At a Glance
- Tasks: Manage supporter journeys and ensure fair communication during ticket misuse investigations.
- Company: Join the iconic Manchester United team at Old Trafford Stadium.
- Benefits: Enjoy 25 days annual leave, wellness support, and exclusive discounts.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Make a real impact by advocating for supporters and enhancing their experience.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 27900 - 34100 £ per year.
- Location
- Old Trafford Stadium
At Manchester United, we believe that excellence on the pitch starts with excellence off the pitch.
Our team thrives in a high-performance environment, united by a shared passion for success.
We aim to elevate the standard of performance through collaboration and continuous growth, creating a space where everyone can contribute their best to our common goals.
- Supporter Escalations Executive
- Location
- Old Trafford Stadium
At Manchester United, we believe that excellence on the pitch starts with excellence off the pitch.
Our team thrives in a high-performance environment, united by a shared passion for success.
We aim to elevate the standard of performance through collaboration and continuous growth, creating a space where everyone can contribute their best to our common goals.
We work together at our iconic Manchester United offices, enabling connection and innovation as we look ahead to what we can achieve as a global football club.
We are excited to bring in passionate people who share our vision and drive for success.
The Role
As our Supporter Escalations Executive, you will play a key role in supporting the Club's mission to tackle ticket touting while ensuring supporters receive a fair, transparent and professional experience throughout the investigation and appeals process.
You will own the supporter journey for those affected by ticket misuse investigations, acting as the primary point of contact from initial communication through to resolution.
Working closely with teams across Ticketing, Supporter Services, Security, Legal and Compliance, you will ensure communications are accurate, empathetic and aligned with Club policy.
This is an excellent opportunity for someone who is passionate about delivering outstanding customer experiences, enjoys resolving complex cases, and can balance supporter advocacy with the consistent application of policies and procedures.
Key Responsibilities Include
- Managing the end-to-end supporter journey for investigations, sanctions and appeals, ensuring a consistent and professional experience.
- Delivering timely, accurate and empathetic communications that clearly explain decisions, processes and available options.
- Acting as the primary point of contact for supporters involved in anti-touting cases, responding to enquiries and managing expectations.
- Coordinating appeals and case reviews, ensuring submissions are handled fairly, thoroughly and within agreed timescales.
- Collaborating with internal stakeholders to ensure communications accurately reflect case outcomes and Club policy.
- Identifying vulnerable or exceptional circumstances and escalating cases where appropriate.
- Maintaining accurate case records and ensuring compliance with data protection requirements and internal procedures.
- Monitoring supporter feedback and identifying opportunities to improve processes, communications and the overall supporter experience.
- Supporting the development of communication templates, guidance materials, FAQs and self-service content.
- Tracking and reporting on key performance measures, including response times, appeal turnaround times and supporter satisfaction.
- Building trust and confidence in the Club's processes by ensuring every supporter is treated with fairness, empathy and respect.
- The Person
- Experience in a customer service, supporter services, complaints, case management or customer relations role.
- Excellent written and verbal communication skills, with the ability to explain complex decisions clearly, professionally and empathetically.
- Proven experience managing sensitive or challenging conversations while remaining calm, objective and solution-focused.
- Strong organisational skills with the ability to manage multiple cases and competing priorities effectively.
- Excellent attention to detail and the ability to apply policies consistently while balancing supporter advocacy.
- Experience working collaboratively with a range of stakeholders.
- Confidence using CRM or case management systems to maintain accurate records and manage cases efficiently.
Our Values
- Badge – Earn the badge, every day. Respect our history and heritage. Be best in class and deliver to the standards expected of Manchester United. No one is bigger than the club.
- Bravery – Be bold, be brave, and take calculated risks. Do things differently and innovate. Lead by example and do what’s right for the club, even when it’s hard.
- Spirit – Embody the spirit of Manchester United. Show strength of character, act with passion, and fight back, no matter what.
What We Offer
At Manchester United, we recognise that our people are at the heart of our success.
That’s why we offer a range of rewards designed to support your professional and personal well‑being:
- Annual Incentive Scheme to reward your dedication and hard work
- 25 days annual leave (plus bank holidays) and an opportunity to purchase additional holiday days
- Electric Vehicle scheme via Octopus and cycle to work scheme
- Simplyhealth Cash Plan: Supporting you with your everyday healthcare needs
- Wellness Support with access to mental health resources, digital health checks, and nutritionists through Aviva Digicare+ Workplace
- Exclusive Discounts through our United Rewards platform, giving you access to exclusive deals from the club and partners
- Gym Facilities in our onsite locations and opportunities for regular social events and team-building activities
- Enhanced family Leave Benefits and policies
- Enhanced Career Development with access to professional learning platforms like Linked In Learning, and internal training programs
- A Supportive Work Environment that values diversity, equity and inclusion, and individual growth
- Our Commitment To You
We believe that a diverse and inclusive environment makes us stronger.
We are committed to building a team where everyone feels welcomed, valued, and empowered to contribute their unique perspectives.
Diversity, equity, and inclusion sit at the core of our recruitment strategy, and we welcome applicants from all backgrounds.
Manchester United is committed to safeguarding children and vulnerable adults, and as part of this commitment, all candidates will undergo a Disclosure and Barring Service check and reference checks.
If you need any adjustments to help you perform at your best during the recruitment process, please contact us, and we will be happy to discuss them with you.
It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK.
You should make yourself aware of how immigration laws apply to you before applying for any of our roles.
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Support Escalations Executive in Manchester employer: Manchester United
At Manchester United, we pride ourselves on being an exceptional employer, fostering a high-performance culture that prioritises collaboration and continuous growth. Working at our iconic Old Trafford Stadium, you will have the opportunity to make a meaningful impact on the wellbeing of young players while benefiting from a diverse and inclusive environment that values your unique contributions. We are committed to your professional development, offering tailored support and resources to help you thrive in your role as a Casual Girls Academy Wellbeing Officer.
StudySmarter Expert Advice🤫
We think this is how you could land Support Escalations Executive in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Manchester United. 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 Manchester United 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 Support Escalations Executive in Manchester
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 Manchester United:Your cover letter is your chance to shine! Tell us why you want to work at Manchester United 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 Manchester United!
How to prepare for a job interview at Manchester United
✨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.
