Senior Supporter Services Manager - Stamford Bridge, London
Location: Stamford Bridge
Hours: Permanent – 35 hours a week (Any 5 of 7)
About Us:
As a member of the Chelsea team you will become part of a long and proud history in the heart of iconic west London, which dates back to the club’s founding in 1905. Since that time the club has won every major domestic and international trophy, being crowned English, European and world champions in the process.
Chelsea are a club which proudly strives to be the best in everything we do, on and off the pitch, as shown by the further success of our Women’s and Academy sides, as well as the excellent work in the community undertaken by the Chelsea Foundation, while engaging with our many supporters from a wide range of backgrounds at home in the UK and around the world.
If you’re motivated and want to help us win more trophies, you’ve got a place here at Chelsea!
What We’re Looking For:
The purpose role is to provide outstanding customer service and strategic oversight of complaints and feedback received by Chelsea FC. The intention is to ensure everyone who engages with Chelsea FC has a positive experience with the club, and that issues are resolved quickly and effectively.
The role will aim to:
* Strengthen links between the club and fans.
* Resolve customer complaints quickly and effectively.
* Track and monitor response rates to ensure continuous improvement.
* Identify themes and commonalities in complaints to ensure the club is offering best in class service to fans.
Brief description and duties:
* To ensure that complaints are resolved and responded to within agreed timescales and in accordance with club policies and procedures.
* To provide the highest level of customer service and resolution to complaints and enquiries, tracking resolution rates and other KPI’s.
* Proactively dealing with customer complaints and enquiries, ensuring end to end management with regular communication and feedback to supporters.
* Maintain and enhance effective query and complaint handling systems and best practice.
* To produce reporting on complaint handling and complaint statistics to be shared with the Senior Management Team.
* Oversee root cause analysis on complaint and incident trends.
* To provide assistance and feedback to front-line colleagues to improve customer experiences and outcomes to ensure commitment to continuous learning from complaints and customer feedback.
* Dealing with complex complaints and multi departmental issues to prevent escalations.
* Implement new technology to improve and reduce customer queries.
Must Haves/qualified by demonstrable experience to the level required:
* Previous experience of working within complaints handling, complaint resolution and a customer services environment is essential for this role.
* A talent for effective, engaging written and verbal communication; and exceptional interpersonal skills.
* PC skills - Use of MS Office systems including MS Excel, Word and Outlook.
* Good organisational, workload management and prioritisation skills.
* The ability to perform under pressure and operate in a fast-paced environment.
* Project management experience is desirable as we look to implement new processes and systems.
Skills and Behaviours:
* Ability to use initiative and be creative.
* Strong customer service skills.
* Excellent communication skills.
* Confident and assertive.
* Ambition, passion and willingness to learn.
* Ability to think long-term to develop new processes for complaint handling.
Our commitment to Equality, Diversity and Inclusion:
At Chelsea we recognise that the diversity of our people is one of our greatest strengths and we are taking positive action to ensure our existing colleagues and job applicants can fully be themselves and bring their own unique experiences and perspectives to Chelsea FC. This means giving full and fair consideration to all applicants regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.
If you need reasonable adjustments made to the recruitment process, please reach out to your recruiter, who will be able to advise and support you.
Chelsea FC and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.