Customer Services Lead (12mth FTC)

TN United Kingdom; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Services Lead to spearhead a transformative project aimed at enhancing customer service capabilities across the organization. This pivotal role will involve collaborating with various teams, implementing innovative service improvements, and ensuring alignment with strategic objectives. The successful candidate will thrive in a dynamic environment, driving change and fostering a culture of excellence. With opportunities to work at iconic venues and a commitment to employee development, this role promises to be both rewarding and impactful.

Benefits

Event Tickets

Private Medical Insurance

Pension Plan

Flexible Working

Leave Benefits

Qualifications

• Proven experience in customer service roles with supervisory responsibilities.
• Strong leadership and change management skills.

Responsibilities

• Establish governance for a 12-month customer service project.
• Drive process standardisation and efficiency across teams.
• Align technology and digital strategies for customer service.

Skills

Customer Service Management

Leadership Skills

Stakeholder Management

Change Management

Communication Skills

Process Improvement

Tools

Freshdesk

Job description

Customer Services Lead (12mth FTC), London

Client: The Football Association

Location: London, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: ab4f3a06681e

Job Views: 3

Posted: 02.05.2025

Expiry Date: 16.06.2025

Job Description:

Have the digital world at your feet

The FA is seeking a Customer Services Lead to drive organisation-wide transformation and alignment of customer service capabilities and SLAs, supporting divisional leads through technology deployment, process enhancement, and training. This role is central to The FA's 2024-2028 Strategic Objectives, ensuring excellent experiences for participants across the game.

Responsibilities include:

• Establishing governance of a 12-month customer service project.
• Coordinating cross-functional teams including Grassroots, FA Education, Wembley, Club Wembley, Football Operations, Digital Technology.
• Creating a shared vision for customer service across The FA.
• Building and implementing a 12-month project plan for service improvement.
• Understanding customer needs through segmentation.
• Driving process standardisation and efficiency.
• Setting enterprise-wide metrics and SLAs.
• Providing training to teams and leads.
• Aligning technology and digital strategies, including long-term planning for customer service technology and AI.

Additional Tasks:

• Executing additional tasks as required.
• Complying with all policies to ensure health, safety, and wellbeing.
• Completing a DBS check as part of safeguarding commitments.

Candidate Profile:

Background:

• Proven experience in customer service roles with supervisory/lead responsibilities.
• Experience in leading service transformation.
• Strong leadership, team management, and change management skills.

Collaboration and Partnering:

• Stakeholder management skills, internal and external.
• Effective communication at all organisational levels.

Technology Skills:

• Knowledge of customer service technology (e.g., Freshdesk).
• Proficiency in customer service software and data presentation tools.

Presentational Skills:

• Attention to detail and presentation quality.
• Ability to communicate effectively with senior stakeholders.

What’s in it for you?

Enjoy working in iconic settings like Wembley Stadium and St. George's Park, with competitive salary, benefits, and development opportunities, including event tickets, private medical, pension, leave, and flexible working.

About The FA:

The Football Association is the governing body of football in England, responsible for all levels of the game, from grassroots to professional, with a mission to unite the game and inspire the nation. We operate within a hybrid working model, with roles based at Wembley Stadium or St. George's Park, with flexible remote working options.