Customer Experience Advisor

Norwich City Football Club; Norwich; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Complimentary matchday ticket

25 days annual leave + bank holidays

Family-friendly leave policies

Pension scheme

CPD development pathways

Wellbeing support (GP + gym access)

Job summary

Norwich City Football Club is seeking an experienced Customer Experience Advisor to deliver exceptional supporter experiences across ticketing, enquiries and wider Club services. You will respond to enquiries via phone, email, webchat, and in person, taking ownership to resolution.

You will assist supporters with exchanges, upgrades, collections and account queries, and support on-sales and matchday operations.

Responsibilities

• Deliver excellent service across all ticketing enquiries, including season tickets, memberships, home, away and cup fixtures, coach travel and accessible seating.
• Respond professionally to enquiries by telephone, email, webchat, face-to-face and digital channels, taking ownership through to resolution.
• Assist supporters with ticket exchanges, upgrades, collections, account queries and problem resolution.
• Support major ticket on-sales, matchday ticket office operations and sales opportunities.
• Provide a professional, welcoming front-of-house service for visitors and guests, including hosting South Stand Main Reception on a rota basis.
• Support enquiries relating to premium experiences, stadium tours, memberships, venue sales, retail, events and general Club information.
• Provide an inclusive service to disabled supporters, applying Club accessibility policies and escalating feedback or improvement opportunities.
• Collect, update and maintain accurate supporter data in line with GDPR and maintain confidentiality of Club, supporter and personnel information.
• Support colleagues during busy periods and contribute to a positive, collaborative team culture.
• To act in a manner that supports the Club's Values of Growth, Integrity, Belonging, Resilience, Pride and Commitment.

Job description

An exciting opportunity has arisen for an experienced candidate to join the Customer Experience department at Norwich City Football Club in the role of Customer Experience Advisor. This is an excellent role for someone who is passionate about helping people and delivering exceptional supporter experiences across ticketing, customer enquiries and wider Club services. Key tasks/responsibilities include, but are not limited to:

• Deliver excellent service across all ticketing enquiries, including season tickets, memberships, home, away and cup fixtures, coach travel and accessible seating.
• Respond professionally to enquiries by telephone, email, webchat, face-to-face and digital channels, taking ownership through to resolution.
• Assist supporters with ticket exchanges, upgrades, collections, account queries and problem resolution.
• Support major ticket on-sales, matchday ticket office operations and sales opportunities.
• Provide a professional, welcoming front-of-house service for visitors and guests, including hosting South Stand Main Reception on a rota basis.
• Support enquiries relating to premium experiences, stadium tours, memberships, venue sales, retail, events and general Club information.
• Provide an inclusive service to disabled supporters, applying Club accessibility policies and escalating feedback or improvement opportunities.
• Collect, update and maintain accurate supporter data in line with GDPR and maintain confidentiality of Club, supporter and personnel information.
• Support colleagues during busy periods and contribute to a positive, collaborative team culture.
• To act in a manner that supports the Club's Values of Growth, Integrity, Belonging, Resilience, Pride and Commitment.

Successful candidates will benefit from a comprehensive range of club benefits. This includes (but is not limited to):

• Complimentary matchday ticket for home fixtures
• 25 days annual leave + bank holidays
• Enhanced family friendly leave policies
• Pension Scheme with Royal London
• Enhanced CPD opportunities and structured professional development pathways.
• The opportunity to get involved in wider club initiatives through a variety of Working Groups.
• A range of wellbeing support, including 24/7 access to a GP for employees and their dependents, as well as access to gyms and exercise classes at both Carrow Road & Avant Training Centre.