Service Coordinator

  • City Football Group
  • Manchester, UK
  • 13 Oct, 2021
Full time Coordinator Customer Service Premier League

Job Description


Roles at this level will provide operational support to a wider function within CFG.

Task focus will be on the timely coordination and/or delivery of operational activities across the business to deliver a wider service.


1. Focus Deliver a range of specialist operational activities, including the delivery of key tasks that enable wider operations to succeed.

2. Planning & organising Provide operational support to specific functional areas, including co-ordination of own tasks, individually or as part of a team. Daily/weekly timescales.

3: Comms & influence Provision of information in a friendly and courteous manner in order to build professional relationships and promote a helpful and efficient operational service.

4: Problem Solving Delivery is undertaken using recognised tools, systems, and processes; with role expected to provide change recommendations to drive continuous improvement.

5: Challenge Varied operational workload, with individual actions largely reactive to requests and drawing from known choices and precedents to ensure business requirements are met.

6: Decision making Outputs focused on the delivery of timely and accurate operational services, with latitude to determine sequence of delivery. Managerial supervision directly available.

7: Impact Acting as first-line operational responder, impact will be immediately delivered and felt at a local level.


Knowledge, Skills and Experience:  

Good interpersonal skills and the ability to work as a team member and interact more widely.

Role specific purpose:

To pro-actively deliver the day-to-day supporter service operation across all available service channels for all associated teams and non-matchday events.

Role specific accountabilities:

  • To deliver an optimal and consistent level of service to all supporters.
  • To resolve queries and manage issues for all Sales and Service enquiries received across all channels
  • To continue to develop and maintain the on-going relationship with appropriate customer and supporter groups.
  • To meet and exceed weekly, monthly and seasonal KPI targets.
  • To strictly adhere to all quality control and validity checks & procedures.

Role specific knowledge, skills and experience:

  • Ability to embrace change.
  • Ability to communicate effectively with people at all levels.
  • Customer focussed with exceptional customer sales & service skills