An exciting job opportunity has arisen at Leeds United Football Club for a Supporter Services Manager based at Elland Road Stadium.

As Supporter Services Manager you will be responsible for responding to supporter feedback and complaints across all areas of the club ensuring that customers receive a timely and positive response. Your goal must be to do everything possible to ensure a positive customer experience through resolving their complaint or query.


KEY RESPONSIBILITIES:
– To ensure that complaints are resolved and responded to within agreed timescales and in accordance with club policies and procedures.
– To provide the highest level of customer service and resolution to complaints and enquiries.
– Proactively dealing with customer complaints and enquiries, ensuring end to end management with regular communication and feedback to supporters.
– Maintain and enhance effective query and complaint handling systems and best practice.
– To produce reporting on complaint handling and complaint statistics to be shared with the Senior Management Team.
– Oversee root cause analysis on complaint and incident trends.
– To provide assistance and feedback to front-line colleagues to improve customer experiences and outcomes to ensure commitment to continuous learning from complaints and customer feedback.
– Dealing with complex complaints and multi departmental issues to prevent escalations.
– Implement new technology to improve and reduce customer queries.

IT IS ESSENTIAL THAT THE IDEAL CANDIDATE WILL HAVE:
– Previous experience of working within complaints handling, complaint resolution and a customer services environment is essential for this role.
– A talent for effective, engaging written and verbal communication; and exceptional interpersonal skills.
– PC skills – Use of MS Office systems including MS Excel, Word and Outlook
– Good organisational, workload management and prioritisation skills.
– The ability to perform under pressure and operate in a fast-paced environment

IDEAL BEHAVIOURS WE LOOK FOR IN TEAM MEMBERS INCLUDE:
– Ability to use initiative and be creative
– Strong customer service skills
– Excellent communication skills
– Confident and assertive
– Ambition, passion and willingness to learn
– A positive attitude undertaking any aspect of the job role

EQUALITY & DIVERSITY:
As we are a diverse organisation that respects differences in race, ethnicity, religion or belief(s), gender, gender identity or expression, sexual orientation, marital status, disability, age or with regards to pregnancy or maternity, we welcome all applications. We want everyone to feel valued and included in the football community and to achieve their full potential. Leeds United is opposed to any form of discrimination and commits itself to the redress of any inequalities by taking positive action where appropriate.


SAFEGUARDING & RECRUITMENT:
Leeds United FC are committed to safeguarding and promoting the welfare of children, young people and adults at risk, and expect all staff to share this commitment. All staff, whatever their role will receive safeguarding training and will be expected to champion the culture of ‘safeguarding is everybody’s responsibility’.

You can apply by completing our online application form: https://forms.office.com/e/YGFbWxMkGr