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CUSTOMER SERVICES OFFICER
Posted on: 02.02.2010
The Football League is currently looking to recruit a Customer Services Officer to work within its busy Customer Services Team at its Operations Centre in Preston, Lancashire.
The role of the Customer Services Department is extremely varied and is probably very different to what most people will traditionally expect from customer services. A customer could be the lifelong supporter of his/her local team who has stood on the terraces at their local ground for the past 20 years and has passionate opinions about how football is played and run. They could be a first time visitor to a match who wants general information on football and what to expect. They could be one of the 72 member clubs who has a question about the rules and regulations of The League, or simply, an organisation or individual with a specific question or comment to make. Whatever the hot football topic of the week is will generally dictate a majority of the incoming correspondence and therefore, having a passion for football along with a good general knowledge of the game and being able to empathise with supporters over different issues is imperative. This, alongside excellent written skills and call handling is an essential requirement for the job.
Whilst balancing the handling of correspondence alongside the other demands of the job is a skill in itself, this is by no means what the job is all about. Each working week is different, so being able to manage your time and prioritise your workload will enable you to complete the tasks in a more productive way.
The department is responsible for ensuring that all member Clubs abide by the rules and regulations pertaining to Football League grounds and facilities and ticketing arrangements and admission prices as set out by The Football League Board. Collating and monitoring information and data from Clubs forms part of the role of the Customer Services Officer and you would also be expected to assist in the handling of applications to The Football League by Football Conference Clubs. Developing a good working relationship with the Clubs assists in obtaining this information and ensuring they obtain the necessary requirements.
The department is also responsible for assisting the Security and Operations Advisor with regards to safety and security at Football Clubs, in particular with relation to the monitoring of persistent standing and stewards training. As Customer Services Officer you would be responsible for monitoring the return of persistent standing monitoring forms from Clubs and collating the data. We are therefore, looking for someone with an analytical mind who can provide specific information as and when necessary.
The department works directly with all Football League Clubs in sharing best practice on ticket prices, initiatives and attracting supporters, providing guidance and providing training to assist them in delivering the best level of service possible to their supporters. The Customer Services Officer assists in the organisation of regional seminars and club visits to facilitate this so being an organised individual who is able to work as part of a team would be a must.
Equality and diversity issues across football fall under the remit of the Customer Services Department and whilst you would not be directly responsible for policies or effecting change in this area, you would work closely with the Customer Services Manager to do so. Having knowledge of such issues and how they affect people would therefore be an advantage.
Each season the Customer Services Department organises a national 6 a side schools tournament for under 11's and for girls under 13 with the finals being played at Wembley Stadium. Administration of the tournament falls under the remit of the Customer Services Officer and therefore you should be able to work on your own initiative to effectively organise the tournament.
If you have read all this and think that this could be a job for you then please click here for a full job specification and details of how to apply. The closing date is Friday 19 February 2010.
