Associate, Communications and Knowledge - Anfield, United Kingdom - Liverpool Football Club

Liverpool Football Club

Verified Company

Anfield, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About the role

As a secondary responsibility, you will support with internal quality assessments and conducting qualitative analysis of supporter views, feedback and sentiment from the contacts our Supporter Services team handle.

What will you be doing?

Owning the endtoend process within the Club for requesting, creating, approving and sending service communications to fans.
Carrying out the following activities through the full lifecycle of service comms: receiving requests from stakeholders (planned or adhoc); determination of the channel(s) that will be used to send the comms in, management of the comms timelines, creation of comms content; checks and formatting of provided data; signoff of content and data with stakeholders; load and test send of communication; sending of communication; evaluation of the effectiveness of the comms, feedback and reporting to stakeholders.
Working with the LFC brand team and Supporter Services Senior Manager to define a "Service Tone of Voice" for Supporter Services, which should align with the clubwide LFC Tone of Voice Guidelines, and a quality framework for assessing how well our team are managing supporter contacts in line with our standards.
Ensuring that all comms content is produced inline with the guidelines above, and any instructions to fans are accurate, accessible and clear, and provoke the action needed.
Developing and keeping uptodate content that the Supporter Services team can use to service supporters better, including standard templates, content on the Liverpool FC Help Centre, our internal team knowledgebase, and messages/answers to use within automated service experiences like chatbots.
Assisting Supporter Service Team Managers by completing regular quality assessments for the Supporter Services team and supporting with calibration.
Using available reporting data to monitor performance of standard responses, Help Centre articles, internal knowledgebase content, and automated/selfservice journeys to continuously improve the effectiveness of their content. As part of this, you will be responsible for changes such as updating article category structures or changing the questions and answers in chatbots. Major changes and new launches will be supported by the Technology, Data and Comms Product Owner.
Working with your own team and others to track the impact of our comms and content on contact volumes and the wider Fan Experience and satisfaction; reviewing feedback indicators and using them to make constructive changes to our content.
Where required, getting involved with projects around the club that will have an impact on fans and working with the project teams to prepare communications and content to support the smooth implementation of projects.
Creating an internal network allowing you to keep aware of when changes are happening so our comms and content is always up to date.

Who are we looking for?

To be successful in this role, it is vital you have experience of creating and distributing written communication, and understand the impact of one-to-many communications and one-on-one interactions on delivering a service/experience.

It is important you can build and maintain strong relationships with multiple teams and locations, as well as challenging and influencing stakeholders.

You need to be passionate about fans and service and have a love of helping people.

You'll be able to create content that cuts through complicated policy and procedure to distil a clear message or call to action with a drive for continuous quality improvement.

It is also desirable if you have experience working in a customer service/ experience role, plus working with natural language or text analytics platforms.

Why should you apply?
This is a full-time permanent role working 35 hours per week, Monday to Friday.

Your main base will be our Anfield stadium office where you'll be expected to work for most of the week, though we do allow some hybrid working.

To reward your hard work and commitment we offer a competitive salary, 25 days holiday (plus 8 bank holidays and the option to purchase up to an additional 5 days) and a contributory pension scheme.

You will have access to our benefits kit bag where you can get high street discounts, and a selection of benefit schemes you can join.

There are opportunities to get involved with volunteering through our LFC Foundation to give back to the local community.

At Liverpool Football Club, we have an unwavering commitment to equality, diversity and inclusion and are always looking to making a positive difference in the communities that we operate within.

We are proud of our achievements in this area; maintaining the Premier League Equality Standard Advanced Level, becoming a founding signatory of the Football Association's Football Leadership Diversity Code and being recognised as a leader in this important area on and off the pitch.

We take our responsibilities in this area ser