Supporter Services Executive

Newcastle United Football Club; Newcastle upon Tyne; On-site; GBP 21,000 - 28,000; Full time

Job summary

Newcastle United Football Club in Newcastle upon Tyne is seeking a motivated Supporter Services Executive to strengthen the relationship with fans by delivering high‑quality customer care across multiple channels.

You will handle enquiries, feedback and complaints, support ticketing, membership, hospitality and tours, and work with internal teams to ensure a smooth, engaging supporter experience on matchdays and beyond.

Qualifications

• Experience in customer service and handling enquiries across multiple platforms.
• Clear communication and problem-solving skills.
• Ability to work collaboratively with internal teams.

Responsibilities

• Handle supporter enquiries, feedback and complaints across channels.
• Support ticketing, retail, membership, hospitality, tours and other club matters.
• Assist face-to-face interactions at St James’ Park on matchdays and non‑matchdays.

Job description

We are the heartbeat of the city. Come and be a part of a long and proud history where we strive to be the best in everything we do, on and off the pitch. Bringing the people and communities together, join the Newcastle United Family, as we embark on the next steps of our exciting journey.

About the role

We’re looking for a motivated and customer‑focused Supporter Services Executive to join our Supporter Services team. In this role, you will help grow and strengthen the relationship between the Club and its supporters by providing high‑quality advice, delivering excellent customer care, and supporting a wide range of fan‑facing activities. You will be responsible for managing enquiries across multiple platforms, handling feedback and complaints, and ensuring supporters receive timely, effective, and professional responses.

Your impact

In this role, you will communicate with a wide range of supporters across various platforms, ensuring they receive the highest levels of customer service. You will take ownership of enquiries and complaints, working from start to finish to resolve issues. You will support the Supporter Services Manager in implementing the Club’s customer case‑management system, respond to queries relating to ticketing, retail, membership, hospitality, tours, and general Club matters, and work collaboratively with internal teams to deliver smooth, consistent supporter experiences. You will also assist fans face‑to‑face at St James’ Park on matchdays and non‑matchdays, utilise supporter systems and databases to produce useful reporting insights, and proactively identify ways to enhance engagement, retention, and overall supporter satisfaction.

Location

This role is based in Newcastle upon Tyne, please note if you live outside the North East, you will either need to commute or relocate for this role.

United As One

We’re committed to equality, diversity and inclusion and believe in equal opportunities for all. We recognise that the diversity of our people is one of our greatest strengths. We work together to reflect the communities we serve and to maintain an inclusive environment in which everyone can be their authentic self and is enabled to achieve their full potential.

Safeguarding

We’re committed to being a place where everyone is safe, heard, valued and able to thrive, so we place high value on the safeguarding and welfare of everyone we engage with. As this role involves supporting a wide range of fans and interactions across the Club, it requires an enhanced criminal records check with BLC