Supporter Escalations Executive

Application Deadline: 15 October 2026

Description

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.

Key Responsibilities

This role is key to support the Club's mission to tackle ticket touting by independently managing a high volume of complex supporter investigations, sanctions, appeals and escalations. Use AI, technology and spreadsheet-based data analysis to identify patterns, trends and emerging risks, while applying excellent judgement and delivering clear, empathetic communication. Ensure every case is handled efficiently and consistently, upholding Club policy, values, legal obligations and fairness across the whole fanbase.

You will:

• Independently own a high-volume caseload of complex investigations, sanctions, appeals and escalations, organising priorities and progressing each case from initial contact through to timely resolution.
• Use strong written and verbal communication skills to guide supporters through complex decisions, evidence requirements, appeals and escalation routes with clarity, professionalism and empathy.
• Act as the primary point of contact for supporters, confidently managing sensitive enquiries and difficult conversations while setting clear expectations and maintaining agreed service standards.
• Coordinate and administer appeals and case reviews independently, assessing complex information thoroughly and ensuring decisions are timely, evidence-based, consistent and fair.
• Work closely with Ticketing, Supporter Services, Security, Legal and Compliance teams, translating case evidence and policy into accurate, accessible communications for supporters and senior stakeholders.
• Recognise vulnerable or exceptional circumstances, exercise sound judgement and escalate appropriately so individual factors are considered within Club policy without compromising consistency or fairness across the fanbase.
• Maintain accurate, well-organised case records across CRM, case-management and spreadsheet tools, documenting evidence, actions, communications and outcomes in line with data protection requirements.
• Use spreadsheets, reporting tools and appropriate AI-enabled technology to analyse case data, supporter feedback and appeal outcomes, identifying patterns, trends, anomalies and opportunities for improvement.
• Use insights and technology to improve workflows, communications, templates, guidance, FAQs and self-service content, increasing efficiency while protecting quality and the supporter experience.
• Uphold the Club's fan-first culture, policies and values by balancing robust enforcement with empathy, transparency and consistent treatment for every supporter.
• Track and report on response times, appeal turnaround, supporter satisfaction, case outcomes and recurring trends, using reliable data analysis to provide clear insight to senior stakeholders.
• Build trust and confidence by ensuring supporters feel heard, informed and respected throughout their appeal or escalation, regardless of outcome, while protecting consistency and fairness across the whole fanbase.