Guardian Jobs
Customer Engagement Manager, FOOTBALL ASSOCIATION
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Customer Engagement and Accessibility Executive – Wembley Stadium
The Football Association (The FA) are seeking a customer-focused and proactive professional to become the hub of excellence for Wembley Stadium’s world-class visitor experience.
About the Role
The ideal candidate will deliver exceptional customer engagement across every touchpoint—from initial enquiry to post-event feedback—ensuring seamless interactions through the telephone, email, social media, live chat, and CRM platforms. You’ll drive service improvements using data-led insights, collaborate with internal and external stakeholders to optimise event operations, and champion accessibility, equality, and inclusive customer service principles.
Key responsibilities include supporting event day operations, managing guest enquiries and escalations, leading customer journey optimisation, and contributing to strategic service enhancements. The role spans both office-based and on-site involvement, with flexibility required for evenings, weekends, and public holidays in line with Wembley’s event calendar.
What Will You Be Doing?
Core Responsibilities
-
Leadership & Team Management
- Support the Senior Customer Engagement and Accessibility Manager in planning, delivering, and improving customer engagement operations at Wembley Stadium and The FA.
- Line manage Customer Engagement Officers, providing leadership, coaching, performance management, and development to ensure a high-performing team.
- Lead events partner engagement and resource allocation from a customer perspective, ensuring accessibility compliance, staffing plans, and operational readiness.
-
Customer Engagement & Complaints
- Manage guest enquiries, complaints, and escalations via Freshdesk and other channels, delivering timely, accurate, and empathetic resolutions.
- Multiply channel management: telephone, email, social media (including live updates), web chat, and CRM systems.
-
Process & System Optimisation
- Oversee and continuously improve CRM systems (e.g., Microsoft Dynamics, Excel-based reporting) to enhance customer journeys and self-service content.
- Drive performance improvements by analysing customer feedback, operational data, and accessibility metrics, leading initiatives to align services with guest needs.
- Maintain accurate, consistent, and up-to-date content across digital touchpoints, including Freshdesk, help centres, and chatbots.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
-
Events Support
- Plan, recruit, train, and lead the Event Day Customer Engagement Team, including rostering, deployment, and on-site management.
- Wear a leadership role on event days, resolving guest issues, supporting accessibility needs, and deputising for senior managers as required.
-
Collaboration & Strategy
- Work closely with Ticketing, Crowd Safety, Medical, and Safeguarding teams to ensure seamless operations during major events.
- Support accessible ticketing services, including contact centre operations during high-demand periods (e.g., international fixtures, FA Cup finals), and drive efficiency gains.
-
Diversity & Inclusion
- Champion accessibility best practice across all touchpoints, embedding equity and inclusion in service delivery.
-
Adherence to Policy
- Comply with health, safety, data protection, and FA/operational policies.
- Undergo a DBS check in line with The FA’s safeguarding commitments.
What Are We Looking For?
Essential Criteria
✔ Previous experience in a customer-facing role (e.g., contact centre, hospitality, events). ✔ Strong problem-solving and quick decision-making in fast-paced environments. ✔ Experience in CRM administration, customer journey mapping, and process optimisation (e.g., knowledge management, workflow efficiencies). ✔ Significant administrative experience, including analytical tasks. ✔ Proficient in Microsoft Office, particularly Excel (data analysis, reporting, quantitative improvements). ✔ Experience handling customer feedback, complaints escalations, and multi-channel engagement. ✔ Audit-level understanding of accessibility standards (e.g., Equality Act 2010), inclusive service principles, and reasonable adjustments. ✔ Ability to adapt to changing priorities and work in flexible timeframes (including evenings, weekends, and public holidays). ✔ Strong organisational skills and stakeholder management to align functions across ticketing, operations, and safety teams.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Desirable (Not Essential, But Considered a Bonus)
✅ Past experience in a contact centre or ticketing environment. ✅ Familiarity with matchday/event operations, including staff coordination, crowd flow, or emergencies. ✅ Knowledge of IVR (interactive voice response) systems or advocacy support organisations (e.g., STAR, IFO). ✅ Experience with specific CRM platforms (e.g., Salesforce, Oracle Service Cloud) or Microsoft Dynamics. ✅ Industry exposure in sport, entertainment, live events, or venue operations.
What’s in It for You?
Working Environment
- Stunning retreat: Offices located underneath the iconic Wembley Stadium arch, giving a unique blend of iconic stadiumscape and professional workspace.
- Sporting legacies: On-site access to St George’s Park Elite Performance Centre, a world-class hub for England’s football talent.
Competitive Benefits
- Free national stadium access (including event day tickets).
- Free, nutritious meals weekdays at Wembley and St George’s Park.
- Private medical coverage (fully sponsored).
- Discounted pension scheme.
- Enhanced Wellbeing:
- 25 days’ annual leave (plus 1 'Thank You' day, plus in-work volunteering days).
- Hybrid working model: Flexible office/home split, tailored to team requirements.
- Career development: Opportunities to grow strategically within sports/venuem management.
Our Commitments
- A purpose-driven workplace: Football is more than sport—it’s a catalyst for community, culture, and change.
- Diversity, equity, and inclusion: We encourage candidates to be their fully authentic selves and welcome underrepresented voices.
For more details, visit: The FA Careers
Flexibility: Hybrid model currently in place with compulsory onsite presence x days/week as required by team needs. Check role-specific terms on The FA careers portal.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location