Ecommerce Customer Service Executive (Casual Role)

Arsenal F.C.; City Of London; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A renowned football club is seeking Casual Ecommerce Customer Service Executives to manage queries for their online store and deliver exceptional service. Successful candidates will have a customer service background and strong communication skills. This role offers £13.85 per hour, flexible hours, and opportunities within a historic institution dedicated to community and inclusivity.

Qualifications

• Demonstrable experience in providing exceptional customer service.
• Confident communicator with varied customers.
• Experience using Microsoft Office platforms.

Responsibilities

• Manage the Arsenal Direct inbox and respond to supporter queries.
• Collaborate with the Supporter Services and warehouse teams.
• Track and monitor customer service data.
• Proactively suggest improvements to enhance customer satisfaction.

Skills

Customer service background

Excellent communication

Technical expertise with Microsoft Office

Organizational skills

Adaptability

Flexibility

Job description

The Role

We are looking to increase our pool of Casual Ecommerce Customer Service Executives to help support the growth of Arsenal Direct (our official online store) and ensure fantastic customer service for our supporters, by managing our Arsenal Direct inbox and ensuring all questions and emails are responded to.

Our objective is to develop the best ecommerce business in world football, and this role will help play a part in achieving this.

Rate of pay: This role will be paid on the basis of £13.85 per hour.

Who We Are

We are one of the most famous clubs in world football, with a rich heritage and history of success. Beyond that, we are passionate about our local community and, behind the scenes, we have a wide variety of opportunities and career paths for all.

We have a very defined purpose: to act for a winning team, culture and community. We achieve this by ensuring we are courageous in the pursuit of progress, we champion our community and each other, and that we do the right thing (even when no one is looking).

Your day-to-day

• Deliver excellent customer service - you will support the management of the Arsenal Direct inbox by responding to all supporter queries in a timely manner
• Connect with our wider teams - you'll collaborate with our Supporter Services team, our warehouse which fulfils our orders and any relevant 3rd parties to resolve customer queries in a helpful and supportive way
• Track and monitor our data - you will update any shared documents and trackers so our response rates and overall performance can be monitored
• Enhance the customer service experience - you'll innovative and pro-actively suggest ways to reduce inbound queries and improve customer satisfaction

What We Are Looking For

• Proven customer service background - you have demonstrable experience of providing exceptional customer service
• Excellent communicator - you're confident communicating with a broad range of internal and external customers, adapting style and approach as and when required
• Technical Expertise - you have experience using Microsoft Office platforms (Outlook, Word and Teams)
• Exceptional organisation skills - you have the ability to manage your own workload and juggle multiple queries at once
• Adaptable approach - you are a fast learner and comfortable using multiple internal and external systems to resolve queries
• Flexible approach - you are able to work varied days and hours based on customer demand and peak trading periods

Arsenal for Everyone

Arsenal for Everyone is our commitment to promoting and embracing equality, diversity and inclusion, so that everyone connected to the club feels like they belong to the same Arsenal family.

Disability Confident Leader

We are a Disability Confident Leader. We actively welcome and encourage applications from people with disabilities and long-term health conditions.

Our Commitment to Safeguarding

We are committed to ensuring that our environments for children, young people and adults at risk remain safe and inclusive.

Please note that we reserve the right to close the position early if application volumes are particularly high.