Supporter Services Team Manager

Overview

We are looking for an experienced Supporter Services Team Manager to lead our team of advisers in delivering outstanding fan and customer experiences. This role is at the heart of ensuring that every supporter interaction reflects the highest standards of service, while driving team performance, continuous improvement, and operational efficiency.

What you will be doing

• Lead, motivate and develop a team of advisers to achieve service excellence.
• Manage attendance, conduct and performance in line with The Club’s policies to deliver KPIs and service targets.
• Ensure every supporter receives an excellent fan experience across match days, events, and non-match days.
• Support the team in delivering first contact resolution.
• Liaise with colleagues across The Club to ensure smooth operations.
• Maximise team utilisation and productivity, supporting sales and service activity where required.
• Drive continuous improvement initiatives to enhance service standards, cost efficiency and customer satisfaction.
• Conduct regular 1:1 reviews, set SMART objectives, and support personal development.
• Oversee quality monitoring of all adviser interactions, providing coaching and feedback.
• Resolve escalated complaints professionally and effectively.
• Recruit, onboard and train new team members, including permanent and casual advisers.
• Ensure compliance with GDPR, PCI, cash handling, security and Health & Safety standards.
• Provide management information (MI) and reports as needed.
• Deputise for the Senior Manager – Supporter Services when required.

Who are we looking for?

We are seeking applicants with strong leadership and line management experience, who can inspire, motivate, and engage teams to achieve their best. The ideal candidate will have a proven background in a multi-channel, multi-skilled contact centre environment, along with excellent communication skills and the ability to engage effectively at all levels. A customer-focused mindset and a passion for delivering outstanding service are essential, as are strong Microsoft Office skills and digital literacy. We value individuals who are confident in challenging existing practices and driving continuous improvement. Flexibility, adaptability, and a genuine motivation for working with people are key, as is a professional, polite, and approachable manner.

Why should you apply?

You’ll play a key role in shaping the supporter experience, leading a motivated team, and making a real impact across The Club. If you’re passionate about leadership and customer service, this is your chance to be part of something special.

This is a full-time role working 35 hours per week. Your main base will be Anfield Stadium.

To reward your hard work and commitment we offer a competitive salary, 25 days holiday (plus 8 bank holidays and the option to purchase up to an additional 5 days) and a contributory pension scheme.

You will have access to our benefits kit bag where you can get high street discounts, and a selection of benefit schemes you can join. There are opportunities to get involved with volunteering through our LFC Foundation to give back to the local community.

About equality, diversity and inclusion

At Liverpool Football Club, we have an unwavering commitment to equality, diversity and inclusion and are always looking to making a positive difference in the communities that we operate within. We are proud of our achievements in this area; maintaining the Premier League Equality Standard Advanced Level, becoming a founding signatory of the Football Association’s Football Leadership Diversity Code and being recognised as a leader in this important area on and off the pitch. We take our responsibilities in this area seriously and through the work being done across the club, we are committed to increasing the diversity of our people and becoming an increasingly inclusive workplace for all. We are committed to hiring great people representative of diverse backgrounds, perspectives, and skills across our entire business. If you share our enthusiasm and passion for inclusivity, then we want to hear from you.

Liverpool FC is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all Colleagues and Volunteers to share this commitment.

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