Digital Customer Support Manager

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At the heart and soul of London since 1895, West Ham United is a dynamic, fan-focused football Club constantly moving forward but always with an eye on the past.

Our home at the London Stadium has a capacity of 62,500 making it one of the biggest club Stadia in the country, however our tickets are the lowest priced for London based clubs in the Premier League, echoing objectives to create Affordable Family Football.

In 2018, our Women\’s team gained a professional status for the very first time, jumping 2 divisions and competed in the Women\’s Super League (WSL), the premier division of women\’s football in England. After finishing a respectable 7th, the team enjoyed particular success in the FA Cup reaching the final of the competition, eventually being beaten by 2017 winners Manchester City.

In April 2019, we opened our brand-new Academy facility based at Chadwell Heath which will help to bring through some of the very best talents in the area, the recent emergence of First Team Players Declan Rice and Ben Johnson are a testament to the work already being done at the Academy.

On the business side, we are continuing to create a Stadium our supporters can call home, with the renaming of the Billy Bonds Stand and Claret and Blue pitch surrounding amongst the latest developments. Additionally, the Club has achieved the Disability Confident Leader status.

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.

Position

Job Title: Digital Customer Support Manager

Department: Ticketing

Location: London Stadium, Queen Elizabeth Olympic Park

Reports To: Senior Ticket Office Manager

Contract Type: Full-Time (Hybrid)

Salary: Competitive, dependent on experience

Role Overview

Ensure that all objectives and key responsibilities are met daily whilst championing West Ham United Football Clubs brand values. Always maintain excellent levels of service to our internal and external customers. Comply with Health and Safety requirements.

Be accountable to keep up to date with changes in Company Procedures and Processes.

Requirements

Key Responsibilities:

• Supervise and support the Ticket Office team, ensuring timely, professional and helpful response to emails, calls and other supporter enquiries.
• Working closely with STOM developing processes and workflows to maintain high customer satisfaction
• Monitor supporter feedback and implement improvements to enhance the overall experience
• To ensure the Freshdesk system is actively monitored and responded to in line with departmental KPIs
• Take an active role in system design, automations and canned responses
• Freshdesk management driving total number of email enquiries to ensure response time and SLAS are met daily, decreasing enquiries and escalations

Additional Responsibilities

• Support the hybrid operation daily
• Support the DoT and STOM by deputising in their absence when requested
• Contribute to the Ticketing Departments overall performance and development of Staff through team meetings, briefings, training sessions, 1:1 coaching and identification of ones own training needs and take active role in ensuring continuous improvement by contributing feedback.

Planning and Organisation

• Manage and coordinate ticketing membership fulfilment and customer service
• Ensure that you are always compliant with GDPR.
• Work closely with the STOM
• Ensuring that staff members follow WHU outbound call scripts and contribute to auditing and feedback on all calls through 1:1s and call evaluation standards.

Other Information

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

EDI Statement

• The successful candidate must demonstrate a strong commitment to equity, diversity, and inclusion, aligning with the organisations business and tactical approach to eliminating barriers and addressing inequity. You agree to actively contribute to creating a discrimination-free and inclusive environment, ensuring equitable access to opportunities and benefits, while fostering a culture of dignity and respect that enables everyone to perform and achieve their potential.

Safeguarding

• The successful candidate must demonstrate a commitment to the safety and welfare of children, young people, and adults at risk of harm across all stakeholders. Everyone, including third parties who work with the Club or the West Ham Foundation, is responsible for ensuring the safety and well-being of vulnerable individuals. Successful candidates must undergo essential background checks before starting their employment, which may include screening of social media. The type of DBS check required will depend on the responsibilities of the position and may be basic, standard, or enhanced.