Wrexham AFC
Fan Services Specialist
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The Role
Reporting to the Fan Services Manager, the Fan Services Specialist will deliver exceptional supporter care and communication across all contact channels. The role focuses on assisting supporters with ticketing queries, memberships, accessibility needs, and general Club information via email, telephone, live chat, and social media.
The postholder will play an important role in ensuring every supporter receives a friendly, professional, and efficient service, helping to enhance the overall fan experience on both matchdays and non-matchdays.
NB - This role requires flexibility to work evenings, weekends, and Bank Holidays as the Club diary dictates.
Main Responsibilities:
- Provide first-class supporter service across all communication channels, (some yet to be introduced) including email, telephone, in-person enquiries, social media, and live chat.
- Respond promptly, accurately, and empathetically to enquiries relating to ticketing, memberships, accessibility, account issues, and general Club information.
- Process ticket orders, exchanges, refunds (where applicable), membership sales, and account updates through the Club’s digital ticketing system.
- Demonstrate clear and confident communication to effectively upsell and cross-sell memberships, add-ons, and related products where appropriate.
- Develop in-depth knowledge of the Club’s ticketing system to process sales, resolve enquiries, manage entitlements, and support match and season ticket fulfilment.
- Manage fulfilment of physical tickets and membership packs, including postage, collections, and issue resolution.
- Support the Ticketing Sales & Operations team with post-match reporting, scanning data, sales reconciliation, and other administrative tasks as required.
- Assist supporters with updating personal details and provide guidance on navigating the online ticketing platform and digital ticketing.
- Coordinate and manage supporter ticket enquiries for home and away fixtures, cup matches, and special events.
- Ensure a smooth and positive supporter journey from ticket purchase through to matchday attendance, proactively resolving issues where possible.
- Monitor and engage with supporter enquiries on social media in line with Club tone of voice, service standards, and escalation protocols.
- Identify and escalate complex issues, safeguarding concerns, accessibility requirements, fraud risks, or formal complaints to the appropriate manager, ensuring timely and effective resolution.
- Assist with the preparation and communication of ticketing announcements, membership updates, FAQs, web content, and matchday information.
- Maintain accurate supporter records and ensure all data handling complies with Club policies, GDPR, and the Data Protection Act.
- Support the Club’s commitment to inclusivity, safeguarding, and accessibility, ensuring all supporters feel welcome, respected, and valued.
- Contribute ideas for improving supporter engagement, communication, and overall service delivery, including the supporter feedback loop.
- Assist with general administrative duties within the Fan Services department as required.
- Support matchday and event operations as part of the Fan Services rota, including ticket office, enquiries, and supporter assistance duties.
- Adhere to all Club policies, including Health & Safety, safeguarding, equality, diversity, and inclusion.
- Undertake any other duties commensurate with the role.
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About You
You'll have:
- Excellent written, verbal, and digital communication skills.
- Confident and professional telephone and customer-facing manner.
- Proven experience delivering high-quality customer service, ideally within a sporting, events, or entertainment environment.
- Strong accuracy and attention to detail when processing transactions and data.
- Confident using digital systems, including CRM and ticketing platforms.
- Calm, organised, and professional under pressure, particularly during high-demand periods such as matchdays.
- Positive and proactive approach to problem-solving, with a strong focus on supporter satisfaction.
- Polite, approachable, and enthusiastic when engaging with supporters across all communication channels.
- Trustworthy, honest, and dependable, maintaining confidentiality and professionalism at all times.
- Well-organised with a methodical approach to work and strong time management skills.
- Flexible and adaptable to varying working hours, including evenings, weekends, and matchdays.
- Able to work effectively both independently and as part of a team.
- Resilient and confident when handling challenging situations or complaints.
- Committed to enhancing the supporter experience.
- Demonstrates alignment with the Club’s values of inclusivity, respect, and service excellence.
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Experience and Qualifications required:
- 3 GCSE grades A-C (or their equivalent).
- Previous experience in working in customer service (e.g., within a retail environment)
Why Work for Us
If you are looking for an organisation committed to building a strong, inclusive, high performing workplace where every individual is valued, supported and empowered to grow with fantastic benefits which include:
- Health Cash Plan
- EAP
- Enhanced holidays and long service days
- Enhanced pension
- Death in service
- Enhanced sick leave
- Health and wellbeing time off
- Volunteering day
- Salary sacrifice benefits and retail discounts
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