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Customer Engagement Officer

4 weeks ago

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

Job Summary

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

Key Responsibilities

  • Provide first-class customer service to our fans and stakeholders, responding to queries and resolving issues in a timely and professional manner.
  • Work closely with our Customer Engagement Manager and Accessibility Lead to develop and implement customer engagement strategies, ensuring seamless delivery of event day customer solutions.
  • Provide proactive customer support via digital communication channels, ensuring all online knowledge databases are up-to-date and accurate.
  • Collaborate with our event day Customer Engagement Team to ensure a seamless delivery of event day customer solutions.
  • Execute additional tasks as required to meet FA Group changing priorities.

Requirements

  • Previous experience in a customer-facing role, preferably in a fast-paced environment.
  • A keen interest in football and knowledge of the industry at all levels.
  • Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.
  • Proficient skills in Microsoft Office, with experience of website content management and social media tools.
  • Flexible approach to working hours, with the ability to work on event days and weekends as required.

What We Offer

  • A competitive salary and benefits package, including access to event day tickets at Wembley Stadium and a range of internal events throughout the season.
  • Opportunities to develop and grow in your role, with a range of training and development programs available.
  • A hybrid working model, offering greater flexibility and work-life balance.