Customer Services Lead (12mth FTC), Greater London

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Customer Services Lead (12mth FTC), Greater London

Client:

The Football Association

Location:

Greater London, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

ab4f3a06681e

Job Views:

7

Posted:

03.03.2025

Expiry Date:

17.04.2025

Job Description:

Have the digital world at your feet

A centralised customer services function is an important component of The FA’s 2024-2028 Strategic Objectives, ensuring we are able to provide excellent experiences for participants across the game.

A Customer Services Lead will be responsible for driving organisation-wide transformation and alignment of customer service capabilities and SLAs, supporting divisional leads through:

1. Technology deployment and standardisation.
2. Process enhancement and standardisation.
3. Provision of training.

As Customer Services Lead, responsibilities include:

Planning and co-ordination:

1. Establishing governance of a 12-month customer service project (e.g., customer service steerco).
2. Co-ordinating a cross-functional working group with all divisional customer service leads; Grassroots, FA Education, Wembley, Club Wembley, Football Operations, Digital Technology.
3. Creating a shared vision for customer services across The FA.
4. Building a 12-month project plan to improve customer service.

Customer service delivery enhancement:

1. Understanding who our customers are and identifying their needs (e.g., via segmentation).
2. Driving standardisation of customer service processes, ensuring more effective ticketing, triaging and query resolution.
3. Seeking process, people and technology efficiencies.
4. Agreeing on enterprise-wide metrics and SLAs (recognising divisional nuances where appropriate).
5. Providing training to divisional leads and their teams.
6. Identifying potential interventions able to drive progress and creating business cases to assess impact.

Technology/Digital Technology alignment:

1. Feeding into the long-term plan for customer service technology/AI.
2. Determining the path forward for a single customer services platform tender.

Other:

1. Executes additional tasks as required in order to meet FA Group changing priorities.
2. Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.
3. 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.

Please note this is a 12-month role, the long-term operating model is yet to be determined.

What are we looking for?

Background:

1. Proven experience in a customer service role, including supervisory/lead responsibilities.
2. Proven experience in leading a transformation of a service function.
3. Strong leadership and team management skills.
4. Strong capabilities in change management.

Collaboration and Partnering:

1. Proven skill in stakeholder management – both internal and external (may need to work with technology partners).
2. Capable communicator at all levels of an organisation.

Technology skills:

1. Knowledge of customer service technology (e.g., Freshdesk).
2. Proficiency in customer service software.
3. Ability to use technology to present outputs.

Presentational skills:

1. Attention to detail and pride in the presentation of outputs.
2. Ability to effectively communicate outputs to senior stakeholders across the organisation.

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 in 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:

1. Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season encouraging you to connect and learn with your colleagues and look after your mental health and wellbeing.
2. Free, nutritious lunches, at Wembley Stadium and St. George’s Park.
3. Free private medical cover.
4. A contributory pension scheme.
5. An additional Thank You days leave, volunteering days as well as 25 days annual leave.
6. A hybrid working model offering greater flexibility.

Our Organisation

The Football Association (The FA) is the not-for-profit governing body of football in England. It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and generates significant revenue to support investment into English football each year.

The FA oversees England international teams across men’s, women’s, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup and Women’s Adobe FA Cup, and the world-class facilities of Wembley Stadium and St. George’s Park, all with a purpose to Unite the Game and Inspire the Nation.

We currently work within a hybrid working model whereby the expectation is to work from your contractual location for part of the week, and as and when required by the team. The remaining days can be worked remotely. We will continue to monitor this model and it may be adjusted in future if deemed necessary.

Your contract with The FA will specify a fixed location of Wembley Stadium or St. George’s Park unless the role is advertised as a home-based contract. The contractual location of this role can be found at the top of this advert on our FA vacancy page.

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