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Our Organisation

The Football Association [The FA] is the not-for-profit governing body of football in England. It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and generates significant revenue to support investment into English football each year.

The FA oversees England international teams across men's, women's, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup, Barclays FA Women's Super League, FA Women's Championship, and Vitality Women's FA Cup, and the world-class facilities of Wembley Stadium and St. George's Park, all with a purpose to Unite the Game and Inspire the Nation.

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The Role

Provide world-leading customer service to FA Education learners and key stakeholders, proficiently supporting them with a wide range of queries. The role will handle incoming queries and be responsible for sourcing the answer and responding back to the customer, providing excellent customer service every time.

Key Accountabilities

  • Deliver high standards of customer service through the prompt and efficient responses to email and telephone queries from all customers, in line with service level targets.

  • Provide efficient and effective solutions to queries raised by customers.

  • Accurately updating customer profiles.

  • Provide support and comprehensive course information to learners.

  • Work in a flexible and agile manner to support wider Operations.

  • Provide administration support to support the delivery of world-leading customer service.

  • Identify opportunities to enhance customer experience to ensure happy customers.

  • Execute additional tasks as required in order to meet FA Group changing priorities.

  • Comply with all company policies and procedures to ensure the highest standards of health, safety and well-being can be maintained.

What we are looking for?

Essential:

  • Strong written and verbal communication skills, including achievement of GCSE grade C (or equivalent) in English Language.

  • Experience of working in a fast-paced customer focused environment and delivering excellent customer service.

  • Experience of supporting customers over the telephone and via email communication.

  • Ability to relay information in a simple and customer-centred manner.

  • Proven team-working experience.

  • Experience of building and maintaining relationships with customers.

  • Ability to identify and solve problems.

  • Ability to learn new information and IT systems quickly.

  • Experience of working with administration processes and procedures.

  • Experience of data entry.

  • Proficient skills in Microsoft Office 365 including Excel.

Desirable:

  • Experience of a sporting organisation/association.

  • Experience of working with a Learning Management System.

  • Experience of working with bespoke IT systems.

  • Experience of working with a cloud-based customer service ticketing system.

What we can offer you?

  • An exciting and challenging role within a changing, dynamic and world-renowned sports organisation.

  • Attractive benefits and a competitive salary.

This role is advertised on a fixed term basis for up to a period of 6 months. There may be a requirement for weekend work occasionally which we expect our successful candidate to be able to commit to. Please be aware that unless you are on a homebased contract, your contract with The FA will specify a fixed location of either Wembley Stadium, St. George's Park or our Processing Centre.

We currently work within a hybrid working model whereby the expectation is to work from your contractual location for part of the week, and as and when required by the team. The remaining days can be worked remotely. We will continue to monitor this model and it may be adjusted in future if deemed necessary.

The Football Association Group promotes inclusion and diversity, and welcomes applications from everyone. If you have any particular requirements in respect of the recruitment or interview process please mention this in your application.

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