Customer Service Executive

Manchester United; Manchester; On-site; GBP 24,000 - 29,000; Full time

Job summary

Manchester United is seeking a Sales and Service Executive to enhance customer interactions at their Supporter Services Centre. The role involves delivering exceptional service, addressing supporter inquiries, and achieving performance targets, contributing directly to the club's revenue generation and customer satisfaction efforts. Ideal candidates will possess strong communication skills and experience in high-paced environments.

Benefits

Bonus structure and incentives

Comprehensive training and ongoing support

Qualifications

• Previous experience in a fast-paced Contact Centre environment.
• Ability to provide exceptional customer service by resolving queries and complaints quickly.
• Excellent communication skills and ability to work under pressure.

Responsibilities

• Deliver exceptional service during every interaction with supporters.
• Handle enquiries via telephone, email, and face-to-face.
• Ensure every interaction with the Club is professional and accurate.

Skills

Customer service

Communication

Self-motivation

Problem-solving

Job description

Social network you want to login/join with:

Purpose

:

The Supporter Services Centre provides Manchester United’s valued fans, members, season ticket holders, and prospective customers with support on all sales and service queries around ticketing, membership, hospitality, match day updates, and more.
As a Sales and Service Executive, you will be responsible for ensuring enquiries are handled in an informed and highly professional manner, identifying effective solutions where appropriate. To deliver against all sales and performance targets, whilst providing the best customer experience possible, through identifying opportunities to recommend additional Manchester United products.
This role is a key part in achieving our wider business objectives of delivering revenue generation through the promotion of club products, while also ensuring an exceptional experience for each of our 5m+ annual customer interactions.

The Role:

• Lead by example by delivering against all personal targets & objectives.
• Deliver exceptional service during every interaction with supporters.
• Ensure ownership and accountability for performance delivery, addressing any training and development needs with available resources and management support.
• Work with the management team to identify and implement positive change and business efficiencies.
• Handle enquiries via telephone calls, emails, and face-to-face interactions (inbound and outbound), alongside sensitive cross-promotion of all product lines.
• Deliver first contact resolution for supporter enquiries, ensuring all complaints and dissatisfaction are handled appropriately and to the high standards expected of the club.
• Ensure every interaction with the Club is professional, accurate, and in line with club and department guidelines.

The Person:

• Previous experience in a fast-paced Contact Centre environment.
• Ability to provide exceptional customer service by resolving queries and complaints quickly and effectively.
• Ability to work consistently towards targets.
• Excellent communication skills, self-motivation, and ability to work under pressure.
• An innovative mindset to contribute ideas that help improve personal and team performance.

The Package:

• Basic Salary £24,610 per annum plus a £120 fee per matchday.
• Bonus structure and incentives for team members reaching individual sales targets.
• Comprehensive training and ongoing support in the role.