At a Glance
- Tasks: Engage with fans, handle enquiries, and enhance supporter experiences at QPR.
- Company: Join the passionate team at Queens Park Rangers Football Club.
- Benefits: Enjoy private health insurance, discounted merchandise, and 25 days annual leave.
- Other info: Collaborative culture with opportunities for personal development and growth.
- Why this job: Be the voice of supporters and make a real impact in the football community.
- Qualifications: Customer service experience and a passion for football are essential.
The predicted salary is between 30000 - 40000 £ per year.
Reporting to the Head of Fan Engagement, the role of Supporter Liaison Officer is a vital part of the Marketing and Supporter Relations teams at QPR. The role will provide a customer focused service within a fast paced and busy environment, ensuring a friendly, helpful and knowledgeable service for the wider fanbase and visiting supporters.
Key objectives of the role:
- Encouraging open, respectful, and supportive engagement between QPR supporters and the club, helping to strengthen relationships, enhance mutual understanding, and promote positive experiences for both home and visiting fans.
- Supporter Communication: Serve as the primary, accessible and approachable point of contact for home and visiting supporters. Handle enquiries, feedback and matchday arrangements.
- EFL Club Liaison: Engage in regular contact with fellow Supporter Liaison officers at other Championship and EFL clubs throughout the season. Foster positive working relationships, share best practice and collaborate to support the effective management of visiting supporters.
- Act as a trusted advocate for supporters within the club, ensuring supporter perspectives and feedback are actively and effectively represented and considered in key decision making processes.
- Work collaboratively across internal departments to support, continuing to help strengthen the relationship between the club and its fanbase.
- Act as the club's point of contact for communication with supporters.
- Represent the club and often lead at supporter group meetings, which include, but are not limited to: Supporter Advisory Board (QPR SAB) meetings, Disabled Supporter Association (QPR DSA) meetings, and seasonal Fans' Forums.
- In addition to being the club's SLO, also being the club's Disability Access Officer (DAO). Liaise with relevant outside organisations and internal departments to ensure the club is providing the best possible service to disabled supporters.
- Assist the clubs Marketing department with events and activations, which include, but are not limited to: Junior Hoop events, family focused matchdays, the Academia Fan Zone on a matchday, Fan Forums and Season Ticket Holder/Member events.
- Look after the club's activations around the EFL Family Excellence Award twice seasonal mystery visits.
- Ensure all relevant departments are aware and are actively working to ensure the highest level of excellence on a matchday.
- Provide support and advice to all relevant departments if requested.
- Provide a follow up report to the Commercial Director and Head of Fan Engagement once issued by the EFL.
About The Candidate
What are we looking for?
- An enthusiastic, confident and outgoing individual with a passion for football and customer service.
- Previous experience in customer service settings is desirable, alongside knowledge of the EFL and football.
- Strong written and verbal communication skills.
- Strong interpersonal skills and communication skills.
Nice to have:
- Previous experience working in a footballing environment.
- Previous experience working in a customer facing role.
Who you are?
- A genuine team player.
- Demonstrates genuine care and a people first approach when supporting customers.
- Someone with a professional "can do" attitude with strong organisational and administrative skills as well as a high level of confidentiality.
- An innovator - you continuously think of improvements and new ways of working.
- Hardworking, enthusiastic and committed.
- Receptive to feedback about own behaviour, strengths, and areas for improvement.
- Loyal, committed and detail oriented.
About The Club
What can we offer you?
- Private health insurance, Death in Service and Income Protection (once you pass your probation).
- Discounted QPR merchandise and season tickets, free staff matchday tickets.
- Learning and Development opportunities.
- An inclusive and collaborative working culture.
- 25 days of annual leave + bank holidays.
Safeguarding
Queens Park Rangers Football Club is committed to safeguarding and promoting the welfare of children and vulnerable adults. We are committed to safer recruitment throughout the Club. An enhanced DBS check is a requirement of the role.
This job description is intended as a guide to the main responsibilities and is not intended to restrict any individual in the performance of other duties as required by the Company.
Supporter Liaison Officer employer: Job Search Place Limited
Queens Park Rangers Football Club is an exceptional employer, offering a vibrant and inclusive work culture that prioritises personal development and team spirit. As a Supporter Liaison Officer, you will enjoy benefits such as private health insurance, generous annual leave, and opportunities for learning and development, all while playing a crucial role in enhancing the fan experience in a dynamic football environment.
StudySmarter Expert Advice🤫
We think this is how you could land Supporter Liaison Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. 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 Job Search Place Limited 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 Supporter Liaison Officer
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 Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited 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 Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨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.
