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- Tasks: Engage with guests, resolve queries, and support event day operations at Wembley Stadium.
- Company: Join The FA, the heart of English football, in a dynamic role.
- Benefits: Enjoy free lunches, event tickets, and a hybrid working model.
- Why this job: Be part of an iconic venue and enhance fan experiences every day.
- Qualifications: Customer service experience and a passion for football are essential.
- Other info: Flexible hours and opportunities for personal growth in a vibrant environment.
The predicted salary is between 28800 - 43200 £ per year.
It's everyone's stadium... The FA are excited to be recruiting a Customer Engagement Officer to join the team. Reporting to the Senior Customer Engagement & Accessibility Manager, the post-holder will deliver world-class, day-to-day customer engagement services for The FA and Wembley Stadium, maintaining the highest standards and ensuring the best possible user experience across all relevant communication channels, while working proactively with key stakeholders.
On event days, the role will proactively support the Wembley Crowd Safety Team to ensure stadium-wide compliance, assist the Ticketing Operations team with ticketing for guests with access requirements, and support the event day Customer Engagement Team with the resolution of guest enquiries.
What will you be doing?
- To be the first point of contact for day-to-day queries for guests for all events.
- Guide guest enquiries, triage complaints, and bring them to a successful resolution.
- Provide a dedicated service to guests with access requirements for all applicable events, including assisting with queries and staffing the disabled access ticketing and helpline.
- Work with the Senior Customer Engagement & Accessibility Manager and wider team to plan, execute and deliver the event day customer engagement strategy, including responsibility for HR and Payroll processes as needed.
- Provide proactive customer support via digital communication channels (Freshdesk, Chatbot, social channels and FA Group websites), ensuring all online knowledge databases are fully up to date.
- Deliver customer contact functionality across Freshdesk, Chatbot and Disabled Access ticketing and helpline.
- Provide MD-1 and MD support in the delivery of Wembley Stadium events and all England Senior Men's and Women's Matches, including on-the-road events, as required.
- Support the delivery of fan engagement activities for England matches.
- Support the continued evolution of The FA's Customer Engagement and Membership programmes to become a primarily digital service.
- Provide out-of-hours support where required.
- Assist the event day Customer Engagement Team to ensure a seamless delivery of event day customer solutions.
- Execute additional tasks as required to meet the FA's changing priorities.
- Comply with all company policies and procedures to ensure that the highest standards of health, safety, and well-being can be maintained.
As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.
What are we looking for?
Essential for the role:
- Previous experience in a customer-facing role.
- A keen interest in football alongside knowledge and understanding of the industry at all levels.
- Website content management and social media tools experience.
- Significant administration experience.
- Flexible approach to working hours.
- Proficient in Microsoft Office.
- Experience of matchday/event day work.
Beneficial to have:
- Contact centre experience would be desirable but not essential.
- Experience with online community management.
- Experience using social media for business purposes.
- Experience with a ticketing system.
- Experience of disabled access.
- Experience of working in a constantly changing environment and having to adapt appropriately.
- Experience of working with an ADR service, such as STAR or the IFO.
- Knowledge of IVR systems.
What's in it for you?
We are committed to ensuring everyone can flourish in their roles. We offer unique office spaces under the arch of Wembley National Stadium, the home of English Football, and access to the Elite Performance Centre, St. George's Park in Staffordshire. We pride ourselves on offering a competitive salary and a range of benefits, including:
- Access to event day tickets at Wembley Stadium and regular internal events.
- Free, nutritious lunches at Wembley Stadium and St. George's Park.
- Free private medical cover.
- A contributory pension scheme.
- Additional 'Thank You' days leave, volunteering days and 25 days annual leave (based on a full-time contract).
- A hybrid working model offering greater flexibility.
For more information on what it is like to work at The FA, please visit our FA Careers page. Currently, we are working within a hybrid model with partial on-site work expected and some remote work. The contractual location of this role can be found on the FA Careers page. The FA is an equal opportunities employer and welcomes applications from everyone. If you have any specific requirements regarding the recruitment or interview process, please mention this during your application.
Customer Engagement Officer employer: The Football Association
Contact Detail:
The Football Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Engagement Officer
✨Tip Number 1
Get to know the company! Research The FA and Wembley Stadium, their values, and recent events. This will help you tailor your conversations and show genuine interest during interviews.
✨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.
✨Tip Number 3
Prepare for situational questions! Think about how you'd handle customer queries or complaints, especially in a fast-paced environment like Wembley. Use the STAR method to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After interviews, send a quick thank-you email expressing your appreciation for the opportunity. It keeps you on their radar and shows your enthusiasm for the role.
We think you need these skills to ace Customer Engagement Officer
Some tips for your application 🫡
Show Your Passion for Football: When you're writing your application, let your love for football shine through! Mention any relevant experiences or knowledge you have about the industry. We want to see that you're not just looking for a job, but that you're genuinely excited about being part of the football community.
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Engagement Officer. Use keywords from the job description to show us that you understand what we're looking for and how you can contribute to our team.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see why you're a great fit for the role by presenting your information in a clear manner.
Apply Through Our Website: Don't forget to submit your application through our official website! This ensures that we receive all your details correctly and helps us keep track of your application. Plus, it shows us that you're serious about joining our team at The FA.
How to prepare for a job interview at The Football Association
✨Know Your Stuff
Make sure you brush up on your knowledge of The FA and Wembley Stadium. Understand their values, recent events, and customer engagement strategies. This will show that you're genuinely interested and prepared to contribute.
✨Showcase Your Customer Skills
Prepare examples from your previous roles where you've successfully handled customer queries or complaints. Highlight your ability to resolve issues and provide excellent service, especially in a fast-paced environment like event days.
✨Be Tech-Savvy
Familiarise yourself with the digital communication tools mentioned in the job description, like Freshdesk and social media platforms. Being able to discuss how you've used similar tools in the past will give you an edge.
✨Flexibility is Key
Since the role requires a flexible approach to working hours, be ready to discuss your availability and willingness to adapt. Share any experiences where you've successfully managed changing priorities or worked outside of standard hours.
