About the role
Specialist, Supporter Services (Casual Contract)
We are looking for individuals with excellent customer focus to join our Supporter Services team on a casual basis. In this role, you will manage inbound and outbound fan/customer contact, resolving complaints and queries and delivering consistently excellent service across phone calls, emails, web chat and face to face.
What will you be doing?
- Efficiently handle contacts to and from Liverpool FC supporters relating to a variety of club products and services.
- Provide all information that the supporter needs in a clear and accurate way and promote additional relevant services as appropriate.
- Process any administration tasks as and when needed.
- Represent the LFC Brand by delivering consistently high- quality interactions and maintaining the integrity of supporter information.
- Adhere to Club policies and procedures with particular attention to security, data management, payment information and cash handling guidelines.
- Work proactively as a part of the wider team.
- Accurately record reasons for supporter contact to help with future planning and forecasting and to aid with root cause analysis and problem solving.
Who are we looking for?
To be successful in this role, you will be customer and people focused with a natural ability to work with people of all ages and backgrounds. You will have a passion to help our supporters and an enthusiasm to deliver exceptional fan experiences, building rapport quickly and managing conflict where appropriate. You will have excellent verbal and written communication skills and be motivated by working with people. As an excellent team player, you will have a flexible approach and can adapt to change in a busy environment. You will have experience in a customer service position, preferably in a call centre/ office environment.
You will be self-motivated and driven to do the ‘right thing’. You’ll be digitally literate with good Microsoft Office skills with the ability and confidence to learn new systems quickly.
Why should you apply?
This is a casual position.
Your main base Anfield Stadium.
If successful, you will be invited to take part in an assessment centre on Tuesday 17th December 2024 which could last up to 3 hours. You will recieve further information regarding this closer to the time.
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.
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