Overview
⚒️ SUPPORTER SERVICES EXECUTIVE | WEST HAM UNITED Location: London Stadium, Queen Elizabeth Olympic Park
At West Ham United, our supporters come first. The Supporter Services Executive is at the heart of the Club, acting as the main point of contact for inbound supporter enquiries and ensuring every fan receives a professional, friendly, and supportive experience. You’ll be part of a small, hardworking team handling a high volume of enquiries and helping supporters across multiple channels, including email, social media, SMS, and post.
Responsibilities
- Process and respond to email enquiries (around 200 per week) or escalate where needed
- Maintain accurate records of all correspondence, following Club guidelines and service standards
- Monitor and respond to supporter enquiries via X (formerly Twitter), SMS reporting, and postal letters
- Manage the email and social media helpdesk on matchdays
- Create, update, and maintain standard response templates
- Keep FAQ documents accurate and up to date for the Supporter Services team and wider departments
- Monitor the Club website to ensure supporter information is correct
- Work with other departments to resolve supporter issues efficiently
- Print and process certificates
- Provide sensitive, empathetic responses to supporters going through difficult circumstances
- Support the wider team with ad-hoc administrative tasks during the week and on matchdays
Requirements
- Excellent customer service skills
- High standard of written English
- IT literate and confident using customer service and website systems (training provided)
- Able to work quickly and efficiently with strong attention to detail
- A strong team player who works well in a supportive environment
- Emotionally sensitive and able to respond appropriately to supporters in difficult situations
- Able to manage workload and meet deadlines
- Available to work evening and weekend matchdays as required
Benefits
- 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
Equity, Diversity & Inclusion (EDI) Statement
- The successful candidate must demonstrate a strong commitment to equity, diversity, and inclusion, aligning with the organisation’s business approach to creating an inclusive environment and removing barriers. You will contribute to ensuring equitable access to opportunities and benefits while fostering a culture of dignity and respect.
- Candidates must demonstrate the capability to uphold best practices and procedures, promoting positive change and supporting talent from all communities, regardless of background or protected characteristics.
Safeguarding
- The successful candidate must demonstrate a commitment to the safety and welfare of children, young people, and adults at risk across all stakeholders. Background checks may be required before starting, which may include screening of social media. The type of DBS check will depend on responsibilities.
- The candidate agrees to identify and respond to concerns and follow the Club\'s safeguarding procedures to report allegations of abuse or concerns within 24 hours, or as directed by the safeguarding team.
Applications
To apply, please submit your application via our careers portal: https://www.careers.whufc.com
Deadline: 5pm Monday 2nd February 2026
Please note: Due to the high volume of applications expected, only shortlisted candidates will be contacted.
