Casual Customer Care Assistant

Who We Are
 

Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the

Premier League and Women’s Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that’s always dared to push boundaries, breaking new ground and rewriting history.

We offer world-class facilities: In 2019, we opened our state-of-the-art Stadium, a £1 billion landmark that’s the beating heart of North Tottenham’s transformation. More than just a football ground, it’s an engine of change — creating 4,000 jobs and injecting £300 million into the local economy every year.

We’re at our brightest when we’re all together. Our Club, our teams, our community. 

There is only one Hotspur. Tottenham Hotspur.

The Role:

We’re currently recruiting Casual Customer Care Assistant within our Contact Centre/Supporter Services to help us take things to the next level.

Provide first class customer service and share workload when handling enquiries via telephone, email, chat and in person, concerning Tickets, Retail, Visitor Attractions and Matchday, to represent the Club in a positive manner within agreed service levels.

About You 

• Be target driven and responsible for individual performance, such as First Contact Resolution (FCR) targets with the aim to reduce the number of queries that need to be escalated.
• Proactively assist customers with enquires using The Club's communication channels. (Telephone Line/Email and Live Chat)
• To respond to complaints in an efficient and constructive way, looking for solutions and ensure solutions meet customer service expectations.
• Ability to build strong working relationships (internal/external)

What you will bring

• Excellent communication and interpersonal skills
• Committed, hardworking, with a flexible attitude
• Empathetic, values & respects others, builds relationships, collaborates
• Able to work under pressure whilst maintaining standards and a positive attitude
• Gets things done, delivers to high standards, takes responsibility
• High attention to detail
• Highly organised, methodical, proactive and self-sufficient
• Committed to Equality & Diversity

The Tottenham Hotspur Way

Is to push harder, rise higher and forge greater. We involve, inspire and elevate one another to be our best selves, to produce exceptional on and off the pitch. Every day brings us opportunities to improve and make the impossible, possible.

Our values that bind us:

Dream the impossible – Impossible made possible when we think outside the box

Dare to change the game – Relentlessly strive for glory and leave our mark on the world

Do it our way – Win the right way, never at all costs. 

Our Responsibility to you

Safeguarding is fundamental to the success in all that we do. Successful candidates are to be reminded they would be subject to various background, DBS, and reference checks for this role.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.