Online Store Assistant

  • West Ham United FC
  • West Ham, London, UK
  • 30 May, 2024
Full time Premier League Retail Sales

Job Description

Company Description

At the heart and soul of London since 1895 West Ham United is a dynamic, fan-focused football Club constantly moving forward but always with an eye on the past.

Our home at the London Stadium has a capacity of 62,500 making it one of the biggest club Stadia in the country however our tickets are the lowest priced for London based clubs in the Premier League, echoing objectives to create Affordable Family Football.

In 2018, our Women's team gained a professional status for the very first time, jumping 2 divisions and competed in the Women's Super League (WSL), the premier division of women's football in England. After finishing a respectable 7th, the team enjoyed particular success in the FA Cup reaching the final of the competition, eventually being beaten by 2017 winners Manchester City.

In April 2019, we opened our brand-new Academy facility based at Chadwell Heath which will help to bring through some of the very best talents in the area, the recent emergence of First Team Players Declan Rice and Ben Johnson are a testament to the work already being done at the Academy.

On the business side, we are continuing to create a Stadium our supporters can call home, with the renaming of the Billy Bonds Stand and Claret and Blue pitch surrounding amongst the latest developments. Additionally, the Club has achieved the Disability Confident Leader status.

The Club employees a constantly growing workforce of approximately 300 core staff and 500 Foundation and events staff, and is a truly unique place to work. We welcome talented individuals who will thrive in our ambitious organisation.

In October 2023, West Ham United was awarded the Advanced level of the Premier League Equality, Diversity and Inclusion Standard, recognising the Club’s ongoing dedication and commitment to equality, diversity and inclusion (EDI). It is the second time West Ham United has received the award, which is the top accolade that can be achieved by Premier League clubs, having first been presented with the Advanced level in 2020.


Online Store Assistant

Salary: London Living Wage

Contract: Permanent

Hours: Full Time

Location: London Stadium

An opportunity has arisen at West Ham United Retail Department to join our online store team. The Online Store Assistant plays a leading role within the team and will play a key role during the Club’s retail department.


In this role you will help to operate an effective and efficient pick, pack and dispatch operation, managing stock levels appropriately as you go. Organising and dispatching a high volume of daily customer orders, you must also respond to telephone and email enquiries and will assist in working towards sale targets.


Previous experience working within an online store or a similar environment would be advantageous, however full training will be provided. The ability to be able to work under pressure in a fast paced retail environment is essential. Preferred candidates will have previously worked to tight deadlines as well as possess the ability to adapt to changing circumstances quickly. A keen attention to detail and extremely organised mind-set are crucial. It is important that you are able to work shifts and flexible hours at peak times (kit launches, Black Friday and Christmas).


Please be aware this role can be physically demanding as it will involve manual handling and spending a lot of time on your feet.

Key Responsibilities:


· Pick, pack and process online store orders.

· Accurately pick, check, pack and distribute goods for customer orders within timescales laid down by the Club.

· Ensure that products are picked and packed in a way that will eliminate avoidable loss due to damage.

· Complete stock checks, stock takes and online store upkeep duties as deemed necessary by your line manager.

· Maintain and ensure the company’s health and safety procedure is followed.

· To process customer returns and exchanges.

· To pick, pack and mark ‘ready for collection’ Click and Collect orders, to then be delivered to the relevant stores.

· Create a positive team sprit to ensure colleagues feel motivated.

· Assist other retail departments i.e. Warehouse, Stadium Store and other WHUFC Retail stores as and when required by your Line Manager/Supervisors.

· Other duties will include shirt printing and product personalisation.




The ideal candidate will have skills and experience in the following areas: -




• Experience working in Retail

• Demonstratable experience of delivering an excellent standard of customer service.

• Demonstrate excellent standard of spoken and written English

• Good level of numeracy




• Strong decision making, organisational, planning and analytical skills

• Able to use your own initiative.

• Good interpersonal and communication skills.

• Computer literate.

• Providing excellent customer service.

• Oral and written communication.

• Being professional and flexible.

• Resolving problems.

• Being driven, positive and passionate.

• Work effectively in a team environment.

• Managing multiple tasks.

• Can perform under pressure and operate in a fast paced environment.

Time management

Other information

EDI Statement

Our club's history is rooted in a solid commitment to equity, diversity, and inclusion, and we openly strive to be leaders in promoting EDI values. West Ham United is tactical in its approach to addressing inequity and prioritising the undertaking of meaningful and lasting change for all.

We prioritise removing barriers to attracting and engaging the best talent from all communities. We are proactive in creating equal access to opportunities and benefits for everyone and a discrimination-free environment where everyone experiences being treated with dignity and respect regardless of their background, circumstances, or protected characteristics.


At our Club and Foundation, we advocate a proactive approach to ensure every child and adult has the right to experience safety and be treated with care, respect, and dignity. Therefore, we prioritise protection from harm and promote safeguarding good practice and compliance as an integral part of all our operations and engagement. This includes conducting robust, safer recruitment checks to identify any potential risks associated with individuals who may pose a threat to children or adults who are at risk of harm.

Staff must follow the Club’s Safeguarding reporting procedures to report without delay allegations of abuse, poor practice, or anything else that is or may impact the welfare of a child, young person, or adult at risk. After contacting and taking guidance from the Safeguarding Team, staff must use the Club’s Child Protection Online Management System (CPOMS) to record the concern within 24 hours unless directed otherwise.