At a Glance
- Tasks: Be the voice of Millwall FC supporters and ensure their concerns are heard.
- Company: Join a passionate football club dedicated to its fanbase.
- Benefits: Gain experience in sports communication and community engagement.
- Other info: Opportunity to attend matches and engage with fans directly.
- Why this job: Make a real difference in the supporter experience on matchdays.
- Qualifications: Strong communication skills and a passion for football.
The predicted salary is between 27000 - 33000 £ per year.
The Supporter Liaison Officer (SLO) is Millwall FC's dedicated point of contact between the Club and its supporters.
The role safeguards and strengthens the relationship between the Club and its fanbase, ensures supporters' voices are heard in the Club's decision-making, and supports the Club's compliance with EFL and Premier League supporter liaison requirements.
The SLO sits within the Communications team and works closely with matchday operations, safety and customer service colleagues to make sure supporter issues are identified, escalated and resolved.
The role also owns the Club's supporter complaints procedure end-to-end, acting as the key point of contact to administer it and ensuring service levels are implemented and adhered to consistently across all departments.,
- Act as the Club's recognised, independent point of contact for individual supporters, supporter groups, Millwall Supporters' Club, Fan Advisory Board and away supporter representatives.
- Represent Millwall FC within the EFL and Premier League SLO network, attending league SLO meetings and briefings and keeping the Club up to date on best practice and regulatory requirements.
- Run the club's SLO X channel, liaising with upcoming opposition clubs to share key supporter information ahead of their visit, as well as sharing other key messages.
- Own and administer the Club's supporter complaints procedure, acting as the key point of contact for complaints raised across any department, from initial receipt through to resolution and close-out.
- Set, monitor and report on service levels (SLAs) for complaint handling, ensuring all departments log, respond to and resolve supporter complaints within agreed timeframes.
- Hold departments to account where service levels are not met, working with relevant heads of department to identify root causes and put corrective action in place.
- Receive, investigate and help resolve supporter queries, complaints and feedback escalated from Customer Services, ticketing and matchday staff.
- Work closely with the Safety Officer and matchday operations team on issues affecting the supporter experience, including segregation, away allocations, accessibility and crowd management.
- Champion the interests of disabled supporters, away supporters and under-represented fan groups, working with the Club's Disability Access Officer and away supporter contacts.
- Attend home fixtures and travel to selected away fixtures to remain visible and accessible to supporters, building trusted relationships on matchdays.
- Feed supporter insight into the Communications team's planning, including fan forums, consultations and surveys.
- Support the Club's compliance with EFL/Premier League SLO regulatory and reporting requirements, including record-keeping of supporter issues raised and resolved.
- Work with Communications colleagues on clear, timely supporter-facing messaging around ticketing, travel and matchday changes.
- Escalate any safeguarding or welfare concerns raised by supporters through the Club's safeguarding procedures.
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Support Liaison Officer in London employer: Millwall Football Club
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StudySmarter Expert Advice🤫
We think this is how you could land Support Liaison Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Millwall Football Club. 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 Millwall Football Club 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 Liaison Officer 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 Millwall Football Club:Your cover letter is your chance to shine! Tell us why you want to work at Millwall Football Club 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 Millwall Football Club!
How to prepare for a job interview at Millwall Football Club
✨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.
