About the role
Manager, Supporter Services
We have an exciting opportunity for an individual to join our Liverpool FC team as a Manager, Supporter Services.
In this crucial role you will lead a team of Supporter Services advisers to deliver excellent fan & customer experiences, departmental Service Levels and and other agreed KPIS.
What will you be doing?
The key accountabilities for the successful candidate will be:
- Lead, motivate, coach and develop advisers in all aspects of their role
- Deliver KPI / targets by managing team attendance, conduct and performance in line with the Club’s People Policies
- Ensure the agreed standard of fan experience is delivered through every interaction
- Support advisers to deliver first contact resolution (FCR)
- Liaise with colleagues on all levels across the Club to ensure effective running of the operation on all match, event and non-match days
- Support sales and service activity and opportunities across Supporter Services
- Maximise utilisation and productivity of the team
- Drive and support continuous improvement initiatives e.g. Cost efficiency, service standards, staff and customer satisfaction
- Undertake monthly 1:1 reviews, ensuring SMART objectives and action plans are in place for advisers and supporting their personal development
- Support multi-skilling development to deliver flexible and efficient resource
- Undertake targeted quality assessments for all interactions for all advisers in the team taking action to improve performance as required
- Maintain / provide MI as needed
- Work to create and maintain a motivational climate
- Resolve escalated complaints as needed
- Onboard new activities as needed, integrating them quickly into the operation.
- Champion and maintain all aspects of Club policies with attention to GDPR, PCI, cash handling, security and Health & Safety
- Resourcing the operation to forecasted needs
- Recruitment of Casuals and permanent advisers as needed
- Support training and development initiatives as needed
- Deputise for the Senior Manager – Supporter Services as needed
Who are we looking for?
To be successful in this role you will display these skills and experiences
- Strong leadership and line management experience
- Ability to inspire, motivate and engage teams
- Customer Focussed
- Ability to communicate effectively at all levels
- Experience of managing within a multi skilled / multifunctional / multi-channelled contact centre environment
- Strong Microsoft Office, Systems and Digital literacy
- Ability to challenge and improve existing practices
- Adaptable to change
- Motivated by working with people
- Polite and professional
Why should you apply?
Your main base Anfield Stadium
To reward your hard work and commitment we offer a competitive salary, 25 days holiday (plus 8 bank holidays and the option to purchase up to an additional 5 days) and a contributory pension scheme.
You will have access to our benefits kit bag where you can get high street discounts, and a selection of benefit schemes you can join. There are opportunities to get involved with volunteering through our LFC Foundation to give back to the local community.
At Liverpool Football Club, we have an unwavering commitment to equality, diversity and inclusion and are always looking to making a positive difference in the communities that we operate within. We are proud of our achievements in this area; maintaining the Premier League Equality Standard Advanced Level, becoming a founding signatory of the Football Association’s Football Leadership Diversity Code and being recognised as a leader in this important area on and off the pitch. We take our responsibilities in this area seriously and through the work being done across the club, we are committed to increasing the diversity of our people and becoming an increasingly inclusive workplace for all. We are committed to hiring great people representative of diverse backgrounds, perspectives, and skills across our entire business. If you share our enthusiasm and passion for inclusivity, then we want to hear from you.
Liverpool FC is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all Colleagues and Volunteers to share this commitment.
