Seasonal Casual Customer Service Executive - Flexible, Remote

Arsenal Football Club; Greater London; Hybrid; GBP 19,000 - 23,000; Part time

Job summary

Arsenal Football Club is seeking a Seasonal Casual Customer Service Executive to join our Retail team and support Arsenal Direct supporters with emails, orders, and inquiries during the busy holiday trading period.

The role starts with mandatory on-site training at Highbury House, followed by flexible remote working options to maintain excellent service levels while reflecting our values.

Qualifications

• Excellent written communication skills – clear, professional, empathetic responses to supporters.
• A passion for customer service – creating positive and memorable experiences for every supporter.
• Ability to work accurately at pace – organized and detail-focused while handling a busy workload.
• Advanced Microsoft Office and Google Workspace skills – confident with Outlook, Word, Excel, Teams.
• Confidence using multiple systems – adapt to new platforms and tools quickly.
• Collaborative approach – partner with colleagues and external stakeholders to resolve issues.

Responsibilities

• Deliver exceptional supporter service by responding to Arsenal Direct email queries professionally and promptly.
• Resolve supporter queries, including order tracking, lost parcels, refunds, exchanges, and payment questions.
• Collaborate with call centre, warehouse teams, couriers, and partners to provide seamless resolutions.
• Support personalised experiences by handling personalisation requests and special enquiries with care.
• Track performance by maintaining shared documents and trackers to monitor activity and service levels.
• Thrive in a fast-paced seasonal period while maintaining accuracy and a positive attitude.

Skills

Customer service

Written communication

Detail-oriented

Multi-system proficiency

Team collaboration

Flexibility

Problem solving

Tools

Microsoft Office

Google Workspace

Outlook

Word

Excel

Teams

Job description

Arsenal Football Club is seeking a Seasonal Casual Customer Service Executive to join our Retail team and support Arsenal Direct supporters with emails, orders, and inquiries during the busy holiday trading period.

The role starts with mandatory on-site training at Highbury House, followed by flexible remote working options to maintain excellent service levels while reflecting our values.