Customer Service Manager

3 weeks ago


Birmingham, Birmingham, United Kingdom Birmingham City Football Club plc Full time

We are seeking a dedicated and customer-focused Supporter Services Officer to join our team at Birmingham City Football Club plc. As a key member of the Fan Experience department, you will be responsible for managing the day-to-day supporter service operation at the Club, ensuring that our supporters have an enjoyable matchday experience.

Key Responsibilities:

Customer Service Management

  • Manage the day-to-day supporter service operation at the Club.
  • Provide a high level of customer service to supporters, responding to their queries and resolving any issues in a timely and professional manner.
  • Maintain accurate records of supporter interactions using the Club's CRM system.

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: £27,000 - £32,000 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 a Disability Confident employer and welcomes applications from all sectors of the community.



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