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Customer Services Lead (12mth FTC), London
Client: The Football Association
Location: London, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: ab4f3a06681e
Job Views: 3
Posted: 18.06.2025
Expiry Date: 02.08.2025
Job Description:
Have the digital world at your feet
A centralised customer services function is an important component of The FA's 2024-2028 Strategic Objectives, ensuring we are able to provide excellent experiences for participants across the game.
A Customer Services Lead will be responsible for driving organisation-wide transformation and alignment of customer service capabilities and SLAs, supporting divisional leads through:
* Technology deployment and standardisation.
* Process enhancement and standardisation.
* Provision of training.
What will you be doing?
As Customer Services Lead, responsibilities include:
* Planning and co-ordination:
o Establishing governance of a 12-month customer service project (e.g., customer service steerco.)
o Co-ordinating a cross-functional working group with all divisional customer service lead; Grassroots, FA Education, Wembley, Club Wembley, Football Operations, Digital Technology.
o Creating a shared vision for customer services across The FA.
o Building a 12-month project plan to improve customer service.
* Customer service delivery enhancement:
o Understanding who our customers are and identifying their needs (e.g., via segmentation).
o Driving standardisation of customer service processes, ensuring more effective ticketing, triaging and query resolution.
o Seeking process, people and technology efficiencies.
o Agreeing on enterprise-wide metrics and SLAs (recognising divisional nuances where appropriate).
o Providing training to divisional leads and their teams.
o Identifying potential interventions able to drive progress and creating business cases to assess impact.
* Technology/Digital Technology alignment:
o Feeding into the long-term plan for customer service technology/AI.
o Determining the path forward for a single customer services platform tender.
* Other:
o Executes additional tasks as required to meet FA Group changing priorities.
o Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.
o As part of The FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check will be based on the activity of the role and in line with legislation and government guidance.
Please note this is a 12-month role; the long-term operating model is yet to be determined.
What are we looking for?
Background
o Proven experience in a customer service role, including supervisory/lead responsibilities.
o Proven experience in leading a transformation of a service function.
o Strong leadership and team management skills.
o Strong capabilities in change management.
Collaboration and Partnering
o Proven skill in stakeholder management – both internal and external (may need to work with technology partners).
o Capable communicator at all levels of an organisation.
Technology skills
o Knowledge of customer service technology (e.g., Freshdesk).
o Proficiency in customer service software.
o Ability to use technology to present outputs.
Presentational skills
o Attention to detail and pride in the presentation of outputs.
o Ability to effectively communicate outputs to senior stakeholders across the organisation.
What's in it for you?
We are committed to ensuring everyone can flourish in their roles, with office spaces under the Wembley National Stadium arch and the Elite Performance Centre at St. George's Park in Staffordshire.
We offer a competitive salary and opportunities for development, along with benefits such as:
o Access to event tickets at Wembley Stadium and internal events.
o Free nutritious lunches at Wembley and St. George's Park.
o Free private medical cover.
o Contributory pension scheme.
o Additional leave days, volunteering days, and 25 days annual leave.
o Hybrid working model for flexibility.
For more about working at The FA, visit our FA Careers page.
Our Organisation
The Football Association (The FA) is the governing body of football in England, promoting and developing the game from grassroots to professional levels, and supporting English football through revenue generated annually.
The FA oversees international teams, runs the National League System, FA Competitions including the Emirates FA Cup, and manages Wembley Stadium and St. George's Park, all to unite the game and inspire the nation.
We operate within a hybrid working model, with roles based at Wembley or St. George's Park unless specified as home-based. The contractual location will be specified in the role details.
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