Customer Services Executive Norwich, England
Job description
An exciting opportunity has arisen for an experienced candidate to join the Customer Services team at Norwich City Football Club in the role of Customer Services Executive. This is an excellent role for someone who has excellent customer service skills, and thrives in a busy and fast-paced environment.
The successful candidate will be responsible for providing excellent standards within our Main Reception area, including first-class face-to-face communication with visitors to the Club. They will ideally have a passion for sport and be excited to work within an elite environment. Previous sales experience is desirable.
Key tasks/responsibilities include, but are not limited to:
- Greet all customers in South Stand Main Reception, and provide a professional and friendly attitude and appearance whilst working. Direct guests as required.
- Accept all inbound mail deliveries and ensure these are promptly received by the correct members of staff.
- Co-ordinate all outbound mail from Carrow Road each day and ensure that this is processed and collected correctly by the relevant courier service.
- Professionally and promptly answer inbound phone calls and direct them to the relevant person or department.
- Record all complaints that come into the Club via the main reception, either via phone/email, and report these to the CSM.
- Provide professional responses to inbound customer emails and LiveChat within agreed SLAs.
- Assist with managing customer contacts, details, and complaints within the Club’s CRM system.
- Continually develop excellent product knowledge of everything on sale at the Club, using this knowledge to upsell to customers and guests that come to Carrow Road. Promote revenue generation through the upselling of these products within agreed KPIs.
- Manage the South Stand Reception area on matchdays. This will involve hosting and welcoming hospitality guests of the Club, dealing with any ad hoc queries they have, and assisting with the upselling of additional matchday products.
- Undertake relevant training and follow procedures working with the Safeguarding team to identify and assist vulnerable supporters. To be recognised internally as a “Safeguarding Champion”.
- Support the Customer Services Manager with ad hoc administration tasks as required.
Don’t miss out on this fantastic opportunity to join the Canaries, click ‘Apply’ now to become our Customer Services Executive.
Closing date: Monday 21 August 2023
Norwich City Football Club are committed to ensuring equal opportunities are given to all and welcomes applications from all areas of the community regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships.
Norwich City Football Club is an equal opportunities employer and recognises the importance of safeguarding children and vulnerable adults in the workplace. Please be aware that a criminal disclosure and identity check will be carried out for this post. Engagement will be subject to a satisfactory DBS disclosure.
