Online Customer Service Advisor

Join the Legacy and Future of West Ham United. Founded in 1895, West Ham United is a club that blends rich tradition with a forward-thinking approach, creating an exciting, ever-evolving football culture. Based in the heart of London, we proudly call the London Stadium home — a state-of-the-art venue with a capacity of 62,500, making it one of the largest in the country. We are also dedicated to providing the most affordable Premier League tickets in London, championing Accessible Family Football for all.

Our women's team, achieving professional status in 2018, has soared to new heights in the Women’s Super League and reached the prestigious FA Cup final. Meanwhile, our cutting-edge Academy, which opened in 2019, is nurturing future stars, producing first-team players like Declan Rice and Ben Johnson. With ongoing improvements to the stadium, including the iconic Billy Bonds Stand, West Ham is constantly evolving, making sure our fans experience the best in matchday atmosphere and comfort. We are also incredibly proud to hold the Disability Confident Leader status, reflecting our dedication to inclusivity and accessibility.

As we continue to grow, so does our workforce. With a dedicated team of 300 core staff and 500 event and Foundation employees, West Ham United offers a truly unique working environment. We’re especially proud to have been awarded the Premier League’s Advanced Equality, Diversity, and Inclusion Standard in 2023 — our second consecutive recognition — underlining our ongoing commitment to fostering an inclusive, diverse, and dynamic workplace.

Why Join Us?

• Diversity & Inclusion: We believe a diverse team drives creativity and strengthens performance. We welcome applicants from all backgrounds and identities to apply.
• Health & Wellbeing: We are committed to protecting the physical and mental health of our staff, ensuring a balanced and supportive work environment.
• Career Growth: As part of a premier football club, you will have opportunities to grow and innovate in an exciting and fast-paced environment.

If you’re ready to bring your passion for customer service and football to one of the world’s most iconic clubs, apply now!

The Role

An exciting opportunity has arisen to join the West Ham United Retail Department as a Customer Service Advisor within our Online Customer Service Team. This is a pivotal role in delivering a first-class experience to our fans and customers, ensuring they receive excellent service at every touchpoint.

You will be the first point of contact for online customer enquiries, handling orders, returns, and delivery issues efficiently and professionally. This role requires strong communication skills, a problem-solving mindset, and the ability to thrive in a fast-paced, high-pressure environment — especially during key retail periods such as kit launches, Black Friday, and Christmas.

Key Responsibilities:

• Provide outstanding customer service via phone, email, and social media.
• Efficiently resolve customer queries, complaints, and issues, ensuring positive outcomes.
• Process online order returns, exchanges, and refunds.
• Liaise with the e-commerce and fulfilment teams to manage customer orders and stock movements.
• Communicate with courier partners to resolve delivery queries and issues promptly.
• Support customer enquiries from both online and in-store channels.
• Assist in the development and implementation of customer service policies.
• Contribute to customer service reporting and continuous improvement initiatives.
• Analyse customer contact reasons and provide actionable insights.
• Support matchday and peak retail operations to ensure fans receive a ‘Best in Class’ service.
• Work flexibly across the Retail Department, supporting the Stadium Store, Online Despatch, and Warehouse as required.

If you are passionate about customer service, thrive in a fast-paced environment, and would love to be part of the West Ham United family, we would love to hear from you.

Requirements

Essential Experience And Qualifications:

• Previous experience in an online customer service or logistics role.
• Proven track record of delivering excellent customer service.
• Excellent spoken and written communication skills.
• Experience working with courier companies and resolving delivery issues.

Key Skills And Attributes:

• Strong organisational, planning, and analytical abilities.
• Confident decision-maker with excellent problem-solving skills.
• High attention to detail and ability to manage multiple tasks.
• Proficient in Microsoft Office and comfortable using customer service systems.
• Professional, friendly telephone manner and interpersonal skills.
• Resilient under pressure and adaptable to changing priorities.
• A positive, proactive, and team-oriented approach.
• Ability to work flexibly, including weekends, evenings, and key retail events.

Benefits on offer (may vary based on contract type and location):

• 25 days annual leave plus your birthday off
• Pension and life insurance
• Healthcare cash scheme
• Travel season ticket loan
• Cycle to work scheme
• Priority access to apply for match tickets
• Discounted season tickets
• Staff discounts in the club store, café and our official partners products and services
• Discounted gym membership and onsite fitness room facilities
• Family friendly leave policies
• Company Social events

How To Apply

To apply, please reply to the link with your full CV and a supporting statement outlining your motivation for applying and how you feel you meet the profile of the candidate we are looking for. The deadline for applications is 5pm Friday 27th June 2025. Please note that the vacancy may close early if there is a high volume of applicants.

Queries: Thank you for your interest. If you have any queries, or require support with your application, please contact [email protected]