Job Description
About the role
We’re looking for a motivated and customer‑focused Supporter Services Executive to join our Supporter Services team. In this role, you will help grow and strengthen the relationship between the Club and its supporters by providing high‑quality advice, delivering excellent customer care, and supporting a wide range of fan-facing activities. You will be responsible for managing enquiries across multiple platforms, handling feedback and complaints, and ensuring supporters receive timely, effective, and professional responses.
Your impact
In this role, you will communicate with a wide range of supporters across various platforms, ensuring they receive the highest levels of customer service. You will take ownership of enquiries and complaints, working from start to finish to resolve issues. You will support the Supporter Services Manager in implementing the Club’s customer case‑management system, respond to queries relating to ticketing, retail, membership, hospitality, tours, and general Club matters, and work collaboratively with internal teams to deliver smooth, consistent supporter experiences. You will also assist fans face‑to‑face at St James’ Park on matchdays and non‑matchdays, utilise supporter systems and databases to produce useful reporting insights, and proactively identify ways to enhance engagement, retention, and overall supporter satisfaction.
Location
This role is based in Newcastle upon Tyne, please note if you live outside the North East, you will either need to commute or relocate for this role.
United As One
We’re committed to equality, diversity and inclusion and believe in equal opportunities for all. We recognise that the diversity of our people is one of our greatest strengths. We work together to reflect the communities we serve and to maintain an inclusive environment in which everyone can be their authentic self and is enabled to achieve their full potential.
Safeguarding
We’re committed to being a place where everyone is safe, heard, valued and able to thrive, so we place high value on the safeguarding and welfare of everyone we engage with. As this role involves supporting a wide range of fans and interactions across the Club, it requires an enhanced criminal records check with BLC
