Supporter Escalations Executive

Global Sports Jobs Limited; Manchester; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Annual incentive scheme

25 days annual leave

EV & cycle to work

Health plan

Wellness resources

Exclusive discounts

Gym facilities

Enhanced family leave

Career development

Job summary

Manchester United is seeking an experienced supporter investigations professional to independently manage a high-volume caseload of investigations, sanctions and appeals, ensuring timely resolution in line with club policies.

You will work with Ticketing, Supporter Services, Security and Legal teams, using AI and spreadsheets to identify risks, communicate clearly with supporters, and uphold fairness across the fanbase.

Qualifications

• Substantial experience in a supporter-facing customer service, complaints, appeals or complex case-management role.
• Exceptional written and verbal communication skills, with the ability to listen carefully, explain complex or difficult decisions clearly, and support fans through appeals and escalations with professionalism, confidence and empathy.
• Proven ability to manage sensitive, challenging or emotionally charged conversations, maintaining composure and trust while upholding Club policy, values and the fair and consistent treatment of supporters across the whole fanbase.
• Excellent organisational and prioritisation skills, with demonstrable experience of independently owning a high-volume caseload, progressing multiple complex cases simultaneously and meeting demanding deadlines without compromising quality or accuracy.
• Excellent judgement and attention to detail, with the confidence to make evidence-based decisions independently while balancing individual circumstances with policy, consistency, proportionality and fairness.
• Strong stakeholder-management skills and experience maintaining complete, accurate and well-organised records in CRM and case-management systems, enabling clear audit trails and effective collaboration.
• Advanced spreadsheet skills, including the ability to organise, interrogate and interpret large datasets to identify patterns, trends, anomalies, recurring behaviours and emerging risks, and to present findings clearly to others.
• Confident and responsible use of AI-enabled tools, automation and other technology to support case triage, analysis, workflow efficiency and communication, with appropriate human judgement, accuracy checks and data protection.

Responsibilities

• Independently own a high-volume caseload of complex investigations, sanctions and appeals.
• Guide supporters through complex decisions and evidence requirements.
• Act as the primary contact for sensitive enquiries and difficult conversations.
• Coordinate appeals and case reviews independently, ensuring timely, evidence-based and fair decisions.
• Work with Ticketing, Supporter Services, Security, Legal and Compliance to translate case evidence and policy into clear communications.
• Recognise vulnerable circumstances and escalate appropriately while maintaining fairness across the fanbase.
• Maintain accurate case records across CRM and spreadsheets with proper data protection.
• Use spreadsheets, reporting tools and AI-enabled tech to analyse case data and identify trends.
• Improve workflows, templates, guidance and self-service content for efficiency and supporter experience.
• Uphold fan-first culture and consistency across the fanbase; ensure supporters feel heard.
• Track and report on response times, appeal turnaround, supporter satisfaction and outcomes with senior stakeholders.

Skills

Customer service experience

Advanced written and verbal comms

Stakeholder management

Organisational skills

Judgement & decision-making

Data analysis with spreadsheets

AI-enabled tools usage

Tools

CRM systems

Spreadsheets

Case management software

Job description

About the Role

The role supports the Club's mission to tackle ticket touting by independently managing a high volume of complex supporter investigations, sanctions, appeals and escalations. The postholder works closely with Ticketing, Supporter Services, Security, Legal and Compliance teams, using AI, technology and spreadsheet-based data analysis to identify patterns, trends and emerging risks. The role requires excellent judgement and clear, empathetic communication to ensure cases are handled efficiently and consistently, upholding Club policy, values, legal obligations and fairness across the fanbase.

