At a Glance
- Tasks: Deliver top-notch customer service across various channels, focusing on ticketing support.
- Company: Join the iconic Tottenham Hotspur, a club with a rich history and global fanbase.
- Benefits: Flexible shifts, inclusive environment, and the chance to work in a vibrant sports culture.
- Other info: Opportunities for growth in a dynamic and supportive environment.
- Why this job: Be part of a team that connects fans to their passion for football.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 22000 - 26000 £ per year.
Who Are We
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 are at our brightest when we’re all together. Our club, our teams, our community. We are entering a new era at Tottenham with a new club strategy, new leadership, and a focus on putting our fans at the heart of everything we do as we continue to strengthen our connection with our DNA, our home, and each other.
We’re at our brightest when we’re all together. Our Club, our teams, our community.
Role Purpose
To provide comprehensive and high level customer service to all supports and patrons, across a range of mediums, with a strong focus on ticketing assistance.
Key Responsibilities
The post holder will:
- Provide first class customer service and share workload when handling enquiries via telephone, email, chat and in person, concerning Tickets, Retail, Visitor Attractions and Matchday, to represent the Club in a positive manner within agreed service levels.
- Be target driven and responsible for individual performance, such as First Contact Resolution.
- Resolution (FCR) targets with the aim to reduce the number of queries that need to be escalated.
- Proactively assist customers with enquires using The Club's communication channels. (Telephone Line/Email and Live Chat)
- To respond to complaints in an efficient and constructive way, looking for solutions and ensure solutions meet customer service expectations.
- Ability to build strong working relationships (internal/external).
- The role will involve the requirement to work shifts which may include early starts, late finishes, weekends, bank holidays and matchday/concert working.
Person Specification
Qualifications / Training
- Experience of working within a customer service team (call centre or within a retail environment) with experience of complaints handling.
Skills & Experience
- Excellent and proven face-to-face customer service skills, including strong written and verbal communication skills.
- Has innovated and delivered initiatives to improve the customer service experience.
- Exceptional oral and written communication skills, tailoring own style according to audience.
- The ability to compose unique correspondence in a pressured environment.
- Excellent general IT literacy.
Personal Attributes
- Thinks ahead, generates innovative ideas.
- Values & respects others, builds relationships, collaborates.
- Gets things done, delivers to highest of standards, takes responsibility.
- Excellent communication and interpersonal skills.
- Committed, hardworking, with a flexible attitude.
- Empathetic, values & respects others, builds relationships, collaborates.
- Able to work under pressure whilst maintaining standards and a positive attitude.
- High attention to detail.
- Highly organised, methodical, proactive and self-sufficient.
- Committed to Equality & Diversity.
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.
Reasonable Adjustments
We are committed to providing an inclusive and accessible recruitment process and will make reasonable adjustments at any stage of the application or interview process to support candidates with disabilities or specific needs. Please let us know if you require any adjustments so that we can ensure you have a fair and positive experience.
Please note that we reserve the right to close this vacancy early should we receive a high volume of applications or due to business needs, so early applications are encouraged.
#J-18808-LjbffrCustomer Care Agent in London employer: Tottenham Hotspur Football Club
Total Spurs Football Club is an exceptional employer, offering a dynamic remote-first work environment where innovation thrives. Our agile team culture fosters collaboration and creativity, providing employees with ample opportunities for professional growth while contributing to our mission of excellence in football. Join us to be part of a passionate community dedicated to winning matches and trophies, all while enjoying the flexibility and support that comes with working remotely.
Contact Details:
Tottenham Hotspur Football Club Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Agent in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tottenham Hotspur Football Club. 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 Tottenham Hotspur Football Club 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 Care Agent in London
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 Tottenham Hotspur Football Club:Your cover letter is your chance to shine! Tell us why you want to work at Tottenham Hotspur Football Club 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 Tottenham Hotspur Football Club!
How to prepare for a job interview at Tottenham Hotspur Football Club
✨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.
