Supporter Care Advisor - Greater Manchester, United Kingdom - Manchester United

Manchester United

Verified Company

Greater Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Supporter Care Advisor

Location:
Manchester

At Manchester United our aim is to Win the United Way - and the quality of our behind-the scenes team sets us apart from the competition.

Our people are as committed to the success of the company as the players are to winning trophies. We offer a unique and exciting working environment, excellent training, with recognition and rewards for the part each individual plays. Sounding good so far?

The Purpose:

The Supporter Care Team investigates and responds to compliments, feedback, and complaints, which are received via various contact channels.

In addition, deliver additional support to the Supporter Services Centre, who provide Manchester United's valued fans, members, season ticket holders, and prospective customers with support on all sales and service queries around ticketing, membership, hospitality, match day updates and more.

As a member of this team, you will be responding to all forms of communication in a highly professional and informed manner, identifying effective solutions where appropriate.

You will also look to identify any opportunity to recommend additional Manchester United products to enhance the customer experience.

This role forms a key part in achieving our wider business objectives of delivering revenue generation through intelligent promotion of club products, whilst also ensuring an exceptional experience for each of our 5m+ annual customer interactions.

The Role:

Lead by example by delivering against all personal targets & objectives.
Deliver exceptional service during every interaction with our supporters.
Ensure ownership and accountability for performance delivery and address any training and development needs utilising available resources and management support.
Work with the management team to identify and deliver positive change and business efficiencies.
Delivering first contact resolution with all supporter enquiries, whilst ensuring all complaints and areas of supporter dissatisfaction are handled appropriately and to the high standard expected of the club.
Ensure every interaction with the Club is delivered to the highest standard of professionalism, accuracy and in line with club and department guidelines.
You will be required to respond to Supporter complaints and feedback in a professional manner and in accordance with the Club Charter and standards.
An ability to take ownership to resolve issues to a satisfactory conclusion and within agreed timescales is essential. In doing so liaising with other departments to investigate a complaint further and, propose improvements to any operational processes.
There will also be a requirement to support the department on a match day, undertaking various duties within the Ticketing and Membership Services Office and the stadium.

The Person:

Previous experience in a similar customer focussed environment.
Ability to provide exceptional customer service by resolving queries and complains quickly and effectively.
Ability to work consistently to targets.
Excellent communication skills, selfmotivation, and ability to work under pressure.
An ability to contribute new ideas to help deliver personal and team operational performance.

25th July 2023.

Due to this post being in regulated activity, the potential employee may be required to undertake a Disclosure and Barring Service check at the appropriate level.
**Manchester United FC & Group is an Equal Opportunities Employer and recognises the importance of safeguarding children and adults at risk in our workplace.