The Football Association


Wembley Stadium

Salary Range


Contract Type

Full Time

Closing Date

18 April 2023

Job Description

The Role
It’s everyone’s stadium

The FA is looking for a Customer Engagement Manager to:

Deliver world class day-to-day Customer Engagement for The FA and Wembley Stadium in both a proactive, and reactive manner primarily through digital channels.
As Disability Liaison Officer, proactively support the Wembley Crowd Safety Team for stadium wide compliance, identifying improvements to service and driving change, and support the Ticketing Operations team with ticketing for guests with access requirements.
Lead manage and develop a team ensuring delivery against objectives and driving high standards of performance.
About the Team
Looking after our world class venues, these teams are in charge of making sure everything is safe and operationally ready. From day-to-day maintenance and perfecting pitches for matches to overseeing world-class music concerts, flagship NFL events and facilities upgrades, they’re custodians of English football’s two national homes.

What will you be doing?
Manage the customer service operation for all Wembley Stadium events, focusing on both pre-event communications, event day escalations and post-event contacts.
Act as the point of escalation for the Customer Engagement team, working with other departments as required to resolve all complaints. Act as the stadium representative for ADR bodies including STAR and The IFO.
Manage the Customer Engagement team to deliver customer contact functionality across Freshdesk and the Disability Access phoneline.
Provide leadership and high-quality people management to a team of Customer Engagement Officers. Ensuring delivery against team and individual objectives alongside supporting the growth and development of individuals within the team.
Respond to complaints received into other parts of the business, including the office of the Chairperson and CEO.
Develop regular and positive dialogue with all relevant departments to ensure accurate and up to date information is communicated both internally and externally; working with the MarComm team to provide support when required, or to ensure all external communication is aligned with the MarComm strategy, responding to issues as required.
Work with Wembley’s event day Customer Engagement team to ensure a seamless delivery of event day customer solutions.
Generate and own content on the Online Helpdesk, including content changes outside of normal office hours if required.
As DLO, support the event day Customer Engagement team to resolve event day queries. Manage issues, escalations and complaints for all enquiries associated with supporters with access requirements.
Provide guidance on the management of tickets for guests with disabilities, including the provision of personal assistant tickets for stadium guests.
Executes additional tasks as required in order to meet FA Group changing priorities.
Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.
As part of The FA’s commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.
What are we looking for?
Essential for the role:

Previous experience in a customer facing role
Proven people management experience
Significant administration experience
Good level of familiarity regarding major event delivery
Proficient skills in Microsoft Office
Flexible approach to working hours across a seven-day rota
Experience with online community management
Experience in an omnichannel customer service environment

Beneficial to have:

An active user of social media
Experience of working in a constantly changing environment and having to adapt appropriately
Experience of day to day budget management
Knowledge and understanding of the football industry at all levels
A high level of experience with Freshworks suite of products
What’s in it for you?
We are committed to ensuring everyone can flourish in their roles, in order to achieve this we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George’s Park in Staffordshire which is an exceptional setting to develop and inspire high-performing England teams and leaders.

We pride ourselves in offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:

Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season encouraging you to connect and learn with your colleagues and look after your mental health and wellbeing.
Free, nutritious lunches, at Wembley Stadium and St. George’s Park.
Free private medical cover.
A contributory pension scheme.
An additional Thank You days leave, volunteering days as well as 25 days annual leave.
A hybrid working model offering flexibility on where you work.

For more information on what it is like to work at The FA, please visit our FA Careers page,

Our Organisation
The Football Association [The FA] is the not-for-profit governing body of football in England. It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and generates significant revenue to support investment into English football each year.

The FA oversees England international teams across men’s, women’s, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup, Barclays FA Women’s Super League, FA Women’s Championship, and Vitality Women’s FA Cup, and the world-class facilities of Wembley Stadium and St. George’s Park, all with a purpose to Unite the Game and Inspire the Nation.

We currently work within a hybrid working model whereby the expectation is to work from your contractual location for part of the week, and as and when required by the team. The remaining days can be worked remotely. We will continue to monitor this model and it may be adjusted in future if deemed necessary.

Your contract with The FA will specify a fixed location of either Wembley Stadium, St. George’s Park or our Processing Centre, unless the role is advertised as a homebased contract. The contractual location of this role can be found at the top of this advert on our FA vacancy page.

The FA, For All, For You
Our equality, diversity and inclusion strategy forms an integral part of our long-term commitment to using our influence across English football to create a game free from discrimination.

A Game For All outlines three key strategic commitments – Lead the Change, Be the Change, and Inspire the Change – which will ensure tackling discrimination remains a core priority for English football for years to come.

We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work.

We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.

As part of The FA’s commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

To Apply

To apply please follow the link below: