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Memberships & Ticketing Operations Coordinator

4 months ago

Wembley Stadium, United Kingdom The Football Association Full time

**Set the bar for greatness...**
- We have an exciting opportunity on a fixed-term basis for a Ticketing and Memberships Coordinator to join the team. The post-holder will support England Supporters Travel Club Membership services to the highest of standards, working proactively with all relevant stakeholders in the build-up to, and delivery of, UEFA Euro 2024.

**What will you be doing?**
- To be the first point of contact for day-to-day queries from the ESTC membership.
- Provide pro-active customer support via digital communication channels (Freshdesk, social channels and FA Group websites) ensuring all online knowledge databases are fully up to date.
- Support the planning and delivery of the England Supporters Travel Club social media strategy across all social channels.
- If required, provide MD-1 and MD support in the delivery of all England Senior Men's and Women's Matches.
- Provide a dedicated service to persons with accessible needs for all applicable events.
- Support the delivery of fan engagement activities for England matches and the ESTC membership.
- Working collaboratively with Membership Management and other stakeholders, deliver excellent Customer Engagement services to all guests, including FA Group Memberships.
- Build positive relationships with, but not restricted to, internal and external stakeholders, event management, security, ticketing, communications, and host Federations in order to provide the best customer experience for our guests.
- Provide out-of-hours support where required.
- Executes additional required tasks to meet FA Group's changing priorities.
- Comply with all company policies and procedures to ensure the highest standards of health, safety and well-being can be maintained.
- As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

**What are we looking for?**
- Essential for the role:

- Previous experience in a customer-facing role.
- A keen interest in football alongside knowledge and understanding of the industry at all levels.
- Social media experience.
- Significant administration experience.
- Flexible approach to working hours.
- Proficient skills in Microsoft Office and Excel.
- Beneficial to have:

- Contact centre experience would be desirable but not essential.
- Experience with online community management.
- Experience using social media for business purposes.
- Experience working in a constantly changing environment and adapting appropriately.

**This role is advertised as a fixed-term contract for up to a period of 7 months. Due to the Christmas period, we can confirm 1st stage interviews will be taking place via Microsoft Teams on Thursday 14th December. 2nd stage interviews are scheduled for the morning of 18th December.**

**What's in it for you?**
- We are committed to ensuring everyone can flourish in their roles, to achieve this we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire which is an exceptional setting to develop and inspire high-performing England teams and leaders.
- We pride ourselves in offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:

- Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season encouraging you to connect and learn with your colleagues and look after your mental health and wellbeing.
- Free, nutritious lunches, at Wembley Stadium and St. George's Park.
- Free private medical cover.
- A contributory pension scheme.
- An additional Thank You days leave, volunteering days as well as 25 days annual leave.
- A hybrid working model offering flexibility on where you work.

**Our Organisation**
- The Football Association [The FA] is the not-for-profit governing body of football in England. It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and generates significant revenue to support investment into English football each year.
- The FA oversees England international teams across men's, women's, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup, Barclays FA Women's Super League, FA Women's Championship, and Women's FA Cup, and the world-class facilities of Wembley Stadium and St. George's Park,
- **all with a purpose to Unite the Game and Inspire the Nation.**
- We currently work within a hybrid working model whereby the expectation is to work from your contractual location for par