Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team to provide top-notch digital customer service for grassroots football products.
- Company: Join The FA, the heart of English football, at iconic Wembley Stadium.
- Benefits: Enjoy competitive salary, free lunches, event tickets, and hybrid working options.
- Why this job: Make a real impact in grassroots football while developing your leadership skills.
- Qualifications: Experience in managing teams and knowledge of digital customer service platforms.
- Other info: Unique office spaces and excellent career growth opportunities await you.
The predicted salary is between 35000 - 45000 £ per year.
The FA are excited to be searching for a Digital Customer Service Team Lead to join the team. The successful candidate will lead the Digital Customer Service Desk to provide excellent customer service support across all Grassroots Football digital products. The Service Desk has a national remit focusing on resolving the queries raised by users of The FA's Grassroots Digital Products, such as The Club Portal, FA Full-Time & The FA Matchday App. The team ensures the highest standards of online customer service, which is pivotal to achieving the national objective of providing digital tools to improve the customer experience.
Since its establishment in 2019, the Service Desk has resolved over 300,000 queries regarding digital products and has received over 4 million page views on its Technology Support Portal. The role will manage and oversee a team of 6-10 customer service agents; therefore, experience of successfully managing a team is essential.
What will you be doing?
- Provide first-line support to our grassroots customers to use the FA Club, Competition and County Portals, Full Time and Matchday effectively.
- Manage and coach the Grassroots Customer Service Desk team members to be an effective, high-performing customer service team.
- Manage the future recruitment, onboarding, development, and deployment of Grassroots Customer Service agents.
- Manage key changes in Grassroots Digital Customer Service, including the transition of customer service platforms and the extension of the service to support new digital products.
- Manage & oversee all content within The FA Grassroots Technology Self Service Portal.
- Develop strong working relationships with key colleagues in FA Grassroots, Digital, FAL and the Counties.
- Use JIRA to raise bugs reported into the Service Desk.
- Manage & deliver Power BI reports concerning tickets raised within the Grassroots Service Desk.
- Actively seek out AI and automated solutions to deliver resolutions at scale.
What are we looking for?
Essential for the role:
- Knowledge of the FA Grassroots Digital Product Suite.
- Working on a digital customer service platform.
- Appetite for change and innovation to drive improvement in customer service.
- Experience in successfully managing a team.
- Excellent IT skills utilising Office 365 and Microsoft Dynamics.
- Excellent customer service skills.
- Excellent interpersonal skills, particularly when dealing with problems in a fast-paced working environment.
- Strong administrative skills, especially in the effective use of a digital customer service platform (Freshdesk/Zendesk/MS Dynamics or similar).
- An understanding of The FA's Grassroots Technology offer.
Beneficial to have:
- JIRA software knowledge.
- Experience in managing change.
- A track record of successfully implementing AI and automation solutions in the digital customer service space.
- Project Management skills.
What's in it for you?
We are committed to ensuring everyone can flourish in their roles. To achieve this, we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire, which is an exceptional setting to develop and inspire high-performing England teams and leaders.
We pride ourselves on offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:
- Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encourages you to connect and learn with your colleagues and look after your mental health and well-being.
- Free, nutritious lunches at Wembley Stadium and St. George's Park.
- Free private medical cover.
- A contributory pension scheme.
- An additional 'Thank You' day's leave, volunteering days, as well as 25 days of annual leave (based on a full-time, permanent contract).
- A hybrid working model which offers greater flexibility.
How to Apply
Please click APPLY NOW to begin the application process.
Digital Customer Services Team Leader in Burton upon Trent employer: The FA
Contact Detail:
The FA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Customer Services Team Leader in Burton upon Trent
✨Tip Number 1
Get to know the company inside out! Research The FA's Grassroots Digital Products and understand their mission. This will help you tailor your approach during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with managing a team and driving customer service improvements. Use the STAR method to structure your answers and keep it relevant to the job description.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Digital Customer Services Team Leader in Burton upon Trent
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with digital customer service platforms and team management. We want to see how your skills align with the role of Digital Customer Service Team Leader!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve improved customer service or led a team to success. We love seeing quantifiable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who’s not only skilled but also passionate about grassroots football and enhancing the customer experience. Show us why you care!
Apply Through Our Website: Remember, the best way to apply is through our website. It’s straightforward and ensures your application gets to the right people. We can’t wait to see what you bring to the table!
How to prepare for a job interview at The FA
✨Know Your Digital Products
Make sure you’re well-versed in The FA's Grassroots Digital Product Suite. Familiarise yourself with the Club Portal, FA Full-Time, and Matchday App. This knowledge will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Team Management Skills
Prepare examples of how you've successfully managed a team in the past. Think about specific challenges you faced and how you motivated your team to overcome them. This will demonstrate your leadership capabilities and your ability to foster a high-performing environment.
✨Emphasise Customer Service Excellence
Be ready to discuss your approach to delivering top-notch customer service. Share any experiences where you resolved complex issues or improved customer satisfaction. Highlighting your interpersonal skills will be key, especially in a fast-paced setting.
✨Be Ready for Change and Innovation
The role requires an appetite for change, so come prepared with ideas on how to implement AI and automation solutions in customer service. Discuss any relevant experiences you have with managing change or using digital tools to enhance customer interactions.