Customer Service Executive

At Manchester United, we want to create a high-performance culture where everyone can be their best and thrive.

We are committed to the continual growth and development of colleagues through access to skills platforms such as LinkedIn Learning. We also offer a range of wellbeing support, including an employee assistance programme, access to health checks, digital GPs & nutritionists through Aviva Digicare+ Workplace, enhanced family leave, plus schemes such as Cycle 2 Work and holiday purchasing, where you can buy up to 10 extra days of additional leave. When working onsite, you’ll have access to a complimentary lunch and parking every day, alongside gym facilities and regular colleague socials.

From a reward perspective, in recognition of high performance, all colleagues are entitled to an annual performance bonus. As a member of our team, you’ll also gain access to an exclusive range of club and partner discounts via our benefits platform, United Rewards.


The Purpose:

The Supporter Services Centre provides Manchester United’s valued fans, members, season ticket holders, and prospective customers with support on all sales and service queries around ticketing, membership, hospitality, match day updates and more.
As a Sales and Service Executive you will be responsible for ensuring enquiries are handled in an informed and highly professional manner, identifying effective solutions where appropriate. To deliver against all sales and performance targets, whilst providing the best customer experience possible, through identifying opportunities to recommend additional Manchester United products.
This role forms a key part in achieving our wider business objectives of delivering revenue generation through intelligent promotion of club products, whilst also ensuring an exceptional experience for each of our 5m+ annual customer interactions.


The Role:

• Lead by example by delivering against all personal targets & objectives.
• Deliver exceptional service during every interaction with our supporters.
• Ensure ownership and accountability for performance delivery and address any training and development needs utilising available resources and management support.
• Work with the management team to identify and deliver positive change and business efficiencies.
• Handling enquiries via telephone calls, emails, and face-to-face (inbound and outbound) alongside sensitive cross promotion of all product lines.
• Delivering first contact resolution with all supporter enquiries, whilst ensuring all complaints and areas of supporter dissatisfaction are handled appropriately and to the high standard expected of the club.
• Ensure every interaction with the Club is delivered to the highest standard of professionalism, accuracy and in line with club and department guidelines.

The Person:

• Ideal: Previous experience in a fast-paced Contact Centre environment.
• Ability to provide exceptional customer service by resolving queries and complains quickly and effectively.
• Ability to work consistently to targets.
• Excellent communication skills, self-motivation, and ability to work under pressure.
• An ability to contribute new ideas to help deliver personal and team operational performance.

The Package:

• Basic Salary £24,610 p.a. plus £120 fee per matchday.
• Bonus structure and fantastic incentives in place for team members that reach individual sales targets
• Comprehensive training and continuous support in the role.

Application Information:

Sound interesting? If you'd like to submit your application, please do so by Sunday 1st March 2024.

Manchester United endeavour to respond to all job applications, however, please consider that we receive a high volume of applications, and this may not always possible. 

We recognise the importance of safeguarding children and adults at risk at Manchester United, as part of this commitment this post is required to have a Disclosure and Barring Service check at the appropriate level, as well as full reference history.
 
Manchester United is an equal-opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunities to applicants and employees without regard to background, ethnicity, race, colour, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status or other legally protected characteristics. 
Manchester United Football Club are proud to be a signatory of the Armed Forces Covenant, supporting the armed forces community to transition into careers outside of the armed forces. 
Manchester United is committed to working with and providing reasonable adjustments for applicants and employees. If you require any reasonable adjustments to support your application and perform at your best, please do not hesitate to contact us to make a request; we are here to help.
 
 It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to you before applying for any of our roles. Your personal data will be processed on MU’s behalf by Morson.