Manchester United
Support Escalations Executive
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Supporter Escalations Executive
Location: Old Trafford Stadium
At Manchester United, we believe that excellence on the pitch starts with excellence off the pitch. Our team thrives in a high-performance environment, united by a shared passion for success. We aim to elevate the standard of performance through collaboration and continuous growth, creating a space where everyone can contribute their best to our common goals.
We work together at our iconic Manchester United offices, enabling connection and innovation as we look ahead to what we can achieve as a global football club. We are excited to bring in passionate people who share our vision and drive for success.
The Role
As our Supporter Escalations Executive, you will play a key role in supporting the Club's mission to tackle ticket touting while ensuring supporters receive a fair, transparent and professional experience throughout the investigation and appeals process.
You will own the supporter journey for those affected by ticket misuse investigations, acting as the primary point of contact from initial communication through to resolution. Working closely with teams across Ticketing, Supporter Services, Security, Legal and Compliance, you will ensure communications are accurate, empathetic and aligned with Club policy.
This is an excellent opportunity for someone who is passionate about delivering outstanding customer experiences, enjoys resolving complex cases, and can balance supporter advocacy with the consistent application of policies and procedures.
Key Responsibilities Include
- Managing the end-to-end supporter journey for investigations, sanctions and appeals, ensuring a consistent and professional experience.
- Delivering timely, accurate and empathetic communications that clearly explain decisions, processes and available options.
- Acting as the primary point of contact for supporters involved in anti-touting cases, responding to enquiries and managing expectations.
- Coordinating appeals and case reviews, ensuring submissions are handled fairly, thoroughly and within agreed timescales.
- Collaborating with internal stakeholders to ensure communications accurately reflect case outcomes and Club policy.
- Identifying vulnerable or exceptional circumstances and escalating cases where appropriate.
- Maintaining accurate case records and ensuring compliance with data protection requirements and internal procedures.
- Monitoring supporter feedback and identifying opportunities to improve processes, communications and the overall supporter experience.
- Supporting the development of communication templates, guidance materials, FAQs and self-service content.
- Tracking and reporting on key performance measures, including response times, appeal turnaround times and supporter satisfaction.
- Building trust and confidence in the Club's processes by ensuring every supporter is treated with fairness, empathy and respect.
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The Person
- Experience in a customer service, supporter services, complaints, case management or customer relations role.
- Excellent written and verbal communication skills, with the ability to explain complex decisions clearly, professionally and empathetically.
- Proven experience managing sensitive or challenging conversations while remaining calm, objective and solution-focused.
- Strong organisational skills with the ability to manage multiple cases and competing priorities effectively.
- Excellent attention to detail and the ability to apply policies consistently while balancing supporter advocacy.
- Experience working collaboratively with a range of stakeholders.
- Confidence using CRM or case management systems to maintain accurate records and manage cases efficiently.
Our Values
- Badge – Earn the badge, every day. Respect our history and heritage. Be best in class and deliver to the standards expected of Manchester United. No one is bigger than the club.
- Bravery – Be bold, be brave, and take calculated risks. Do things differently and innovate. Lead by example and do what’s right for the club, even when it’s hard.
- Spirit – Embody the spirit of Manchester United. Show strength of character, act with passion, and fight back, no matter what.
What We Offer
At Manchester United, we recognise that our people are at the heart of our success. That’s why we offer a range of rewards designed to support your professional and personal well-being:
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- Annual Incentive Scheme to reward your dedication and hard work
- 25 days annual leave (plus bank holidays) and an opportunity to purchase additional holiday days
- Electric Vehicle scheme via Octopus and cycle to work scheme
- Simplyhealth Cash Plan: Supporting you with your everyday healthcare needs
- Wellness Support with access to mental health resources, digital health checks, and & nutritionists through Aviva Digicare+ Workplace
- Exclusive Discounts through our United Rewards platform, giving you access to exclusive deals from the club and partners
- Gym Facilities in our onsite locations and opportunities for regular social events and team-building activities
- Enhanced family Leave Benefits and policies
- Enhanced Career Development with access to professional learning platforms like LinkedIn Learning, and internal training programs
- A Supportive Work Environment that values diversity, equity and inclusion, and individual growth
Our Commitment To You
We believe that a diverse and inclusive environment makes us stronger. We are committed to building a team where everyone feels welcomed, valued, and empowered to contribute their unique perspectives. Diversity, equity, and inclusion sit at the core of our recruitment strategy, and we welcome applicants from all backgrounds.
Ready to Join Us?
If this sounds like the perfect role for you, please submit your application by Friday 21st August.
Manchester United is committed to safeguarding children and vulnerable adults, and as part of this commitment, all candidates will undergo a Disclosure and Barring Service check and reference checks.
If you need any adjustments to help you perform at your best during the recruitment process, please contact us, and we will be happy to discuss them with you.
It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to you before applying for any of our roles.
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