Casual Customer Service Executive

About the Role

As a Casual Customer Service Executive, you will be working in a dynamic environment, responding to supporter queries via email, and ensuring every interaction reflects the company's values and commitment to world-class service. This role is largely remote, offering flexibility around key seasonal trading periods throughout the year.

The Retail team at Arsenal Football Club is dedicated to providing an exceptional experience for all supporters. As a Casual Customer Service Executive, you will be an integral part of this team, working closely with colleagues and external partners to deliver seamless resolutions and support personalized experiences.

What You Will Do

• Respond to Arsenal Direct email queries in a professional, supportive, and timely manner
• Resolve supporter queries, including order tracking, lost parcels, refunds, exchanges, payment queries, member discounts, and Stadium Tour enquiries
• Collaborate with key partners, such as the call centre, warehouse teams, couriers, and external partners, to provide seamless resolutions
• Support personalized experiences by managing personalization requests and special supporter enquiries with care and attention to detail
• Track team performance by maintaining shared documents and trackers to help monitor team activity and service levels
• Embrace busy trading periods and thrive in a fast-paced environment while maintaining accuracy and a positive approach during seasonal peaks
• Work closely with colleagues to continuously improve processes and enhance the supporter experience
• Develop and maintain a thorough understanding of Arsenal Direct products and services
• Provide feedback and suggestions for improving the supporter experience
• Participate in training and development opportunities to improve skills and knowledge

What We Are Looking For

• Excellent written communication skills, with the ability to provide clear, professional, and empathetic responses to supporters and customers
• A passion for customer service and creating positive and memorable experiences for every supporter
• Ability to work accurately at pace, remaining organized and detail-focused while managing a busy and varied workload
• Advanced Microsoft Office skills, including Outlook, Word, Excel, Teams, and similar systems
• Confidence in using multiple systems and adapting to new platforms and tools
• Collaborative approach, with a willingness to partner with colleagues and external stakeholders to find solutions and deliver the best outcomes
• Flexibility and adaptability, with availability to support across key trading periods and variable hours throughout the year
• Continuous improvement mindset, with a proactive approach to improving processes and enhancing the supporter experience
• Ability to work in a fast-paced environment and maintain a positive approach during busy periods

Nice to Have

• Experience in a customer-facing role, preferably in a sports or retail environment
• Knowledge of customer service software and systems
• Familiarity with Arsenal Football Club's products and services
• Basic knowledge of adjust and Excel
• Certification in customer service or a related field

Benefits and Perks

• Opportunity to work with a leading football club and contribute to delivering exceptional supporter experiences
• Flexible and remote working arrangements, with the ability to work from home and balance work and life
• Collaborative and dynamic work environment, with a team of dedicated professionals
• Opportunities for training and development, including customer service and product knowledge
• Access to exclusive Arsenal Football Club events and experiences
• Competitive salary and benefits package, including holiday pay and pension scheme
• Opportunity to work with a diverse and inclusive team, committed to promoting equality and diversity

• Be prepared to showcase your excellent written communication skills and passion for customer service in your application and interview.
• Familiarize yourself with Arsenal Football Club's products and services, as well as their commitment to equality, diversity, and inclusion.
• Highlight your ability to work accurately at pace and maintain a positive approach in a fast-paced environment.
• Emphasize your collaborative approach and willingness to partner with colleagues and external stakeholders to find solutions.
• Be prepared to discuss your experience with customer service software and systems, as well as your knowledge of adjust and Excel.
• Showcase your continuous improvement mindset and proactive approach to improving processes and enhancing the supporter experience.
• Research the company culture and values, and be prepared to discuss how you can contribute to and thrive in this environment.