Supporter Services Specialist

Liverpool Football Club; West Kirby; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Contributory pension scheme matching 5

Life Assurance

Free financial guidance

Car salary sacrifice scheme

Cycle to Work scheme

Season ticket loan

Retail discounts & cashback

Will Writing Service

Employee Assistance Programme

Medicash Health Cash Plan

Volunteering opportunities

Special LFC perks

Job summary

Liverpool Football Club is seeking a customer-focused Supporter Services representative on a fixed-term contract. You will handle inbound and outbound fan contacts, resolve complaints, and deliver excellent service across phone, email, web chat and face-to-face interactions.

Based at Anfield, the role offers varied hours and a competitive salary with LFC benefits. You will join a busy team, require strong communication skills, and work to maintain the integrity of supporter information while

Qualifications

• Customer-focused with excellent verbal and written communication.
• Experience handling inquiries via phone, email, web chat or in-person.
• Ability to stay calm and professional when resolving complaints.

Responsibilities

• Efficiently handle contacts to and from Liverpool FC supporters relating to club products and services.
• Provide information clearly and promote relevant services as appropriate.
• Process administration tasks as needed.
• Represent the LFC Brand with high-quality interactions and protect supporter data.
• Adhere to club policies on security, data handling and payments.
• Work proactively as part of the wider team.
• Record reasons for contact to aid planning and root-cause analysis.

Skills

Customer service

Multichannel support

Conflict resolution

People skills

Tools

Microsoft Office

Job description

We are looking an individual with excellent customer focus to join our Supporter Services team on a fixed term contract. In this role, you will manage inbound and outbound fan/customer contact, resolving complaints and queries and delivering consistently excellent service across phone calls, emails, web chat and face to face. What will you be doing?

• Efficiently handle contacts to and from Liverpool FC supporters relating to a variety of club products and services.
• Provide all information that the supporter needs in a clear andaccurateway and promoteadditionalrelevant services asappropriate.
• Process any administration tasks as and when needed.
• Represent the LFC Brand by delivering consistently high- quality interactions andmaintainingthe integrity of supporter information.
• Adhere to Club policies and procedures with particular attention to security, data management, payment information and cash handling guidelines.
• Work proactively as a part of the wider team.
• Accurately record reasons for supporter contact to help with future planning and forecasting and to aid with root cause analysis and problem solving.

To be successful in this role, you will be customer and people focused with a natural ability to work with people of all ages and backgrounds. You will have a passion to help our supporters and an enthusiasm to deliver exceptional fan experiences, building rapport quickly and managing conflict where appropriate. You will have excellent verbal and written communication skills and be motivated by working with people. As an excellent team player, you will have a flexible approach and can adapt to change in a busy environment.

You will be self-motivated and driven to do the 'right thing'. You'll be digitally literate with good Microsoft Office skills with the ability and confidence to learn new systems quickly.

This role is offering fixed term contracts for a period of 3 months role working various of hours from full-time to part-time. Your main base will be Anfield Stadium. To reward your hard work and commitment we offer a competitive salary, 25 days holiday (plus 8 bank holidays and the option to purchase up to an additional 5 days) and access to our benefits kit bag which includes but not limited to:

Benefits

• Contributory pension scheme matching up to 5.5%
• Life Assurance Cover
• Free financial guidance and mortgage advice
• Car salary sacrifice scheme for affordable driving
• Cycle to Work scheme to keep you active
• Purchase season ticket loans for easier commuting
• Exclusive shopping discounts & cashback with top retailers
• Will Writing Service for future planning
• Employee Assistance Programme for confidential support
• Medicash Health Cash Plan for everyday healthcare needs
• Volunteering opportunities to give back to the community
• Special LFC perks - retail discounts, partner offers, free LFCTV GO access, and priority tickets for matches, events & concerts

and much more! LFC Benefits.pdf

At Liverpool Football Club, we have an unwavering commitment to equality, diversity and inclusion and are always looking to making a positive difference in the communities that we operate within. We are proud of our achievements in this area; maintaining the Premier League Equality Standard Advanced Level, becoming a founding signatory of the Football Association's Football Leadership Diversity Code and being recognised as a leader in this important area on and off the pitch. We take our responsibilities in this area seriously and through the work being done across the club, we are committed to increasing the diversity of our people and becoming an increasingly inclusive workplace for all. We are committed to hiring great people representative of diverse backgrounds, perspectives, and skills across our entire business. If you share our enthusiasm and passion for inclusivity, then we want to hear from you.