Supporter Services Executive

• ️ SUPPORTER SERVICES EXECUTIVE | WEST HAM UNITED

Location: London Stadium, Queen Elizabeth Olympic Park

Contract: Full-time, Permanent

Salary: London Living Wage

️ Working Pattern: At least 3 days per week on-site at London Stadium, plus matchdays (evenings & weekends)

Matchday Pay: Matchdays are paid separately — hours worked must be recorded on a timesheet and submitted for payment

Position:

• THE ROLE

At West Ham United, our supporters come first. The Supporter Services Executive is at the heart of the Club, acting as the main point of contact for inbound supporter enquiries and ensuring every fan receives a professional, friendly, and supportive experience.

You’ll be part of a small, hardworking team handling a high volume of enquiries and helping supporters across multiple channels, including email, social media, SMS, and post.

WHAT YOU’LL DO

Process and respond to email enquiries (around 200 per week) or escalate where needed

Maintain accurate records of all correspondence, following Club guidelines and service standards

Monitor and respond to supporter enquiries via X (formerly Twitter), SMS reporting, and postal letters

️ Manage the email and social media helpdesk on matchdays

Create, update, and maintain standard response templates

❓ Keep FAQ documents accurate and up to date for the Supporter Services team and wider departments

Monitor the Club website to ensure supporter information is correct

Work with other departments to resolve supporter issues efficiently

️ Print and process certificates

❤️ Provide sensitive, empathetic responses to supporters going through difficult circumstances

Support the wider team with ad-hoc administrative tasks during the week and on matchdays

Requirements:

WHAT YOU’LL NEED

• Excellent customer service skills

✍️ High standard of written English

IT literate and confident using customer service and website systems (training provided)

• 
  Able to work quickly and efficiently with strong attention to detail

A strong team player who works well in a supportive environment

❤️ Emotionally sensitive and able to respond appropriately to supporters in difficult situations

Able to manage workload and meet deadlines

Available to work evening and weekend matchdays as required

Other information:

Benefits on offer (may vary based on contract type and location)

• 25 days annual leave plus your birthday off
• Pension and life insurance
• Healthcare cash scheme
• Travel season ticket loan
• Cycle to work scheme
• Priority access to apply for match tickets
• Discounted season tickets
• Staff discounts in the club store, café and our official partners products and services
• Discounted gym membership and onsite fitness room facilities
• Family friendly leave policies
• Company Social events

EDI Statement

• OThe successful candidate must demonstrate a strong commitment to equity, diversity, and inclusion, aligning with the organisation’s business and tactical approach to eliminating barriers and addressing inequity. You agree to actively contribute to creating a discrimination-free and inclusive environment, ensuring equitable access to opportunities and benefits, while fostering a culture of dignity and respect that enables everyone to perform and achieve their potential.

• Candidates must demonstrate their capability and willingness to uphold best practices and procedures, promoting lasting positive change while eliminating biases and barriers to attracting, achieving, and supporting talent from all communities, regardless of background, circumstances, or protected characteristics.

Safeguarding

• The successful candidate must demonstrate a commitment to the safety and welfare of children, young people, and adults at risk of harm across all stakeholders. Everyone, including third parties who work with the Club or the West Ham Foundation, is responsible for ensuring the safety and well-being of vulnerable individuals. Successful candidates must undergo essential background checks before starting their employment, which may include screening of social media. The type of DBS check required will depend on the responsibilities of the position and may be basic, standard, or enhanced.

• The successful candidate agrees to proactively identify and respond appropriately to any concerns, and follow the Club's Safeguarding reporting procedures to report allegations of abuse, poor practice, or anything that may impact the welfare of a child, young person, or adult at risk without delay, within 24 hours, or as otherwise directed by the Club’s or the West Ham Foundation Safeguarding Team.