Customer Care Supervisor

Customer Care Supervisor

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Contractual hours: 35
Basis: Full Time
Region: Tottenham
Date posted: 11/02/2025
Job reference: REQ00000829

Job description

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

The Club is seeking a Customer Care Supervisor to manage and provide guidance, training and real-time support to a team of Customer Care Assistants, ensuring each assistant meets all performance standards to deliver a high-quality service. They will collaborate with the Customer Care Team Leaders, and report to the Customer Care Manager. This will be for all interactions across the Club’s varied business areas, including third-party events, and ensure a first-class experience that reflects the innovation and excellence of its 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 an experienced Customer Care Supervisor to support and elevate our customer service standards. The successful candidate will report to the Customer Care Manager and will collaborate with the Customer Care Team Leaders to ensure the effective management of inbound general customer inquiries. The position will involve working irregular hours (e.g., evenings, Saturdays, Sundays, and bank Holidays), so a flexible candidate is sought.

JOB PURPOSE

The Customer Care Supervisor will be responsible for overseeing the training and support of the Customer Care Assistants, ensuring they are equipped to handle all customer service interactions related to ticketing, membership, retail, visitor attractions, event day feedback, and accessibility. The ideal candidate will be team-oriented, enthusiastic, and adaptable in a fast-paced, customer-focused environment. They must have a strong commitment to exceptional customer service, ensuring every interaction reflects the passion, energy, and spirit of the Club.

KEY RESPONSIBILITIES

• Manage a diverse team of Customer Care Assistants.
• Ensure customer enquiries, across all business areas are handled promptly, professionally, and with empathy, taking ownership of escalations to ensure they are dealt with quickly and effectively, to minimise risk to the business.
• Manage the daily team schedule, to meet the business requirements as set out by the Customer Care Manager, to always maintain Service Levels.
• Support the team effectively manage workload to ensure all enquiries via phone, email and chat are managed effectively and remain within agreed SLA.
• Ensure the needs of our accessible customers are met with sensitivity, efficiency and accuracy, with clear communication and delivery of service.
• Deliver the training requirements to the Customer Care Assistants, as established by the Customer Care Manager.
• Own and deliver Quality Assurance Processes for all Customer Care Assistants to ensure consistent performance across all agents.

PERSON SPECIFICATION

• Highly organised, methodical and proactive individual with a can-do attitude.
• High attention to detail.
• Strong problem-solving mindset focused on delivering exceptional service and resolving customer concerns efficiently.
• Adaptable and able to embrace new ideas and drive change in others.
• Personable and empathetic and collaborative with the ability 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 a contact centre and customer focused environment within sports or an entertainment environment.
• Proven coaching ability to motivate others to achieve high standards.
• Strong problem-solving skills, with the ability to deescalate complaints effectively.
• Excellent IT literacy with a data mindset.
• Exceptional oral and written communication and interpersonal skills, with the ability to tailor message for different audiences.
• Experience with multichannel customer service software.
• The ability to multi-task and turn things around quickly and effectively, without losing the efficiency of the task in hand.
• A broad understanding of fan culture and expectations.
• Demonstrated ability to implement process improvements, drive innovation and enhanced service delivery.

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

#J-18808-Ljbffr