Customer Service Manager & Operations Support
Location: West London, Park Royal, NW10
Hours: Monday to Friday, 37.5 hours per week (very occasional weekends may be required)
Salary: £35,000 to £40,000 per annum (depending on experience)
Start Date: Flexible, but immediate availability preferred
About Us
We are one of London’s largest and most dynamic sports coaching organisations, inspiring thousands of young people every week through football, tennis, rugby and more. From weekly classes to school programmes and holiday camps, we help children develop confidence, teamwork and a love of sport. We are a Nike Partner Club, an FA 3-Star Accredited Club - the highest recognition for grassroots football in England - and an LTA Accredited Provider. We also run an FA-accredited Football Academy that competes in local leagues, takes part in international tournaments, and has ties with professional clubs including Arsenal, Chelsea and QPR. At our heart, we exist to make a lasting difference - creating fun, safe and supportive environments where children can grow and thrive.
The Role
We are looking for a highly organised, proactive, and detail-focused Customer Service Manager to lead Customer Services, oversee office management, and support key operational functions across the organisation. This is a hands-on, varied role where you’ll often work independently, taking ownership of your department while managing a part-time assistant. You’ll play an active role within our Senior Leadership Team and report directly to one of our Founders.
If you love being the person who keeps everything running smoothly, enjoys solving problems before they escalate, and takes pride in getting the details right, we’d love to hear from you.
Key Responsibilities
Customer Services
* Lead the Customer Services function and manage a part-time Customer Service Assistant.
* Oversee all customer communication channels, including phone, email and online enquiries.
* Resolve queries and complaints quickly and professionally, ensuring every customer feels supported and valued.
* Identify recurring issues and opportunities to improve our systems and customer experience.
Office & Operations Management
* Oversee day-to-day office operations, including supplies, stock levels, organisation, maintenance and health and safety.
* Maintain a well-organised, professional and efficient working environment.
* Keep accurate records and implement systems that support smooth daily operations.
Cross-Departmental Support
* Create and manage online product listings on our website via the CRM and keep on top of website product updates.
* Work closely with the marketing team to ensure consistent and effective communication of programmes and services.
* Provide administrative support to the Programme Management teams
Senior Leadership Team
* Play an active role in the Senior Leadership Team, contributing to business planning and improvement initiatives.
* Provide insight from customer feedback and operational experience to shape decision-making.
* Collaborate with other teams to ensure seamless coordination across the organisation.
Who We’re Looking For
You’re a people person with excellent organisation skills, great attention to detail and the confidence to work independently. You’ll enjoy juggling a variety of responsibilities and making sure every part of your department runs efficiently.
You will have:
* Experience in Customer Services, ideally in a fast-paced environment.
* Strong leadership skills with the ability to guide and support a small team.
* Exceptional organisation and time management skills, with sharp attention to detail.
* Confidence to make decisions and manage your own workload independently.
* Excellent written and verbal communication skills.
* A proactive, solutions-focused mindset with good IT literacy.
* (Bonus) Experience in office/operations management, ideally in sports, leisure or education.
Benefits & Perks:
* 28 days of Annual Leave
* Free breakfast and an ever-changing lineup of tasty snacks, tees and coffees.
* Technology pack including Apple Mac, company iPhone, and necessary equipment.
* Newly refurbished office in London with free on-site parking.
* Free access to our programmes for your family and friends
* Join a high-growth business with unlimited potential.
* Exclusive access to premier league and international football matches and events
* Opportunities to become a partner, with profit-sharing incentive schemes
Application Process:
* First stage: Apply via LinkedIn. Deadline for Submission = Sunday 31st November
* (Make sure to include a cover letter in the same file as your CV)
* Second Stage: Online interview for selected candidates
* Third Stage: In-person interview with skills test for further selected candidates