Supporter Services Specialist (FTC)

Liverpool Football Club; Liverpool; On-site; GBP 21,000 - 27,000; Part time

Benefits offered by this job

Pension scheme

Life insurance

Mortgage advice

Cycle to work

Season ticket loans

Discounts & cashback

Will writing

Assistance programme

Health plan

Volunteering

LFC perks

Job summary

Liverpool Football Club is seeking a customer-focused individual to join Supporter Services on a fixed-term 3-month contract at Anfield Stadium. You will handle inbound and outbound fan enquiries across phone, email, web chat and face to face, resolving complaints and queries with consistently high service.

You will promote additional services, adhere to club policies, record contact reasons for planning and analysis, and work as part of a wider team to deliver exceptional supporter experiences.

Qualifications

• Excellent verbal and written communication skills.
• Previous customer service experience or similar environment.
• Comfortable handling multiple contact channels (phone, email, chat).

Responsibilities

• 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 and accurate way and promote additional relevant services as appropriate.
• Process any administration tasks as and when needed.
• Represent the LFC Brand by delivering consistently high- quality interactions and maintaining the 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.]
• CoT_job_summary_short: "COMPANY NAME: Liverpool Football Club\nKEY POINTS: Excellent customer service, multi-channel support, fixed-term 3 months"
• job_summary_short: "<p>Liverpool Football Club is seeking a customer-focused individual to join Supporter Services on a fixed-term 3-month contract at Anfield Stadium. You will handle inbound and outbound fan enquiries across phone, email, web chat and face to face, resolving complaints and queries with consistently high service.</p><p>You will promote additional services, adhere to club policies, record contact reasons for planning and analysis, and work as part of a wider team to deliver exceptional supporter experiences.</p><p>The role offers 25 days holiday, pension, health and other benefits; standard club standards.</p>
• contract_typelogy_placeholder1_:null,

Skills

Customer focus

Communication skills

People skills

Team player

Digital literacy

Microsoft Office

Job description

About the role

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 and accurate way and promote additional relevant services as appropriate.
• Process any administration tasks as and when needed.
• Represent the LFC Brand by delivering consistently high- quality interactions and maintaining the 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.

Who are we looking for?

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.

Why should you apply?

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:

• 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.

Liverpool FC is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all Colleagues and Volunteers to share this commitment.

#LFCJobs