Customer Care Assistant - 6 Month Fixed Term Contract

Tottenham Hotspur Football Club; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading football club in London is looking for a Customer Care Assistant to join their passionate team. This role involves delivering exceptional service to fans, requiring strong communication and customer service skills. The ideal candidate will thrive in a busy environment and have experience in a customer-facing role. This opportunity offers a fixed-term contract with potential for permanence.

Qualifications

• Proven customer service skills in a contact center or similar environment.
• Ability to adapt communication style for different audiences.
• Experience in delivering face-to-face customer service.

Responsibilities

• Deliver outstanding experiences to supporters.
• Work flexibly including weekends and matchdays.
• Maintain high standards under pressure.

Skills

Excellent communication skills

Customer service experience

Ability to de-escalate complaints

Strong IT literacy

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

We are excited to be recruiting a Customer Care Assistant to join our fast-paced, passionate, and supporter-focused team. This is a minimum 6-month fixed-term opportunity with the potential to become permanent, making it a fantastic chance to begin or grow your career within Tottenham Hotspur Football Club.

Reporting to the Customer Care Supervisor, the successful candidate will play a vital role in delivering outstanding experience to our supporters. The ideal candidate will bring proven customer service skills (ideally in a contact center or similar environment), a strong understanding of the fan journey, and a passion for how excellent customer care shapes the event day experience and long-term affinity with the Club.

We’re looking for someone with energy, enthusiasm, and a commitment to achieving service targets — as well as the flexibility to work across a variety of shifts including weekends, bank holidays, and of course, matchdays.

About You

• You will be an excellent communicator with great 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
• You will get things done and deliver to high standards, taking responsibility for your own work
• You will have very high attention to detail
• Highly organised, methodical, proactive and self-sufficient
• Committed to Equality & Diversity

What you will bring

• Experience in a customer service team (contact centre or retail), with the ability to de-escalate complaints effectively.
• Outstanding written and verbal communication, with the ability to adapt tone and style for different audiences.
• Proven experience in delivering face-to-face customer service.
• A track record of contributing ideas or initiatives to improve customer experience.
• Ability to write clear, professional correspondence under a pressured environment.
• Strong 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.