At a Glance
- 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.
- Other info: Flexible hours and opportunities for personal growth in a vibrant environment.
- 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.
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
The FA is an exceptional employer, offering a vibrant work culture at the iconic Wembley Stadium, where employees can engage with the heart of English football. With a commitment to employee growth, competitive benefits including free lunches, private medical cover, and a hybrid working model, The FA ensures that every team member can thrive both personally and professionally while contributing to memorable sporting experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Football Association. 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 The Football Association 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 Customer Engagement Officer
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 The Football Association:Your cover letter is your chance to shine! Tell us why you want to work at The Football Association 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 The Football Association!
How to prepare for a job interview at The Football Association
✨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.
