Customer Care Manager

Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London.

Led by the late great Bill Nicholson, the Club became the first in England to win the League and FA Cup Double in 1961, and the first in the UK to win a European Trophy two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.

In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts, and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.

The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.

Tottenham Hotspur has:

• A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad.
• A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent.
• Commercial partnerships with globally recognised brands including AIA Group Limited (AIA), one of the world’s leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company.
• A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040.
• An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health, and social inclusion programmes.

The Club is seeking a Customer Care Manager to lead the Customer Care team, managing all customer interactions across the Club’s varied business areas, including third party events, and ensuring a first-class experience that reflects the innovation and excellence of it’s groundbreaking stadium.

The Club is committed to providing exceptional experiences for our customers, whether they are purchasing football and event tickets, shopping in the Spurs Shop, or visiting our attractions. Our Customer Care Team ensures customer satisfaction by handling various inquiries, including ticket queries for events and attractions, shop questions and refunds, supporter and guest feedback, and accessibility information. We seek a dedicated and experienced Customer Care Manager to lead our Customer Care Team and elevate our customer service standards.

JOB PURPOSE

The Customer Care Manager will lead the Customer Care team to handle all customer service interactions related to ticketing, membership, retail, visitor attractions, event day feedback and accessibility. The ideal candidate will develop and sustain a proactive customer-centric team function, transforming and enhancing the overall customer experience by implementing a robust customer-centric approach, while driving a culture of innovation and working alongside the Customer Service Operations Manager to continuously improve service standards to meet the evolving needs of our customers.

KEY RESPONSIBILITIES

• Lead, train, and motivate the Customer Care Team
• Foster a culture of excellence and continuous improvement, whilst inspiring the team to embody the Spurs Way
• Review and plan workforce schedule in advance, whilst ensuring all workflow is optimised to maintain service levels and efficiency.
• Track and analyse key performance insights (KPIs) such as response time, customer satisfaction scores, and issue resolution rates, using these insights to drive continuous improvement and ensure the team continues to meet or exceed targets.
• Continuously assess and refine customer service processes, implementing innovative strategies to enhance customer satisfaction and retention.
• Work with the Customer Experience Operations Manager to develop and document clear and robust onboarding and training procedures to support and increase team efficiency and quality of service, to be delivered by the Customer Care Supervisors and Team Leaders.
• Proactively identifies barriers to service delivery, using customer feedback to resolve reoccurring issues and drive actionable improvements.
• To collaborate with internal departments to ensure seamless customer interactions, and always ensuring the most up-to-date information is available to internal and external customers
• Collaborate with the Customer Experience Operations Manager to prepare regular reports on customer service activities and present findings to senior management.
• Take ownership of high risk escalated issues, to reach a resolution with minimal impact to the business reputation and brand.
• To maintain and communicate policies, procedures, or product changes to the customer care team.

PERSON SPECIFICATION

• Thinks ahead, generates innovative ideas.
• Values & respects others, builds relationships, collaborates.
• Gets things done, delivers to highest of standards, takes responsibility.
• Inspiring and motivational leader who leads with energy and enthusiasm.
• Strong problem-solving mindset focused on delivering exceptional service and resolving customer concerns efficiently.
• Adaptable and able to embrace new ideas and lead improvements to enhance the customer experience.
• Collaborative and able to build strong, respectful relationships, fostering an inclusive team environment.
• Results-driven and resilient under pressure, maintaining attention to detail and striving for excellence.

SKILLS AND EXPERIENCE

• Experience in customer service management, ideally in a fast paced, customer focused environment within sports or an entertainment environment.
• Proven leadership and coaching ability to inspire and motivate large teams to achieve high standards.
• Proven experience in transforming customer service teams.
• Strong strategic, problem-solving skills, with a data-driven approach to decision making.
• Exceptional oral and written communication and interpersonal skills, with the ability to tailor message for different audiences.
• Experience with multichannel customer service software, CRM systems (Zendesk, Salesforce), and data analytical tools.
• A passion for football and live events, and a deep understanding of fan culture and expectations.
• Demonstrated ability to implement process improvements, drive innovation and enhanced service delivery.

Safeguarding is fundamental to the success in all that we do. Whilst this role does not require a DBS check, successful candidates are to be reminded that we may review the role and the requirements at a later date which could result in various background and DBS checks.

Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, or ethnic and national origins, religion or belief, or sexual orientation.

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