Customer Experience Advisor (Matchdays)

Norwich City Football Club; Norwich; On-site; GBP 12,000 - 18,000; Part time

Job summary

Norwich City Football Club is seeking a Customer Experience Advisor (Matchdays) to provide outstanding support across ticketing and customer enquiries. You will engage supporters face-to-face at the ticket office and help via phone, email and webchat, ensuring a friendly, efficient service on busy matchdays.

The role emphasizes accessibility for disabled supporters and teamwork within the Customer Experience & Ticketing department, with flexible hours including evenings and weekends during the

Qualifications

• Experience in delivering high-quality customer service in busy environments.
• Ability to handle face-to-face and remote enquiries with professionalism.

Responsibilities

• Deliver excellent service across ticketing enquiries, including match tickets and memberships.
• Respond professionally to enquiries face-to-face at the ticket office, and via telephone, email and webchat.
• Assist supporters with ticket exchanges, upgrades, collections, account queries and digital ticketing problems.
• Support matchday ticket office operations.
• Provide an inclusive service to disabled supporters, applying Club accessibility policies.
• Support colleagues during busy periods and contribute to a positive, collaborative team culture.
• Act in a manner that supports the Club’s Values of Growth, Integrity, Belonging, Resilience, Pride and Commitment.

Skills

Customer service

Job description

An exciting opportunity has arisen to join the Customer Experience & Ticketing department at Norwich City Football Club in the role of Customer Experience Advisor (Matchdays). This is an excellent role for someone who is passionate about helping people and delivering exceptional supporter experiences across ticketing and customer enquiries.

Key tasks/responsibilities include, but are not limited to:

• Deliver excellent service across all ticketing enquiries, including match tickets, memberships, coach travel and away tickets.
• Respond professionally to enquiries primarily face-to-face at the ticket office counter, but also via telephone, email and webchat.
• Assist supporters with ticket exchanges, upgrades, collections, account queries and digital ticketing problems.
• Support matchday ticket office operations.
• Provide an inclusive service to disabled supporters, applying Club accessibility policies.
• 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.

Please note that hours are offered on a casual basis. Successful candidates must be flexible and available to work home matchdays, including evenings and weekends. Additional opportunities may be available throughout the season to support peak sales periods, ticketing campaigns and other Club events.

Closing date: Wednesday, 4th November 2026

Norwich City Football Club are committed to ensuring equal opportunities are given to all and welcomes applications from all areas of the community regardless of age, disability, sex, gender reeignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships.

Norwich City Football Club are an equal opportunities employer and recognises the importance of safeguarding children and vulnerable adults in the workplace. Please be aware that a criminal disclosure and identity check will be carried out for this post. Engagement will be subject to a satisfactory DBS disclosure.

In line with Keeping Children Safe in Education (2026) guidance, we may conduct online searches as part of our due diligence processes on shortlisted candidates.