Contact Centre Executive

8 months ago

Manchester, United Kingdom Manchester United Full time

**Contact Centre Advisor**

**Location: Old Trafford**

**At Manchester United our aim is to Win the United Way - and the quality of our behind-the scenes team sets us apart from the competition.**

**Our people are as committed to the success of the company as the players are to winning trophies. We offer a unique and exciting working environment, excellent training, with recognition and rewards for the part each individual plays. Sounding good so far?**

**The Purpose**:
The Supporter Services Centre provides Manchester United’s valued fans, members, season ticket holders, and prospective customers with support on all sales and service queries around ticketing, membership, hospitality, match day updates and more.

As a Contact Centre Executive, you will be responsible for ensuring enquiries are handled in an informed and highly professional manner, identifying effective solutions where appropriate. To deliver against all sales and performance targets, whilst providing the best customer experience possible, through identifying opportunities to recommend additional Manchester United products.

This role forms a key part in achieving our wider business objectives of delivering revenue generation through intelligent promotion of club products, whilst also ensuring an exceptional experience for each of our 5m+ annual customer interactions.

**The Role**:

- Lead by example by delivering against all personal targets & objectives.
- Deliver exceptional service during every interaction with our supporters.
- Ensure ownership and accountability for performance delivery and address any training and development needs utilising available resources and management support.
- Work with the management team to identify and deliver positive change and business efficiencies.
- Delivering first contact resolution with all supporter enquiries, whilst ensuring all complaints and areas of supporter dissatisfaction are handled appropriately and to the high standard expected of the club.
- Ensure every interaction with the Club is delivered to the highest standard of professionalism, accuracy and in line with club and department guidelines.

**The Person**:

- Ideal: Previous experience in a fast-paced Contact Centre environment.
- Ability to provide exceptional customer service by resolving queries and complains quickly and effectively.
- Ability to work consistently to targets.
- Excellent communication skills, self-motivation, and ability to work under pressure.
- An ability to contribute new ideas to help deliver personal and team operational performance.

**The Package**:

- Basic Salary £23,000 p.a. plus £120 fee per matchday.
- Bonus structure and fantastic incentives in place for team members that reach individual sales targets
- Comprehensive training and continuous support in the role.

**Application Information**:
**We recognise the importance of safeguarding children and adults at risk at Manchester United, as part of this commitment this post is required to have a Disclosure and Barring Service check at the appropriate level, as well as full reference history.**

**Manchester United is an equal-opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunities to applicants and employees without regard to background, ethnicity, race, colour, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status or other legally protected characteristics.**

**Manchester United Football Club are proud to be a signatory of the Armed Forces Covenant, supporting the armed forces community to transition into careers outside of the armed forces.

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