Customer Care Manager

Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the Premier League and Women’s Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that’s always dared to push boundaries, breaking new ground and rewriting history. We offer world‑class facilities: In 2019, we opened our state‑of‑the‑art Stadium, a £1 billion landmark that’s the beating heart of North Tottenham’s transformation. More than just a football ground, it’s an engine of change — creating 4,000 jobs and injecting £300 million into the local economy every year.

The Role: You will lead the continuous improvement of our customer care experience, driving innovative service strategies that enhance customer satisfaction and retention. Working closely with key stakeholders, you’ll develop clear onboarding and operational processes that support high‑performing teams and consistent service delivery. Collaborating across the business, you’ll ensure seamless customer interactions, using insights and data to resolve recurring issues and drive meaningful improvements. You’ll take ownership of complex escalations, protect the brand, and ensure policies, procedures, and product updates are clearly communicated. This role suits an inspiring, results‑driven leader with a passion for delivering exceptional customer experiences in a fast‑paced, fan‑focused environment.

Key Responsibilities

• Leadership: 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 schedules in advance, 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.
• Collaboration: Collaborate with internal departments to ensure seamless customer interactions and always ensure the most up‑to‑date information is available to internal and external customers. Prepare regular reports on customer service activities and present findings to senior management.
• Innovation: Continuously assess and refine customer service processes, implementing innovative strategies to enhance customer satisfaction and retention. Work with key stakeholders to develop and document clear and robust onboarding procedures to support and increase team efficiency and quality of service. Proactively identify barriers to service delivery, using customer feedback to resolve recurring issues and drive actionable improvements.
• Escalations: Take ownership of high-risk escalated issues, reaching a resolution with minimal impact to the business reputation and brand.
• Policies and Procedures: Maintain and communicate policies, procedures, or product changes to the customer care team.

Personal Attributes: 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 & Experience: Experience in customer service management, ideally in a fast-paced, customer-focused environment within sports or entertainment. 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 messages for different audiences. Experience with multichannel customer service software, CRM systems, 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 enhance service delivery. Experience using Salesforce desirable but not essential.

The Tottenham Hotspur Way: Is to push harder, rise higher and forge greater. We involve, inspire and elevate one another to be our best selves, to produce exceptional on and off the pitch. Every day brings us opportunities to improve and make the impossible, possible. Our values that bind us: DREAM THE IMPOSSIBLE - Impossible made possible when we think outside the box; DARE TO CHANGE THE GAME - Relentlessly strive for glory and leave our mark on the world; DO IT OUR WAY - Win the right way, never at all costs.

Safeguarding & Recruitment Statement: Safeguarding is fundamental to the success in all that we do. The Club follows a Safer Recruitment process for all roles. Successful candidates are to be reminded they would be subject to proportionate background, DBS and reference checks as required. We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.