Platform Coordinator

Role: Platform Coordinator (Contact Centre)Salary: £32,000 – £40,000 per annum Hours: 35 hours per week plus all home match days (time in lieu after 5 matches)Location: American Express Stadium, Brighton BN1 9BLContract Type: Permanent Deadline Day: 13th February 2025 About Brighton & Hove Albion FC We compete at the highest levels of football on a global stage while embracing our Sussex community spirit. At the heart of everything we do is our commitment to high performance, professional excellence, and making a positive impact. Play a pivotal role in keeping everything running smoothly in our contact centre This role within our ticketing team will manage all aspects of the Club’s contact centre system, Genesys Cloud, including inbound and outbound email, voice, webchat, chatbot services, and the knowledge base, ‘Ask Albion.’ Through regular maintenance and in-depth analysis, you will optimise system performance to ensure seamless and efficient support for the department. Additionally, you will drive innovation by introducing new communication channels, expanding automation, and enhancing self-service options, keeping the Club at the forefront of technical advancements and improving the overall fan experience. Do you have what it takes The successful candidate will have previous knowledge of contact centre management systems, alongside experience with bots and knowledge base tools. You should be proficient in setting up IVR flows and competent in report building. Strong communication skills and the ability to remain calm under pressure are essential for success in this role. Our values are essential to our success Our values serve as guiding principles for how we connect with one another, our fans, partners and sponsors. As a club, we embody these values in everything we do: – Treat People Well – Exceed Expectations – Aim High – Act with Integrity – Make it Special How we say thank you In appreciation for your hard work and dedication, we are pleased to offer you a range of additional benefits, including but not limited to: – Complimentary breakfast and lunch on both sites – 23 days annual leave, rising with length of service (pro rata for part-time staff) – Rewards platform, which includes access to 900+ retailers, a wellbeing centre and more. – Access to a gym and padel court at our training ground – Employee assistance programme. – Priority access to match tickets and access to free WSL tickets for 2024/25 season. – In-house training programme and CPD opportunities. – Exclusive discounts and benefits from our partner and local businesses. Our commitment to EDI We take pride in being an equal opportunity workplace that reflects the diversity of our society and the world around us. Our core values foster a strong ethical culture, enabling us to meet the needs of our diverse audience, both on and off the pitch. We welcome applications from individuals of all backgrounds, regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage or civil partnership. Please get in touch if you require any reasonable adjustments to support your application. Safeguarding is part of everything we do We are committed to safeguarding and promoting the welfare of children, young people and adults at risk. We expect all colleagues and volunteers to share this commitment. Application Process: This position is UK-based and requires proof of the right to live and work in the UK. All job offers are conditional upon background checks, including a full 3-year reference history, DBS checks, and verification of your eligibility to work. Please note, we do not sponsor applicants without the right to work in the UK. To submit your application for this exciting Platform Coordinator role, click ‘apply’ now. Applications close on the 13th February 2025