At a Glance
- Tasks: Provide top-notch customer support and resolve inquiries for sports collectibles enthusiasts.
- Company: Join Fanatics, a leading global digital sports platform with a passion for fan engagement.
- Benefits: Flexible remote work, competitive pay, and opportunities for personal growth.
- Other info: Dynamic team environment with room for creativity and innovation.
- Why this job: Be the voice of Fanatics Collectibles and connect with fellow sports fans daily.
- Qualifications: Customer service experience and a love for sports or collectibles are a plus.
The predicted salary is between 20700 - 25300 £ per year.
About Us
Fanatics is building a leading global digital sports platform.
We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet.
Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and i Gaming platform.
Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores.
Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.
About the Team
Fanatics Collectibles is a new company operating at the intersection of collectibles, culture, and technology.
Backed by world-class investors, operators, and sports & entertainment partners, we are building the global leader in next-generation collectibles.
As part of the broader Fanatics ecosystem, we leverage a digital sports platform that spans over 900 sports properties and engages more than 81 million fans.
Together, we are reimagining every part of the collectibles experience for fans, partners, and creators.
Role Summary
Customer Services Advisors act as a liaison between Fanatics Collectibles and our consumers as a single point of contact to all customer inquiries regarding products, policies, and services available.
This role reports directly to the Customer Service Manager.
Responsibilities
- Provide exceptional customer support by acting as the primary point of contact for Topps customers, resolving enquiries across products, orders, accounts, and services.
- Deliver a high standard of customer service through multiple communication channels, including email, live chat, phone, and other supported platforms.
- Create positive customer experiences by using sound judgement, taking ownership of issues, and delivering timely, accurate, and customer-focused resolutions.
- Respond to customer enquiries in a professional, compliant, and empathetic manner while meeting service level expectations and company policies.
- Represent Topps and Fanatics Collectibles professionally, acting as a brand ambassador in every customer interaction.
- Build trust and long-term relationships with customers through clear communication, product knowledge, and consistent service.
- Develop and maintain a strong understanding of Topps products, promotions, and internal processes to provide accurate guidance and support.
- Collaborate with cross-functional teams to investigate and resolve customer issues, escalating cases where appropriate to achieve the best possible outcome.
- Accurately document customer interactions and maintain detailed case records in internal systems.
- Support continuous improvement by identifying recurring customer issues, providing feedback, and contributing to process enhancements.
- Carry out additional duties and projects as required to support the Customer Support team and wider business.
Skills and Experience
- Passionate about delivering exceptional customer service with a customer-first mindset.
- Previous experience in a customer service or customer support role (1–2 years preferred).
- Experience as a collector, sports fan, or within the auction industry is highly advantageous, bringing an understanding of the passion, emotion, and trust customers place in acquiring rare, valuable, and highly sought-after items
- Excellent written and verbal communication skills in English, with a high standard of grammar and spelling.
- Strong interpersonal skills with the ability to build rapport and communicate effectively with customers and colleagues.
- Excellent listening skills with the ability to demonstrate empathy, exercise sound judgement, and proactively resolve customer enquiries.
- Ability to work independently and collaboratively within a fast-paced, high-volume customer support environment.
- Strong organisational and time management skills, with the ability to prioritise workload and meet service level expectations.
- Effective problem-solving skills with a keen attention to detail and the ability to manage multiple tasks simultaneously.
- Adaptable, resilient, and solution-oriented, with the confidence to think creatively and embrace change.
- Comfortable using customer service platforms and CRM systems; experience with Shopify, Genesys Cloud, Kustomer, or similar systems is advantageous.
- Proficient in Microsoft Office applications, including Word and Excel.
- Flexible and willing to work a variety of shifts, including evenings and weekends.
The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.
Subject to applicable laws, Fanatics Collectibles may choose to run a background check.
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.
Fanatics never seeks payment from job applicants.
Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics. com).
For added security, where possible, apply through our company website at www. fanaticsinc. com/careers
By submitting your application, you agree to our terms of service and acknowledge you have read our
Candidate Privacy Policy.
Customer Service Advisor II (Remote UK) in London employer: FANATICS COLLECTIBLES
Fanatics Collectibles is an exceptional employer, offering a dynamic work environment in the heart of Greater London. With a strong focus on employee growth and development, we provide ample opportunities for advancement within the eCommerce sector. Our collaborative culture fosters innovation and creativity, ensuring that every team member plays a vital role in delivering an outstanding shopping experience for our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor II (Remote UK) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FANATICS COLLECTIBLES. 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 FANATICS COLLECTIBLES 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 Service Advisor II (Remote UK) in London
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 FANATICS COLLECTIBLES:Your cover letter is your chance to shine! Tell us why you want to work at FANATICS COLLECTIBLES 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 FANATICS COLLECTIBLES!
How to prepare for a job interview at FANATICS COLLECTIBLES
✨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.
