Supporter Services Officer
22 hours ago
Birmingham City Football Club plc is seeking a passionate and customer-focused Supporter Services Officer to join our team. The successful candidate will play a pivotal role in enhancing the matchday and overall fan experience by providing exceptional customer service and addressing fan inquiries, complaints, and feedback.
Key Responsibilities:Customer Service Management
- Oversee the day-to-day supporter service operation at the Club.
- Serve as the primary point of contact for supporter inquiries, complaints, and feedback through various communication channels.
- Address issues related to the Club's services and products, including retail, ticketing, membership, streaming services, and the matchday experience.
- Maintain accurate records of supporter interactions using the Club's CRM system.
- Continually review and develop customer service procedures and policies, making recommendations for improvements.
Fan Engagement
- Collaborate with the Senior Fan Experience Manager to enhance fan engagement and satisfaction.
- Assist with organising supporter engagement events, such as Blues Matters and Official Supporters Clubs (OSC) activities.
Matchday Operations
- Manage the Supporter Liaison Officers (SLOs) on matchdays, ensuring all staff are prepared to assist fans effectively.
Crisis Management
- Develop and implement crisis management plans to address emergencies, ensuring clear communication with supporters during such events.
Estimated Salary: £25,000 - £30,000 per annum, depending on experience. Benefits include 20 days of annual leave, rising by 1 day per year of service up to a maximum of 25 days, plus 8 statutory bank holidays.
Birmingham City FC is committed to providing equal opportunities and is a Disability Confident employer. We welcome applications from all sectors of the community and will consider candidates based solely on merit, regardless of gender, race, marital status, age, nationality, disability, sexual orientation, political or religious belief, or family circumstance.
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