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- Tasks: Lead the customer experience at Newcastle United, ensuring positive interactions and high service standards.
- Company: Join Newcastle United, a proud club at the heart of the city with a rich history.
- Benefits: Enjoy flexible working, free GP appointments, discounts, and a salary sacrifice scheme for tech and more.
- Why this job: Be part of a passionate team dedicated to enhancing customer experiences and community engagement.
- Qualifications: Degree or equivalent experience in senior customer service roles; coaching skills are a plus.
- Other info: Work 3 days a week in Newcastle; relocation required for non-locals.
The predicted salary is between 36000 - 60000 £ per year.
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 customer focussed individual to join our Supporter Services team where you will be responsible for managing the overall customer experience at Newcastle United, ensuring positive interactions aligned with the Club's values. Putting our customers at the heart of everything we do you will implement strategies to promote a culture of excellence among public-facing staff, collaborating with operational venue teams for a consistent, high standard of service delivery. You will lead continuous improvement by developing and implementing strategies to enhance customer interactions across various touchpoints and channels, utilising customer feedback, surveys, and data to identify pain points and improve the customer journey, creating a positive experience. This will be embedded by rolling out Service Standards Training across all of our customer facing teams and establishing a governance framework to ensure roadmap delivery and adherence to new service KPIs.
Your impact
You will possess a degree or equivalent level industry experience gained in a senior customer service / experience role where ensuring a brilliant customer journey and high level of engagement was the forefront of organisational strategy and day to day operations. Experience with customer service, software and tools are highly desirable, as is the ability to deliver customer success / engagement coaching and training at all levels to ensure a brilliant experience for those who engage with the Club.
About the team
Joining our Supporter Services team you will work closely with the Head of Supporter Services to ensure a brilliant customer experience across the Club.
Location
This role is based in Newcastle upon Tyne, with an expectation of working 3 days per week from the office. Please note, if you are not located in the Northeast and unable to relocate, we regret that we will not be able to progress your application.
Why choose us?
We’ve got a range of great benefits and rewards, from flexible ways of working, participation in our non-contractual employee bonus scheme, NUFC life assurance, free parking, discount at Shearers Bar and the Club Shop, Helping Hand – where you can access free GP appointments, Wellbeing Resources, Legal and Financial Support, pension contribution, free lunch and the best part, free tea and coffee. In addition, we run a salary sacrifice scheme which includes, tech, car, cycle to work and many more.
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. For further information on this role and about the club and our values please visit our careers page. Please apply as soon as possible as this vacancy may close early should we receive a high volume of suitable candidates.
Recruitment Agencies – please note that we do not accept unsolicited / speculative candidate details or applications. Any candidates supplied, unless formally requested, will be taken as a direct / free candidate.
Customer Experience Manager employer: Newcastle United Football Club
Contact Detail:
Newcastle United Football Club Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarise yourself with Newcastle United's values and mission. Understanding the club's culture will help you align your approach to customer experience with their expectations, making you a more attractive candidate.
✨Tip Number 2
Network with current or former employees of Newcastle United, especially those in customer service roles. They can provide valuable insights into the team's dynamics and what it takes to excel in the position.
✨Tip Number 3
Prepare to discuss specific strategies you've implemented in previous roles that improved customer experience. Be ready to share measurable outcomes to demonstrate your impact on customer satisfaction.
✨Tip Number 4
Showcase your knowledge of customer service tools and software during any discussions. Highlighting your technical skills can set you apart, especially if you can relate them to enhancing customer interactions.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements of the Customer Experience Manager position. Tailor your application to highlight how your experience aligns with their expectations.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous roles in customer service or experience management. Provide specific examples of how you've improved customer interactions and implemented successful strategies.
Showcase Your Skills: Make sure to mention any relevant software or tools you are familiar with that can enhance customer service. Also, include your ability to train and coach staff, as this is a crucial part of the role.
Personalise Your Application: Address your application to the hiring manager if possible, and express your enthusiasm for joining Newcastle United. Mention why you resonate with their values and how you can contribute to their mission of providing an excellent customer experience.
How to prepare for a job interview at Newcastle United Football Club
✨Understand the Club's Values
Before your interview, make sure you familiarise yourself with Newcastle United's values and mission. This will help you align your answers with what the club stands for, showing that you're not just a fit for the role but also for the culture.
✨Showcase Your Customer Experience Skills
Prepare specific examples from your past roles where you've successfully enhanced customer experiences. Highlight any strategies you've implemented that led to positive outcomes, as this will demonstrate your capability to manage the overall customer experience effectively.
✨Be Ready to Discuss Data-Driven Decisions
Since the role involves utilising customer feedback and data to improve interactions, be prepared to discuss how you've used data in previous positions. Share examples of how you've identified pain points and implemented changes based on customer insights.
✨Emphasise Team Collaboration
The role requires working closely with various teams. Be ready to talk about your experience in collaborating with different departments to achieve common goals. Highlight any successful projects where teamwork played a crucial role in enhancing customer service.
