Customer Engagement Officer

6 days ago

London, Greater London, United Kingdom The Football Association Full time
Job Description

The Football Association is seeking a highly skilled Customer Engagement Officer to join our team at Wembley Stadium. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences across all communication channels.

Key Responsibilities
  • Provide first-class customer service to guests attending events at Wembley Stadium, ensuring their queries are resolved promptly and efficiently.
  • Work closely with the Customer Engagement Manager and Accessibility Lead to develop and implement event day customer engagement strategies.
  • Provide proactive customer support via digital communication channels, ensuring all online knowledge databases are up-to-date.
  • Deliver customer contact functionality across Freshdesk and Disabled Access ticketing and helpline.
  • Support the delivery of fan engagement activities for England matches.
  • Contribute to the evolution of The FA's Customer Engagement and Membership programmes to become a primarily digital service.
Requirements
  • Previous experience in a customer-facing role, preferably in a sports or entertainment industry.
  • A keen interest in football and knowledge of the industry at all levels.
  • Website content management and social media tools experience.
  • Significant administration experience.
  • Flexible approach to working hours.
  • Proficient skills in Microsoft Office.
  • Experience of matchday/event day work.
What We Offer
  • A competitive salary and great opportunities to develop and grow in your role.
  • Access to event day tickets at Wembley Stadium and regular internal events.
  • 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, and 25 days annual leave.
  • A hybrid working model offering greater flexibility.

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