At the heart and soul of London since 1895, West Ham United is a dynamic, fan-focused football club constantly moving forward but always with an eye on the past.
Merging its deep-rooted East London history with its forward-thinking flair at The London Stadium, West Ham United's flagship store has the widest range of Hammers-related kit, clothing merchandise, and accessories available anywhere.
Exciting news: The retail team is expanding, and we are looking for new talent.
Position:
Role: Customer Service Co-ordinator.
Department: Retail.
Location: London Stadium.
Contract: Permanent.
Salary: Competitive.
An opportunity has arisen at West Ham United Retail Department to join our customer service team as a Customer Service Co-ordinator. In this role, you will play a key role in overseeing the Customer Service provision within the Retail Department.
You will manage a small team, providing high-quality service to customers, motivating the team to maintain current customer loyalty and attract a new customer base. You will be expected to address customer complaints, gather and report data and feedback, improve product/service knowledge, and monitor compliance with company regulations.
Previous experience working within a customer service role or a logistics environment is essential. The ability to work under pressure in a fast-paced retail environment is advantageous. Preferred candidates will have previously worked to tight deadlines and possess the ability to adapt to changing circumstances quickly. A keen attention to detail and an extremely organised mindset are crucial.
It is important that you are able to work shifts/weekends and flexible hours, especially at peak times (kit launches, Black Friday, and Christmas).
Key Responsibilities:
* Drive the customer service team to offer exceptional service to the current and new customer base.
* Ensure that the team is compliant with company policies and procedures and offer consistency in service delivery.
* Display extensive product knowledge, promoting the vision of the club.
* Conduct regular training sessions with the team.
* Handle customer enquiries and complaints within the retail store department through email, phone, and customer messages.
* Communicate courteously with customers in both discussions and correspondence.
* Analyse statistics and other data to ensure we’re providing a high standard of service delivery.
* Produce written information for customers, often involving the use of computer packages.
* Develop procedures, policies, and standards to improve the quality of service for the customer.
* Develop feedback and complaints procedures and communicate them to the team.
* Ensure all email/telephone correspondence is dealt with in a fast and professional manner.
* Process customer returns, exchanges, and refunds.
* Work closely with the warehouse and online team when required by your Line Manager/Supervisors.
* Create a positive team spirit to ensure all colleagues feel motivated to perform at their best.
Requirements:
Person Specification
The ideal candidate will have skills and experience in the following areas;
Education/Qualifications/Experience:
* Minimum of 2 years’ experience working within a customer service/logistics environment.
* Diploma in administration is desirable.
* Experience within management is desirable.
* Demonstrable experience of delivering an excellent standard of customer service.
* Demonstrate an excellent standard of spoken and written English.
Abilities/Skills/Knowledge:
* Strong decision-making, organisational, planning, and analytical skills.
* Ability to use own initiative.
* Good interpersonal and communication skills.
* Computer literate.
* Provide excellent customer service.
* A professional telephone manner.
* Problem solver.
* Driven, positive, and passionate.
* Work effectively within a team environment.
* Can perform under pressure and operate in a fast-paced environment.
* Excellent time management.
Other information:
Benefits on offer (may vary based on contract type and location)
* 25 days annual leave plus your birthday off.
* Pension and life insurance.
* Healthcare cash scheme.
* Travel season ticket loan.
* Cycle to work scheme.
* Priority access to apply for match tickets.
* Discounted season tickets.
* Staff discounts in the club store, café, and our official partners' products and services.
* Discounted gym membership and onsite fitness room facilities.
* Family-friendly leave policies.
* Company social events.
EDI Statement
Our club's history is rooted in a solid commitment to equity, diversity, and inclusion, and we openly strive to be leaders in promoting EDI values. West Ham United is tactical in its approach to addressing inequity and prioritising the undertaking of meaningful and lasting change for all.
We prioritise removing barriers to attracting and engaging the best talent from all communities. We are proactive in creating equal access to opportunities and benefits for everyone and a discrimination-free environment where everyone experiences being treated with dignity and respect regardless of their background, circumstances, or protected characteristics.
Safeguarding
At our Club and Foundation, we advocate a proactive approach to ensure every child and adult has the right to experience safety and be treated with care, respect, and dignity. Therefore, we prioritise protection from harm and promote safeguarding good practice and compliance as an integral part of all our operations and engagement. This includes conducting robust, safer recruitment checks to identify any potential risks associated with individuals who may pose a threat to children or adults who are at risk of harm.
How to Apply
To apply, please reply to the link with your full CV and a supporting statement outlining your motivation for applying and how you feel you meet the profile of the candidate we are looking for.
The deadline for applications is Friday 10th January 2025. Please note that the vacancy may close early if there is a high volume of applicants.
Queries
Thank you for your interest. If you have any queries or require support with your application, please contact.
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