Key Responsibilities

• Independently own a high-volume caseload of complex investigations, sanctions, appeals and escalations, organising priorities and progressing each case from initial contact through to timely resolution.
• Use strong written and verbal communication to guide supporters through complex decisions, evidence requirements, appeals and escalation routes
• Acting as the primary point of contact and managing sensitive enquiries and difficult conversations while setting clear expectations and maintaining agreed service standards.
• Coordinate and administer appeals and case reviews independently, assessing complex information thoroughly and ensuring decisions are timely, evidence-based, consistent and fair.
• Work closely with Ticketing, Supporter Services, Security, Legal and Compliance teams, translating case evidence and policy into accurate, accessible communications for supporters and senior stakeholders.
• Recognise vulnerable or exceptional circumstances, exercise sound judgement and escalate appropriately so individual factors are considered within Club policy without compromising consistency or fairness across the fanbase.
• Maintain accurate, well‑organised case records across CRM, case‑management and spreadsheet tools, documenting evidence, actions, communications and outcomes in line with data protection requirements.
• Use spreadsheets, reporting tools and appropriate AI-enabled technology to analyse case data, supporter feedback and appeal outcomes, identifying patterns, trends, anomalies and opportunities for improvement.
• Use insights and technology to improve workflows, communications, templates, guidance, FAQs and self‑service content, increasing efficiency while protecting quality and the supporter experience.
• Uphold the Club's fan‑first culture, policies and values by balancing robust enforcement with empathy, transparency and consistent treatment, ensuring supporters feel heard
• Informed and respected throughout their appeal or escalation regardless of outcome while protecting consistency and fairness across the whole fanbase.
• Track and report on response times, appeal turnaround, supporter satisfaction, case outcomes and recurring trends, using reliable data analysis to provide clear insight to senior stakeholders.

Required Experience & Qualifications

• Substantial experience in a supporter‑facing customer service, complaints, appeals, escalations or complex case‑management role with strong evidence of direct customer communication and case ownership.
• Exceptional written and verbal communication skills, with the ability to listen carefully, explain complex or difficult decisions clearly, and support fans through appeals and escalations with professionalism, confidence and empathy.
• Proven ability to manage sensitive, challenging or emotionally charged conversations, maintaining composure and trust while upholding Club policy, values and the fair and consistent treatment of supporters across the whole fanbase.
• Excellent organisational and prioritisation skills, with demonstrable experience of independently owning a high-volume caseload, progressing multiple complex cases simultaneously and meeting demanding deadlines without compromising quality or accuracy.
• Excellent judgement and attention to detail, with the confidence to make evidence-based decisions independently while balancing individual circumstances with policy, consistency, proportionality and fairness.
• Strong stakeholder‑management skills and experience maintaining complete, accurate and well‑organised records in CRM and case‑management systems, enabling clear audit trails and effective collaboration.
• Advanced spreadsheet skills, including the ability to organise, interrogate and interpret large datasets to identify patterns, trends, anomalies, recurring behaviours and emerging risks, and to present findings clearly to others.
• Confident and responsible use of AI‑enabled tools, automation and other technology to support case triage, analysis, workflow efficiency and communication, with appropriate human judgement, accuracy checks and data protection.

Workplace

• Work is based at Manchester United's iconic offices, with teams working together onsite to enable connection and innovation.

Benefits & Perks

• Annual Incentive Scheme to reward dedication and hard work.
• 25 days annual leave (plus bank holidays) and an opportunity to purchase additional holiday days.
• Electric Vehicle scheme via Octopus and cycle to work scheme.
• Simplyhealth Cash Plan supporting everyday healthcare needs.
• Wellness Support with access to mental health resources, digital health checks, and nutritionists through Aviva Digicare+ Workplace.
• Exclusive Discounts through the United Rewards platform, giving access to exclusive deals from the club and partners.
• Gym Facilities in onsite locations and opportunities for regular social events and team‑building activities.
• Enhanced family leave benefits and policies.
• Enhanced Career Development with access to professional learning platforms like LinkedIn Learning, and internal training programmes.

A Supportive Work Environment that values diversity, equity and inclusion, and individual growth.