy

The Tottenham Hotspur Way

Is to push harder, rise higher and forge greater. We involve, inspire and elevate one another to be our best selves, to produce exceptional on and off the pitch. Every day brings us opportunities to improve and make the impossible, possible.

Our values that bind us

DREAM THE IMPOSSIBLE – Impossible made possible when we think outside the box

DARE TO CHANGE THE GAME – Relentlessly strive for glory and leave our mark on the world

DO IT OUR WAY – Win the right way, never at all costs.

Our Responsibility to you

Safeguarding is fundamental to the success in all that we do. Successful candidates are to be reminded they would be subject to various background, DBS, and reference checks for this role.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.