Website Tottenham Hotspur Football Club
– Salary: “Dependant Upon Experience”
– Closing Date: 04/03/2019
– Job Role : Customer Service Assistant
Tottenham Hotspur is a world famous football club based in North London. Off the pitch, the Club has a strong and successful business model centered around building a platform for long-term success, which includes a new world class stadium expected to open in 2019.
The Club is searching for a Customer Services Executive (Digital) to work within a team of four, managing the Club’s primary CRM/communication tool, Zendesk, handling enquiries from our fans and patrons in a helpful and informative manner.
The position will involve interacting across the full spectrum of our supporter base whilst managing a wide range of issues affecting those fans, including the escalating number of enquiries and questions concerning the Club’s new stadium.
The successful candidate will have a background working in a high-volume customer services with strong experience of Zendesk or similar Cloud-based Customer Service application, ideally within a ticketed events arena. They should also have impeccable writing skills, and remain courteous at all times, both in written and verbal interactions with supporters. An understanding of the supporter journey and current supporter politics in British & European football and live events would be advantageous.
The position is being offered is permanent and will be based at the Club’s headquarters in Lilywhite House (N17). Weekend work will occasionally be required pending by the volume of enquiries and matchday schedule, but will be shared within the team.
Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, colour or ethnic and national origins, religion or belief, or sexual orientation.
Manage the upkeep of the Customer Service software, Zendesk, taking ownership for triaging tickets and ensuring that all enquiries (retail, ticketing, membership, premium, stadium tours) are correctly allocated and highlighting any blockages. Work with other relevant Club departments to optimise their usage of the product and train new users.
Updating dynamic content, macros, automations and any other administrative work required in relation to Zendesk. This includes managing auto-closes, tags, ticket fields and macros.
Compile a range of reports for different departments using the tools within Zendesk, providing ideas and concepts for continued improvements to Customer Services processes.
Ensure the Club’s interactive information portal, Ask Spurs, is reflective of current supporter questions and accurate in automated responses to correspondence. Liaise with a range of Club departments to ensure that the information is accurate and consistent and develop a mechanic to ensure information is constantly updated. This can include responding quickly and out-of-hours
Respond to a high volume of inbound correspondence using Zendesk, the Club’s Customer Service platform, relating to all “front of house” supporter issues, specifically all aspects of ticketing, memberships and disability access.
Acting as a point of escalation for complaints, responding to more complex queries and shepherding them through the complaints process as required.
Work closely with the ticketing team to help with any issues arising from ticketing sales, including gaining a moderate/advanced level of competency with the Club’s ticketing system.
Assist the Access Team with all THFC & Event Owner ticket sales, and general enquiries by both phone and through Zendesk.
Assisting the Supporter Liaison & Customer Services Managers in the arrangement of supporter travel to away games, assisting with checking away applications against points totals and other administrative work as required, and occasionally travelling to domestic away games as a representative of the Supporter Services Department.
Assist with event day duties as required
Digitally aware, with an interest in New & Emerging Technologies in the customer services field. An interest and awareness of football industry is advantageous.
Thinks ahead, generates innovative ideas
Values & respects others, builds solid relationships, collaborates within the team
Gets things done, delivers to highest of quality standards, takes responsibility
Able to manage relationships with a number of internal and external stakeholders.
Committed, hardworking, with a flexible approach
Able to work effectively both on their own and within a team
Able to remain calm under pressure
Organized and methodical
Committed to Equality & Diversity
Skills & Experience
High level of familiarity with Zendesk (or comparable product) to an Admin/Super-user level.
Demonstrable experience of working in a customer services environment and communicating with a wide range of customers and stakeholders
Demonstrable experience working with an event ticketing system, preferably Venuemaster
Strong analytical mindset, with a passion for understanding and reporting on a myriad of data from a variety of sources. Demonstrable experience working with and generating reports from CRM systems, preferably Zendesk
Experience composing unique correspondence in a pressured environment
Excellent English language and letter-writing skills
Experience composing bespoke responses to feedback from a wide variety of sources
Competent in relevant IT systems including Microsoft Office applications (Word, Excel and PowerPoint) and Share point
A practical understanding of supporter’s involvement and the journey at one of the top 20 clubs in the world
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