Supporter Escalations Executive: High-Impact Case Lead

Manchester United Plc; Manchester; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Annual Incentive Scheme

25 days annual leave

Electric Vehicle scheme

Simplyhealth Cash Plan

Wellness Support

Exclusive Discounts

Gym Facilities

Enhanced family Leave Benefits

Enhanced Career Development

Supportive Work Environment

Job summary

Manchester United is seeking a Supporter Escalations Executive to manage high-volume investigations, sanctions, appeals and escalations in a malevolent environment. You will use AI, spreadsheets and CRM data to identify patterns, communicate empathetically with supporters, and ensure fair outcomes aligned with club policy and data protection rules.

Based in Manchester - Old Trafford, you will collaborate with Ticketing, Supporter Services, Security, Legal and Compliance, delivering consistent

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.

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 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.

Skills

Customer service

Communication skills

Escalations management

Case management

Stakeholder management

Spreadsheet skills

Tools

CRM systems

Job description

Manchester United is seeking a Supporter Escalations Executive to manage high-volume investigations, sanctions, appeals and escalations in a malevolent environment. You will use AI, spreadsheets and CRM data to identify patterns, communicate empathetically with supporters, and ensure fair outcomes aligned with club policy and data protection rules.

Based in Manchester - Old Trafford, you will collaborate with Ticketing, Supporter Services, Security, Legal and Compliance, delivering consistent