JOB TITLE: Supporter Services Coordinator
DEPARTMENT: Communications
JOB FUNCTION: To manage the clubs supporter feedback and complaints system in a professional and timely manner, including all telephone, email, and postal enquiries along with liaising with relevant departments and confidential case handling
LOCATION: Stamford Bridge
CONTRACT: Permanent, 35 hours any 5 of 7
PLAY YOUR PART (Main Responsibilities):
- Follow, adhere, and implement the departmental policies and procedures
- Attention to detail to a high standard
- Data entry to be precise always
- Answer all enquiries received via email or by post in an efficient and professional manner
- Manage the departments inbox
- Manage cases submitted via the ‘contact us’ page of the website on Dynamics 365
- Process and distribute supporter letters/emails to the various departments
- Log, process, and respond to all supporter requests accurately and in a timely manner
- Log all complaints, satisfactions, and feedback in line with the departmental policies
- Log and process all fan requests received into the business
- Assisting system users with any questions, queries
- Training system users on Dynamics 365
- Case management, ensuring case deadlines are met in accordance with the departmental policies
- Liaising with departments regarding ongoing cases
- Help specific departments with ad hoc tasks when required
- Show excellent supporter service skills and professionalism
- To assist the Supporter Liaison Officer, Disabled Access Officer, and Resident Relations Officer as and when required
DO THE RIGHT THING (Our Expectations):
- To demonstrate and live by the club’s values; Here to Win, Be Brave, Do the Right Thing, Play Your Part, Many Teams, One Club and Proud to Be Chelsea
- To adhere to the club’s policies and procedures, including Health & Safety, Financial Authorisation, Confidentiality and GDPR.
- To act as an ambassador for diversity, equality, and inclusion, and demonstrate a positive commitment by treating others fairly in line with our Equality, Diversity & Inclusion Policy and reporting any acts of discrimination through appropriate channels
- To create a safe environment and act to protect all young people and vulnerable adults that are either in your care or attending club premises, and report any concerns to the Safeguarding Lead
- To report any misconduct or suspected misconduct to the HR Department
HERE TO WIN (Measures of Performance):
- Data entry to be precise and have excellent attention to detail
- Maintain excellent supporter satisfaction
- Meet seasonal departmental and personal targets & deadlines
- Organised with an ability to prioritise workload
- Excellent time keeping
- Due to the nature of the business confidentiality always
- Follow departmental policies to ensure feedback/complaints are dealt with in a timely manner
PROUD TO BE CHELSEA (Person Specification):
Experience:
- At least 6 months experience in a supporter handling role in a pressurised sporting environment
- Relevant experience in a supporter/customer services role or similar
- Experience in dealing with complaints, satisfactions, feedback, requests, and enquiries
- Experience of managing complaints in a timely and effective manner
- Experience in Microsoft Office and data entry
- Experience in actively listening to and understanding supporter concerns and how best to respond
- Experience in working with complaints and feedback systems
- Experience of equality and inclusion issues
- Experience of working with sensitive and confidential information.
Skills and Behaviours:
- Excellent organisational skills with an ability to prioritise and deal with conflicting deadlines
- Excellent time keeping
- Excellent telephone manner when speaking and interacting with supporters
- Excellent supporter service skills - written, oral, and face to face situations
- A can-do attitude to both routine and ad hoc work loads
- Able to work under pressure whilst maintaining professionalism and good humour
- Understands the needs of confidentiality and GDPR
- Clear understanding of the business and able to adapt to new roles and requirements
- Proactive approach to work and able to work on own initiative
Chelsea FC and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.
This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the Club.