Casual Customer Service Assistants

  • Tottenham Hotspur Football & Athletic Co Ltd
  • London, UK
  • 03 Aug, 2022
Casual Customer Service Premier League

Job Description

Job Summary

 

Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London, with a global following of millions.

Led by the late great Bill Nicholson, the Club became the first in England to win the League and FA Cup Double in 1961, and the first in the UK to win a European Trophy two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.

In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.

The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.

Tottenham Hotspur has:

  • A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad.
  • A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent.
  • Commercial partnerships with globally-recognised brands including AIA Group Limited (AIA), one of the world's leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company
  • A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040
  • An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health and social inclusion programmes

The Club is searching for a Casual Customer Service Assistants involving interacting across the full spectrum of our supporter base whilst managing a wide range of issues affecting those fans, including the escalating number of enquiries and questions concerning the Club’s new stadium.

The ideal candidate will have a background working in a high-volume customer services, have impeccable writing skills, and remain courteous at all times, both in written and verbal interactions with supporters. An understanding of the supporter journey and current supporter politics in British & European football and live events would be advantageous.

This role will be required to work during weekdays, in particual Tuesday Wednesday and Thursdays as well as some bank holidays, match-days and on-sale days.

Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, colour or ethnic and national origins, religion or belief, or sexual orientation

Key Responsibilities

 

  • Proactively assist customers with enquires using clubs communication channels. (Telephone Line/Email and Live Chat)
  • Support the team, sharing workload to handle enquiries via telephone, email and in person, representing the Club in a positive manner within agreed service levels
  • Ensure the Club’s interactive information portal, Ask Spurs, is reflective of current supporter questions and accurate in automated responses to correspondence.
  • To respond to complaints in an efficient and constructive way, looking for solutions and ensure solutions meet customer service expectations.
  • Work closely with the external teams to help with any issues arising
  • Work the Supporter Services team to spot trends and problems, helping to identify root causes
  • Assist with event day duties as required

Personal Attributes

 

  • Thinks ahead, generates innovative ideas
  • Values & respects others, builds relationships, collaborates
  • Gets things done, delivers to highest of standards, takes responsibility
  • Digitally aware, with an interest in New & Emerging Technologies in the customer services field. An interest and awareness of football industry is advantageous
  • Strong communication and interpersonal skills
  • Committed, hardworking, with a flexible attitude
  • Able to manage relationships with a number of internal and external stakeholders.
  • Committed, hardworking, with a flexible approach
  • Able to work effectively both on their own and within a team
  • Able to remain calm under pressure
  • Committed to Equality & Diversity

Skills & Experience

 

  • Demonstrable experience of working in a customer services environment and communicating with a wide range of customers and stakeholders
  • Strong analytical mindset, with a passion for understanding and reporting on a myriad of data from a variety of sources. 
  • Demonstrable experience working with and generating reports from CRM systems
  • Experience composing unique correspondence in a pressured environment
  • Excellent English language and letter-writing skills
  • Experience composing bespoke responses to feedback from a wide variety of sources
  • Competent in relevant IT systems including Microsoft Office applications (Word, Excel and PowerPoint) and Share point
  • A practical understanding of supporter’s involvement and the journey at one of the top 20 clubs in the world

Safeguarding is fundamental to the success in all that we do. Whilst this role does not require a DBS check, successful candidates are to be reminded that we may review the role and the requirements at a later date which could result in standard background and DBS checks. 

 

Closing: 20 Aug 2022