At a Glance
- Tasks: Shape AI-enabled customer journeys to enhance experiences and reduce contact.
- Company: Join Manchester City, a football club with a rich history and global impact.
- Benefits: Enjoy 26 days' leave, private healthcare, and flexible working options.
- Other info: Be part of a supportive culture that values growth and collaboration.
- Why this job: Make a real difference in customer service using innovative AI technology.
- Qualifications: Experience in customer experience and understanding of AI tools required.
The predicted salary is between 37800 - 46200 £ per year.
Based in Manchester, this full-time permanent role will shape how we use AI-enabled service capability to improve customer experience, strengthen automation and reduce avoidable contact. You will play a central part in making sure our customer journeys are well governed, continuously improved and designed to deliver clear, consistent support.
Within our Customer Experience and Service Support teams, we focus on making every interaction clearer, quicker and more joined up. This role will help shape how AI-supported service journeys work day to day, partnering with colleagues across Technology and Knowledge Management to improve quality, consistency and the experience people have when they contact us.
This role sits at the centre of how we use AI to improve customer service. You will own the day-to-day performance of AI-enabled customer journeys, making sure they deliver accurate, helpful and consistent support while creating a better experience for customers and reducing avoidable contact. You will monitor service and automation performance, identify patterns in customer conversations and turn insight into practical improvements. That includes refining prompts, workflows and knowledge content, supporting quality assurance, and helping prioritise new use cases and integrations that increase automated resolution and reduce manual effort.
Working closely with colleagues across Service Support, Technology and Knowledge Management, you will help ensure AI capability is introduced responsibly and adopted well by operational teams. Your work will connect governance, service design and reporting so that we continue to evolve our customer experience in a way that is effective, measurable and aligned to wider business priorities.
What You'll Bring
- Experience in customer experience, service operations or digital service improvement, with an understanding of AI-enabled or automated service tools.
- Ability to analyse service data, AI Agent and feature performance, customer conversations and feedback, then turn insight into practical, prioritised improvements to automated journeys and AI-powered tools.
- Experience working with knowledge content, service journeys or process governance to maintain quality and consistency.
- Clear and effective communication skills, with the confidence to work across Technology, Service Support and Knowledge Management teams.
- Ability to manage priorities, quality and risk in a changing environment while keeping customer outcomes in view.
- Comfortable supporting the adoption of new ways of working and helping colleagues adapt to process or technology change.
Why Choose Us
Working at Manchester City means being supported to do your best, with the flexibility and encouragement to look after your wellbeing. We are committed to helping our people learn, grow and thrive in a culture built on collaboration, openness and hard work. As part of our team, you will receive 26 days' annual leave plus a day off for your birthday, private healthcare and dental cover, and an annual discretionary bonus. You will also have access to a Health Cash Plan, Employee Assistance Programme with 24/7 GP support, and a company pension and life assurance. Manchester-based employees also benefit from free on-site parking, complimentary breakfast and lunch, and access to a range of sports and leisure clubs. You can enjoy a range of additional benefits, including cycle to work, Give As You Earn, discounted match tickets, savings in the City Store, a free City+ subscription, stadium tour discounts, and wider retail and lifestyle offers.
City Football Group promotes equal opportunities in employment and we positively welcome applications from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
All CFG recruitment communications originate from @cityfootball.com email addresses. If you receive communications from Gmail, Outlook.com or other personal email services claiming to represent CFG, please verify with the hiring team. Employment is subject to the provision of proof of eligibility to work in the UK. Due to our safeguarding promise, all UK-based CFG roles will be subject to a DBS check upon commencing employment with us. This will be either a basic, standard or enhanced check depending on the job role and responsibilities.
Customer Enablement Manager employer: City Football Group
At Manchester City, we pride ourselves on fostering a supportive and inclusive work environment that prioritises employee wellbeing and professional growth. As a PDP Performance Psychologist, you will be part of a collaborative team dedicated to developing young talent in elite football, with access to comprehensive benefits including private healthcare, generous leave, and opportunities for continuous learning. Join us in Manchester, where your expertise will directly contribute to shaping the future of aspiring athletes in a dynamic and psychologically informed setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Enablement Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at City Football Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like City Football Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Enablement Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to City Football Group:Your cover letter is your chance to shine! Tell us why you want to work at City Football Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at City Football Group!
How to prepare for a job interview at City Football Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
