The team also manages supporter service and experience at London Stadium on home matchdays, with 50 Matchday Supporter Liaison Officers assisting fans with enquiries, support, and feedback inside and outside of the stadium.
In addition, the team routinely lead and support in the delivery of fan-focused projects working closely with the Clubs functions for ticketing, accessibility, operations, marketing and communications, London Stadium management and our external partners.
The Supporter Services team aims to provide the best service and experience with every interaction and to champion the voice of West Ham United supporters across the Club.
The role
We are looking for a highly organised, proactive, and passionate Senior Supporter Services Executive, who will be responsible for handling supporter, Club and stakeholder feedback and coordinating processes and procedures to meet SLAs and KPIs. You will be a skilled administrator who has a passion for service, ensuring we continue to offer a first-class supporter experience.
This is a fantastic role to develop your knowledge and grow your skills further within this dynamic environment, using the 2-3 years' experience that you will have gained from a similar role.
Key Responsibilities
* Review all outbound correspondence against the Supporter Services team KPIS, raising and maintaining quality of service
* Support in the delivery of all areas of supporter consultation, through administration, record keeping, meeting calendars, internal and external communications, department/stakeholder liaison, tracking and progressing actions
* Liaise with Club colleagues across multiple departments, stadium partners and external stakeholders on a daily basis to ensure supporters receive timely and effective responses to their enquiries, feedback and complaints
* Administer team calendar, meeting notes and actions to support team organisation and efficiency
* Attend all supporters’ meetings, taking comprehensive notes and coordinating actions and outcomes
* Coordinate all complaint records, including tracking all active complaints and investigations ensuring they remain compliant with SLAs and KPIs
* Coordinate the Supporter Services compliance records, identifying areas of good work as well as areas for improvement and items at risk
* Liaise with departments and stakeholders to ensure all complaints and investigations are resolved in an efficient and timely manner
* Provide support and guidance to front-line staff to complaint and matchday investigations
* Support in the delivery of Club/supporter-led equity, diversity and inclusion initiatives and events
* Develop ideas to improve the supporter experience
* Support Club departments with the delivery of projects
Quality and compliance
* Assess the ongoing quality of service through the completion of quality sampling in line with the Supporter Services KPIs. Work with management to identify support solutions required to enable colleagues to meet and maintain quality standards
* Sampling work of the Supporter Services team within Freshdesk CRM to help the management team with the maintaining of competence
* Quality checks all communications, processes and engagement tools used by Supporter Services
* Maintaining documents and records pertaining to the Club’s Supporter Services certified standards and compliance environment
* Liaising with business leaders and staff to ensure internal and external auditing activity, is maintained to a high standard, building effective working relationships
* Ensuring compliance monitoring, process and procedures are implemented and followed
* Complete annual reviews of processes and procedures and provide insight and recommendations to the management team
* To source and provide relevant information in response to Subject Access Requests or GDPR, in conjunction with business areas and third parties
Feedback analysis and performance/process improvement
* Carry out root cause analysis on all complaints handled, to properly understand the root cause(s) of the problem and make recommendations for training, process or other solutions to eliminate or reduce the risk of recurrence
* Identify improvements to processes, procedures, service and experience, and provide feedback to management team. Support and assist colleagues in understanding the impact of quality, and delivering agreed standards of service
* You’ll be investigating queries, supporting business processes and procedures, and understanding the needs of our supporters and the business
* Through a defined checking process, you'll be ensuring all contact received to Supporter Services is compliant with the team’s policies
* Work with management to identify and confirm the nature and level of quality sampling requirements
* Provide feedback to management including ad hoc or regular reporting as needed and attendance at meetings as a complaints subject matter expert
* Quality assess the performance of all Matchday Supporter Services staff, resources, and the supporter journey using feedback and in line with the Clubs values and service expectations
* Monitor the handling of service concerns and support the provision of a high-quality service to supporters or Club colleagues
Additional responsibilities
* Respond to inbound supporter enquiries, supporting the Supporter Services Executive team in peak or cover periods
* Assist with enquiries as delegated by Supporter Services management team
* Monitoring fan forums, social media and other digital channels to identify issues raised by supporters and flag these to colleagues as necessary
* Escalating complaints to Supporter Services management team in a timely manner and within service team SLA’s and KPI’s
* Seeking the latest service information from across departments in order to update Club channels in a timely manner
* Support the delivery of the core matchday service function of 50 SLOs preparing service strategy; deployment plans; training; briefings; performance management; resources; fan engagement tools; relations with stadium staff
* Attend pre and post-match meetings
* Develop a comprehensive understanding of all matters relevant to Club and supporter relations
* Gather feedback (formally and informally) from supporters, identify key issues and opportunities and communicate these to the Club
* Support endeavours to continually improve relationships with key stakeholders
Matchday responsibilities
* The successful candidate will be required to work at men’s and women’s first team home matches in rotation with the team. As with all jobs in sport, the position may include working on matchdays or events at weekends and bank holidays, so flexibility will be essential
Person Specification
Abilities, Skills, Knowledge
* Excellent personal organisation skills to plan and prioritise your workload
* An outstanding attitude and passion for service
* Strong interpersonal skills and is able to articulate views constructively, verbally and in writing
* Meticulous attention to detail
* Able to structure and process qualitative or quantitative data and draw insightful conclusions from it
* Demonstrates tenacity and willingness to go the distance to get something done
* Moves quickly to achieve goals and takes a firm stand without being abrasive
* Plans, organises and schedules in an efficient, productive manner. Focuses on key priorities
* Uses initiative and able to work independently
* Brings new ideas to the team/business
* Committed, hardworking, with a flexible approach to working hours
* Ability to work efficiently and deal calmly with pressured situations
* Ability to think through problems and to offer proactive solutions
* Understanding and commitment to the Club’s Equity, Diversity and Inclusion Policy
Specific Experience
* Experience in organising and prioritising complaints as well as working with different stakeholders and departments to bring about resolution (E)
* Experience in compliance or regulatory administration (D)
* Experience in a service focused role (D)
* Experience identifying complaints which require immediate escalation to internal health and safety or safeguarding colleagues or external agencies and services (E)
Education, Qualifications, Training
* A-Level/Degree Educated or professional equivalent experience (D)
* Safeguarding or Health and Safety competent (D)
* Experienced in working with diverse communities and people of different backgrounds and circumstances (D)
* Excellent I.T. skills (E)
* Excellent written and verbal communication skills (E)
* Excellent understanding of Microsoft Office suite (E)
* Previous experience with Freshdesk or equivalent CRM (D)
We are committed to the principle of equality and equal opportunities in employment. We will actively promote equality and equal opportunities in our business to ensure that individuals receive treatment that is fair and equitable and consistent with their relevant aptitudes, potential skills and abilities. Employees will be recruited and selected, promoted and trained on the basis of objective criteria.