Supporter Escalations Executive

Manchester United Plc; Stretford; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Annual Incentive Scheme

25 days annual leave

Electric Vehicle scheme

Wellness Support

Exclusive Discounts

Gym facilities

Career Development

Job summary

Manchester United Plc is seeking a dedicated investigator to independently manage a high-volume caseload of supporter investigations, sanctions, appeals and escalations. You will use AI, technology and spreadsheets to identify patterns, ensuring decisions are fair, well-documented and aligned with Club policy and data protection requirements.

You will be the main contact for supporters, guiding them through decisions and evidence requirements with empathy, while coordinating with Security, Legal

Qualifications

• Substantial experience in a supporter-facing customer service, complaints, appeals or escalations role with direct customer communication.
• Exceptional written and verbal communication skills to guide supporters through complex decisions.
• Proven ability to manage sensitive or emotionally charged conversations with policy and fairness.
• Excellent organisational and prioritisation skills with high-volume caseloads.
• Strong judgement and attention to detail balancing individual circumstances with policy.

Responsibilities

• Own a high-volume caseload of investigations, sanctions, appeals and escalations from start to finish.
• Guide supporters through complex decisions, evidence requirements and escalation routes with empathy.
• Act as primary contact for supporters, handling sensitive enquiries with professionalism.
• Coordinate and administer appeals and case reviews independently and fairly.
• Collaborate with Ticketing, Supporter Services, Security, Legal and Compliance teams.
• Maintain accurate case records across CRM and spreadsheets per data protection rules.
• Analyse case data and outcomes using AI-enabled tools to identify trends and improvements.
• Improve workflows, templates, FAQs and self-service content to raise efficiency.
• Track response times, appeal turnaround and supporter satisfaction for stakeholders.

Skills

Customer service

Written communication

Verbal communication

Case management

Data analysis

Stakeholder management

Case ownership

Empathy in communications

Tools

CRM systems

AI-enabled tools

Job description

Key Responsibilities

This role is key to support the Club's mission to tackle ticket touting by independently managing a high volume of complex supporter investigations, sanctions, appeals and escalations. Use AI, technology and spreadsheet-based data analysis to identify patterns, trends and emerging risks, while applying excellent judgement and delivering clear, empathetic communication. Ensure every case is handled efficiently and consistently, upholding Club policy, values, legal obligations and fairness across the whole fanbase.

You will:

• 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 skills to guide supporters through complex decisions, evidence requirements, appeals and escalation routes with clarity, professionalism and empathy.
• Act as the primary point of contact for supporters, confidently 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 escal
• 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 for every supporter.
• 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.
• Build trust and confidence by ensuring supporters feel heard, informed and respected throughout their appeal or escalation, regardless of outcome, while protecting consistency and fairness across the whole fanbase.

Skills, Knowledge and Expertise

• 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.

What we offer

At Manchester United, we recognise that our people are at the heart of our success. That's why we offer a range of rewards designed to support your professional and personal well-being:

• Annual Incentive Scheme to reward your 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 you with your everyday healthcare needs
• Wellness Support with access to mental health resources, digital health checks, and & nutritionists through Aviva Digicare+ Workplace
• Exclusive Discounts through our United Rewards platform, giving you access to exclusive deals from the club and partners
• Gym Facilities in our 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 programs
• A Supportive Work Environment that values diversity, equity and inclusion, and individual growth