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- Tasks: Enhance supporter experience through retail, ticketing, and customer service management.
- Company: Join a dynamic football club focused on supporter engagement.
- Benefits: Flexible hours, team environment, and the chance to work on matchdays.
- Other info: Great opportunity for growth in a vibrant sports environment.
- Why this job: Be the face of the club and make a real difference for supporters.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Core Working Hours: Tuesday–Friday: Core hours between 9am–4.30pm (flexible depending on operational needs) Saturday: 9am-12.30pm Matchdays: Required attendance for home fixtures.
Summary: The Supporter Services Manager is a key operational role designed to improve the supporter experience and bring structure to the club’s front-facing services. This role combines retail, ticketing, customer service, matchday support and staff coordination. It is essential to creating a more professional, resilient and supporter-focused operation across the club.
Role Purpose: The Supporter Services Manager will be responsible for the day-to-day supporter-facing operation at the club, with a key focus on retail, ticketing, customer service, supporter enquiries, matchday support and staff coordination. This role will ensure supporters receive a helpful, consistent and professional service across the club shop, phone, email, online orders, matchdays and general enquiries. The role will be based within the club shop and will work closely with the Ticketing & Retail Manager, and wider club staff to make sure retail, ticketing and supporter service operations run smoothly. The aim of this role is to improve the supporter experience while creating better structure, cover and resilience across the club’s front-facing operations.
Key Responsibilities
- Supporter Services & Customer Care: Act as a key point of contact for supporter enquiries across retail, ticketing, online orders and general club information. Ensure supporters receive clear, friendly and accurate information. Handle customer service issues, including collections, exchanges, refunds, order queries and general matchday questions. Create and maintain standard responses for common supporter queries. Identify recurring supporter issues and feed these back to the relevant team.
- Retail & Club Shop Operations: Manage the day-to-day operation of the club shop. Ensure the shop is open, staffed, clean, organised and ready for supporters. Support stockroom organisation, product replenishment and shop presentation. Oversee online order picking, packing and collections. Support product launches, kit releases and high-demand retail periods. Help maintain accurate stock processes across online and in-store sales. Ensure shop staff, casual staff and volunteers understand their tasks and responsibilities. Support improvements to retail systems, barcode scanning, POS and fulfilment processes.
- Matchday Operations: Help plan and coordinate matchday supporter-facing operations. Support matchday shop activity, queues, collections and customer enquiries. Coordinate casual staff and volunteers on matchdays. Support the ticket kiosk and ticketing team where required. Ensure staff are briefed on key matchday information, including ticketing, collections, access and supporter FAQs. Help identify operational issues before, during and after matchdays. Escalate urgent issues appropriately.
- Ticketing Support: The Supporter Services Manager will not be solely responsible for ticketing but will be trained to support key ticketing processes so the club has proper cover in place. This may include answering ticketing enquiries, supporting ticket collections and matchday ticket queries, assisting with season card FAQs, helping with order checks and supporter information, and supporting turnstile testing and basic matchday ticketing preparation where required.
- Staff & Volunteers: Coordinate shop staff and volunteers across retail and matchday operations. Help create clear rotas and matchday staffing plans. Ensure staff understand their responsibilities before each matchday or busy period. Train staff on basic shop, customer service and enquiry processes. Support a positive, organised and helpful working environment. Escalate staffing issues where required.
Skills & Experience
The ideal candidate will have experience in a customer-facing, customer service, retail, operations, hospitality, events or supporter services environment. They should be organised, calm under pressure and confident dealing with the public.
Essential:
- Strong customer service skills.
- Experience managing or supporting day-to-day operations.
- Ability to stay calm during busy or high-pressure periods.
- Good communication skills, both written and verbal.
- Strong organisational skills.
- Confidence dealing with customer enquiries and resolving issues.
- Ability to manage multiple tasks at once.
- Comfortable using digital systems.
- Able to work as part of a team and support others.
- Willingness to work matchdays, including weekends/evenings where required.
- Practical, solution-focused approach.
Desirable:
- Experience in retail management.
- Experience in sport, events, hospitality or venue operations.
- Experience managing casual staff or volunteers.
- Experience using POS, e-commerce, ticketing or customer service systems.
- Understanding of football supporters and matchday environments.
- Experience improving processes or introducing better ways of working.
Locations
Supporter Services Manager in Dunfermline, Fife employer: Dunfermline Athletic Football Club
Contact Detail:
Dunfermline Athletic Football Club Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Supporter Services Manager in Dunfermline, Fife
✨Tip Number 1
Network like a pro! Reach out to your connections in the sports and customer service sectors. Attend events, join relevant groups, and don’t be shy about asking for introductions. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the club’s values and recent initiatives. Tailor your responses to show how your experience aligns with their mission of enhancing supporter services. Practice common interview questions to boost your confidence!
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, highlight specific situations where you improved customer service or streamlined operations. This will demonstrate your practical, solution-focused approach that they’re looking for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the team and contributing to a better supporter experience.
We think you need these skills to ace Supporter Services Manager in Dunfermline, Fife
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Supporter Services Manager role. Highlight your experience in customer service, retail, and operations, as these are key to improving the supporter experience.
Showcase Your Skills: Don’t forget to emphasise your strong organisational skills and ability to stay calm under pressure. We want to see how you can handle multiple tasks and support our team during busy matchdays!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language to demonstrate your communication skills, both written and verbal, which are essential for this role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, so we can start reviewing it right away!
How to prepare for a job interview at Dunfermline Athletic Football Club
✨Know the Club Inside Out
Before your interview, make sure you research the club thoroughly. Understand its history, values, and recent developments. This will not only show your passion but also help you answer questions about how you can enhance the supporter experience.
✨Demonstrate Customer Service Skills
Since this role is all about improving supporter services, be ready to share specific examples of how you've handled customer queries or complaints in the past. Highlight your ability to stay calm under pressure and provide clear, friendly information.
✨Showcase Your Organisational Skills
The Supporter Services Manager needs to juggle multiple tasks, especially on matchdays. Prepare to discuss how you manage your time and prioritise tasks effectively. You might even want to bring a sample rota or plan you've created in a previous role.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about potential issues that could arise during matchdays or in the club shop, and be prepared to explain how you would handle them to ensure a smooth operation.