We are the heartbeat of the city. Come and be a part of a long and proud history where we strive to be the best in everything we do, on and off the pitch. Bringing the people and communities together, join the Newcastle United Family, as we embark on the next steps of our exciting journey.
About the role
We’re looking for a customer-focused individual to join our Supporter Services team. You will be responsible for managing the overall customer experience at Newcastle United, ensuring positive interactions aligned with the Club's values.
Putting our customers at the heart of everything we do, you will implement strategies to promote a culture of excellence among public-facing staff, collaborating with operational venue teams for a consistent, high standard of service delivery.
You will lead continuous improvement by developing and implementing strategies to enhance customer interactions across various touchpoints and channels, utilising customer feedback, surveys, and data to identify pain points and improve the customer journey, creating a positive experience.
This will be embedded by rolling out Service Standards Training across all of our customer-facing teams and establishing a governance framework to ensure roadmap delivery and adherence to new service KPIs.
Your impact
You will possess a degree or equivalent industry experience gained in a senior customer service/experience role, where ensuring a brilliant customer journey and high level of engagement was at the forefront of organisational strategy and daily operations.
Experience with customer service software and tools is highly desirable, as is the ability to deliver customer success/engagement coaching and training at all levels to ensure a brilliant experience for those who engage with the Club.
About the team
Joining our Supporter Services team, you will work closely with the Head of Supporter Services to ensure a brilliant customer experience across the Club.
Location
This role is based in Newcastle upon Tyne, with an expectation of working 3 days per week from the office. Please note, if you are not located in the Northeast and unable to relocate, we regret that we will not be able to progress your application.
Why choose us?
We offer a range of benefits and rewards, including flexible working, participation in our non-contractual employee bonus scheme, NUFC life assurance, free parking, discounts at Shearers Bar and the Club Shop, Helping Hand (access to free GP appointments, wellbeing resources, legal and financial support), pension contributions, free lunch, and free tea and coffee. We also run a salary sacrifice scheme including tech, car, cycle to work, and more.
United As One
We are committed to equality, diversity, and inclusion, believing in equal opportunities for all. We value the diversity of our people as one of our greatest strengths and work to reflect the communities we serve, maintaining an inclusive environment where everyone can be their authentic self and achieve their full potential.
Safeguarding
We’re dedicated to creating a safe environment where everyone is heard, valued, and able to thrive. We prioritize safeguarding and the welfare of all we engage with.
How to apply
To access the full job description for this role, please click here.
We encourage early applications as this vacancy may close early if we receive a high volume of suitable candidates.
Recruitment Agencies: Please note that we do not accept unsolicited or speculative candidate details or applications. Any candidates supplied without formal request will be considered a direct candidate and will not be eligible for agency fees.
#J-18808-Ljbffr