Customer Engagement Officer - FTC Maternity Cover (12 months)

TN United Kingdom; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is looking for a Customer Engagement Officer to deliver exceptional service at iconic events. This role involves engaging with guests, managing inquiries, and supporting accessibility to ensure a seamless experience on event days. You will collaborate with various teams to enhance digital customer engagement and contribute to event operations. With a flexible hybrid working model, you will enjoy benefits like event day tickets, free lunches, and private medical cover. Join a passionate team dedicated to making every event memorable!

Benefits

Event Day Tickets

Free Lunches

Private Medical Cover

Pension Scheme

Generous Leave

Flexible Hybrid Working

Qualifications

• Experience in a customer-facing role with strong administrative skills.
• Interest in football and understanding of the industry.

Responsibilities

• Serve as the first point of contact for event-related queries.
• Assist guests and resolve complaints during events.

Skills

Customer Service

Event Management

Digital Communication

Microsoft Office

Social Media Management

Tools

Website Content Management

Ticketing Systems

Job description

Customer Engagement Officer - FTC Maternity Cover (12 months), London

The Football Association is seeking a dedicated Customer Engagement Officer to deliver world-class customer service at Wembley Stadium and across FA events. This role involves engaging with guests, managing inquiries, supporting accessibility, and ensuring a seamless experience on event days.

Key Responsibilities:

• Serve as the first point of contact for event-related queries.
• Assist guests with access requirements and resolve complaints.
• Collaborate with the Customer Engagement Manager and Accessibility Lead to execute event strategies.
• Manage digital communication channels and online knowledge bases.
• Support event day operations, including MD-1 and MD support for Wembley Stadium events and England matches.
• Contribute to the evolution of digital customer engagement and membership programs.
• Provide out-of-hours support as needed and ensure health and safety policies are followed.

Qualifications and Experience:

Essential:

• Experience in a customer-facing role.
• Interest in football and understanding of the industry.
• Experience with website content management and social media tools.
• Strong administrative skills and proficiency in Microsoft Office.
• Flexibility in working hours and experience with matchday/event work.

Beneficial:

• Contact centre experience, online community management, social media for business, ticketing systems, and knowledge of disabled access.

What We Offer:

Join us at Wembley Stadium, the iconic home of English football, and enjoy benefits such as event day tickets, free lunches, private medical cover, pension scheme, generous leave, and flexible hybrid working.

About The FA:

The Football Association is the governing body of football in England, responsible for nurturing all levels of the game and overseeing national teams and major competitions, including the FA Cup. Our mission is to unite the game and inspire the nation.

We support a hybrid working environment, with roles based at Wembley Stadium or St. George's Park, with some remote work allowed.