Online Customer Service Advisor

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.

Role: Online Customer Service Advisor

Location: London Stadium

Contract: Full Time Perm.

An opportunity has arisen at West Ham United Retail Department to join our online customer service team. The Online Customer Service Advisor plays a key role in the Club’s retail department. In this role you will be dealing with online customer order queries by e-mail and phone, processing exchanges and returns, as well as working with the club courier companies, to ensure the online delivery service is run smoothly.

Previous experience working within an online customer service role, or a logistics environment is essential. The ability to be able to work under pressure in a fast-paced retail environment is advantageous. It is important that you are able to work shifts/weekends and flexible hours, especially at peak times (kit launches, Black Friday and Christmas).

•Handling customer enquiries and any complaints within the retail online store department through e-mail, phone and customer messages.

•Communicating courteously with customers, discussions and/or correspondence.

•Analysing statistics and other data to ensure the customer service we’re providing is to a high standard.

•Producing written information for customers, often involving use of computer packages.

•Developing procedures, policies and standards to improve the quality of customer service.

•Making sure all e-mail/telephone correspondence is dealt with in a fast and professional manner.

•To process customer returns, exchanges and refunds.

•Responsible for the packaging and delivery of the clubs auction site orders.

•Working closely with the club courier partners to resolve delivery/scurri problems.

•Supporting other retail departments i.e. Online Store, Warehouse and Stadium store as and when required by your Line Manager/Supervisors.

•Have a positive attitude and ensure all colleagues feel motivated and enthusiastic.

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

•Experience working in an online customer service/logistics environment.

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

•Demonstrate excellent standard of spoken and written English.

•Previous experience of dealing with courier companies-resolving problems with delivery/skurri problems.

•Strong decision making, organisational, planning and analytical skills.

•Ability to use your own initiative.

•Good interpersonal and communication skills.

•Computer literate.

•A professional telephone manner.

•Being driven, positive and passionate.

•Work effectively in a team environment.

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

Benefits on offer (may vary based on contract type and location)

• 25 days annual leave plus your birthday off
• Pension and life insurance
• Healthcare cash scheme
• Travel season ticket loan
• Cycle to work scheme
• Priority access to apply for match tickets
• Discounted season tickets
• Staff discounts in the club store, café and our official partners products and services
• Discounted gym membership and onsite fitness room facilities
• Family friendly leave policies
• Company Social events

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.

Safeguarding

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.