About the role
We have an exciting opportunity for an individual to join our Liverpool FC Supporter Services team as one of our Communication and Knowledge Associates. Your primary role will be to produce and send clear and informative service communications from the Club to fans, working with department stakeholders to manage the creation and sign-off of comms. The scope of your role will cover communications that are directly sent to supporters by email and SMS, and how to guides and videos that deliver timely helpful information to our supporters. You will need to coordinate with our separate PR & Comms team to ensure our messages align with any press, media or web content they produce. You will also provide content creation services to the Supporter Services team, maintaining content in standard response libraries, public FAQ and internal knowledgebase articles, and automated/self-service experiences like chatbots.
As a secondary responsibility, you will support with internal quality assessments and conducting qualitative analysis of supporter views, feedback and sentiment from the contacts our Supporter Services team handle.
What will you be doing?
- Owning the end-to-end process within the Club for requesting, creating, approving and sending service communications to fans.
- Carrying out the following activities through the full lifecycle of service comms: receiving requests from stakeholders (planned or ad-hoc); determination of the channel(s) that will be used to send the comms in, management of the comms timelines, creation of comms content; checks and formatting of provided data; sign-off of content and data with stakeholders; load and test send of communication; sending of communication; evaluation of the effectiveness of the comms, feedback and reporting to stakeholders.
- Working with the LFC brand team and Supporter Services Senior Manager to define a “Service Tone of Voice” for Supporter Services, which should align with the club-wide LFC Tone of Voice Guidelines, and a quality framework for assessing how well our team are managing supporter contacts in line with our standards.
- Ensuring that all comms content is produced in-line with the guidelines above, and any instructions to fans are accurate, accessible and clear, and provoke the action needed.
- Developing and keeping up-to-date content that the Supporter Services team can use to service supporters better, including standard templates, content on the Liverpool FC Help Centre, our internal team knowledgebase, and messages/answers to use within automated service experiences like chatbots.
- Assisting Supporter Service Team Managers by completing regular quality assessments for the Supporter Services team and supporting with calibration.
- Using available reporting data to monitor performance of standard responses, Help Centre articles, internal knowledgebase content, and automated/self-service journeys to continuously improve the effectiveness of their content. As part of this, you will be responsible for changes such as updating article category structures or changing the questions and answers in chatbots. Major changes and new launches will be supported by the Technology, Data and Comms Product Owner.
- Working with your own team and others to track the impact of our comms and content on contact volumes and the wider Fan Experience and satisfaction; reviewing feedback indicators and using them to make constructive changes to our content.
- Where required, getting involved with projects around the club that will have an impact on fans and working with the project teams to prepare communications and content to support the smooth implementation of projects.
- Creating an internal network allowing you to keep aware of when changes are happening so our comms and content is always up to date.
Who are we looking for?
To be successful in this role, it is vital you have experience of creating and distributing written communication, and understand the impact of one-to-many communications and one-on-one interactions on delivering a service/experience. It is important you can build and maintain strong relationships with multiple teams and locations, as well as challenging and influencing stakeholders. You need to be passionate about fans and service and have a love of helping people. You’ll be able to create content that cuts through complicated policy and procedure to distil a clear message or call to action with a drive for continuous quality improvement. It is also desirable if you have experience working in a customer service/ experience role, plus working with natural language or text analytics platforms.
The right candidate will have excellent technical standards of English language and communication skills with a strong attention to detail and accuracy. You will have a high level of excel and database proficiency and be able to sort and manage the large data sets needed to execute accurate fan comms. You should have experience in using different systems such as Excel, marketing campaign software, contact centre systems and basic reporting.
Why should you apply?
This is a full-time permanent role working 35 hours per week, Monday to Friday. Your main base will be our Anfield stadium office where you’ll be expected to work for most of the week, though we do allow some hybrid working.
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.
