Tottenham Hotspur Football Club
Customer Care Agent
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Who Are We
Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the Premier League and Women’s Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that’s always dared to push boundaries, breaking new ground and rewriting history.
We are at our brightest when we’re all together. Our club, our teams, our community. We are entering a new era at Tottenham with a new club strategy, new leadership, and a focus on putting our fans at the heart of everything we do as we continue to strengthen our connection with our DNA, our home, and each other.
We’re at our brightest when we’re all together. Our Club, our teams, our community.
Role Purpose
To provide comprehensive and high level customer service to all supporters and patrons, across a range of mediums, with a strong focus on ticketing assistance.
Key Responsibilities
The post holder will:
- Provide first class customer service and share workload when handling enquiries via telephone, email, chat and in person, concerning Tickets, Retail, Visitor Attractions and Matchday, to represent the Club in a positive manner within agreed service levels.
- Be target driven and responsible for individual performance, such as First Contact Resolution (FCR) targets with the aim to reduce the number of queries that need to be escalated.
- Proactively assist customers with enquiries using The Club's communication channels (Telephone Line/Email and Live Chat).
- Respond to complaints in an efficient and constructive way, looking for solutions and ensure solutions meet customer service expectations.
- Ability to build strong working relationships (internal/external).
- The role will involve the requirement to work shifts which may include early starts, late finishes, weekends, bank holidays and matchday/concert working.
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Person Specification
Qualifications / Training
- Experience of working within a customer service team (call centre or within a retail environment) with experience of complaints handling.
Skills & Experience
- Excellent and proven face-to-face customer service skills, including strong written and verbal communication skills.
- Has innovated and delivered initiatives to improve the customer service experience.
- Exceptional oral and written communication skills, tailoring own style according to audience.
- The ability to compose unique correspondence in a pressured environment.
- Excellent general IT literacy.
Personal Attributes
- Thinks ahead, generates innovative ideas.
- Values & respects others, builds relationships, collaborates.
- Gets things done, delivers to highest of standards, takes responsibility.
- Excellent communication and interpersonal skills.
- Committed, hardworking, with a flexible attitude.
- Empathetic, values & respects others, builds relationships, collaborates.
- Able to work under pressure whilst maintaining standards and a positive attitude.
- High attention to detail.
- Highly organised, methodical, proactive and self-sufficient.
- Committed to Equality & Diversity.
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Safeguarding & Recruitment Statement
Safeguarding is fundamental to the success in all that we do. The Club follows a Safer Recruitment process for all roles. Successful candidates are to be reminded they would be subject to proportionate background, DBS and reference checks as required.
We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.
Reasonable Adjustments
We are committed to providing an inclusive and accessible recruitment process and will make reasonable adjustments at any stage of the application or interview process to support candidates with disabilities or specific needs. Please let us know if you require any adjustments so that we can ensure you have a fair and positive experience.
Please note that we reserve the right to close this vacancy early should we receive a high volume of applications or due to business needs, so early applications are encouraged.
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