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.

Supporter Services Co-ordinator