Sales & Service Executive

At Manchester United, our focus is to create a high-performance environment where everyone can be their best, working together towards our common goal of football success. We believe the key to achieving this goal is connection and collaboration. Everyone coming together, working from one of our Manchester United office locations every working day to share skills, knowledge and ideas, building on the best of what we already do and looking at where we need to change and innovate.

We are committed to the continual growth and development of colleagues through access to skills platforms such as LinkedIn Learning. We also offer a range of wellbeing support, including an employee assistance programme, access to health checks, digital GPs & nutritionists through Aviva Digicare+ Workplace, enhanced family leave, plus schemes such as Cycle 2 Work and holiday purchasing, where you can buy up to 10 extra days of additional leave. You’ll have access to a complimentary lunch and parking every day, alongside gym facilities and regular colleague socials.

From a reward perspective, in recognition of high performance, all colleagues are entitled to an annual performance bonus. As a member of our team, you’ll also gain access to an exclusive range of club and partner discounts via our benefits platform, United Rewards.

The Purpose:

The Supporter Services Centre provides Manchester United’s valued fans, members, season ticket holders, and prospective customers with support on all sales and service queries around ticketing, membership, hospitality, match day updates and more.

As a Sales & Service Executive, you will be responsible for ensuring enquiries are handled in an informed and highly professional manner, identifying effective solutions where appropriate. To deliver against all sales and performance targets, whilst providing the best customer experience possible, through identifying opportunities to recommend additional Manchester United products.

This role forms a key part in achieving our wider business objectives of delivering revenue generation through intelligent promotion of club products, whilst also ensuring an exceptional experience for each of our 5m+ annual customer interactions.


The Role:

• Consistently deliver exceptional service in every interaction with our supporters.
• Take responsibility for your performance, addressing training and development needs by utilising available resources and management support.
• Collaborate with the management team to implement positive changes and improve business efficiency.
• Handle enquiries across multiple channels, including phone calls, emails, and face-to-face interactions (both inbound and outbound), while sensitively promoting all product lines.
• Ensure first-contact resolution for all supporter enquiries, addressing complaints and dissatisfaction to the high standards expected by the club.
• Maintain the highest level of professionalism and accuracy in every interaction, aligning with club and departmental guidelines.
• Set an example by consistently achieving personal targets and objectives.

The Person:

• Previous experience in a fast-paced Contact Centre environment.
• Ability to provide exceptional customer service by resolving queries and complains quickly and effectively.
• Ability to work consistently to targets.
• Excellent communication skills, self-motivation, and ability to work under pressure.
• An ability to contribute new ideas to help deliver personal and team operational performance.
• Strong organisational skills with the ability to manage multiple tasks and prioritise effectively.
• Strong problem-solving skills with a focus on finding efficient solutions.

Sound interesting? If you'd like to submit your application, please do so by Sunday 15th December 2024.

Manchester United endeavour to respond to all job applications, however, please consider that we receive a high volume of applications, and this may not always possible.

We recognise the importance of safeguarding children and adults at risk at Manchester United, as part of this commitment this post is required to have a Disclosure and Barring Service check at the appropriate level, as well as full reference history.

Manchester United is an equal-opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunities to applicants and employees without regard to background, ethnicity, race, colour, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status or other legally protected characteristics.
Manchester United Football Club are proud to be a signatory of the Armed Forces Covenant, supporting the armed forces community to transition into careers outside of the armed forces.
Manchester United is committed to working with and providing reasonable adjustments for applicants and employees. If you require any reasonable adjustments to support your application and perform at your best, please do not hesitate to contact us to make a request; we are here to help.

It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to you before applying for any of our roles. Your personal data will be processed on MU’s behalf by Korn Ferry.