Birmingham City Football Club is seeking a passionate and customer-focused Supporter Services Officer to join our Fan Experience team. You will play a pivotal role in enhancing the matchday and overall fan experience by providing exceptional customer service and addressing fan inquiries, complaints, and feedback. You will also contribute to fan engagement initiatives, ensuring that our supporters feel valued and heard. Core Responsibilities: Customer Service Management: Oversee the day-to-day supporter service operation at the Club. Serve as the primary point of contact for supporter inquiries, complaints, and feedback through various communication channels (email, phone, social media, and in-person). Address issues related to the Club’s services and products, including retail, ticketing, membership, streaming services, and the matchday experience. Maintain accurate records of supporter interactions using the Club's CRM system. Continually review and develop customer service procedures and policies, making recommendations for improvements. Provide monthly reports on supporter feedback to the Chief Fan Experience Officer and address urgent matters as needed. Produce the Club’s Customer Charter in line with EFL guidelines. Fan Engagement: Collaborate with the Senior Fan Experience Manager to enhance fan engagement and satisfaction. Assist with organising supporter engagement events, such as Blues Matters and Official Supporters Clubs (OSC) activities. Act as a liaison between the Club and OSCs, ensuring regular communication and collaboration. Support marketing campaigns to promote events, ticket sales, and special promotions to supporters. Participate in Blues Foundation community initiatives to strengthen the Club’s local impact. Matchday Operations: Manage the Supporter Liaison Officers (SLOs) on matchdays, ensuring all staff are prepared to assist fans effectively. Set up and manage matchday information points and fan assistance booths around the stadium. Crisis Management: Develop and implement crisis management plans to address emergencies, ensuring clear communication with supporters during such events. What we're looking for in you: Qualifications: A degree in Sports Management, Customer Service, Business Administration, or a related field is preferred. Experience: Previous experience in customer service, ideally within a sports organisation or similar environment. Experience managing teams and coordinating events is advantageous. A good understanding of football and the Club’s supporter culture. Knowledge of ticketing systems and fan engagement strategies. Skills and Abilities: Exceptional customer service skills with a friendly and approachable demeanour. Ability to handle complaints and difficult situations with professionalism and empathy. Strong verbal and written communication skills. Excellent organisational and multitasking abilities, capable of managing multiple priorities in a fast-paced environment. Strong problem-solving skills with the ability to think quickly and effectively. Familiarity with social media platforms and CRM systems. Ability to work collaboratively with a team and build positive relationships with supporters. Personal Requirements: Passion for football and a commitment to delivering an exceptional supporter experience. High level of integrity and discretion when handling sensitive information. Resilient, with the ability to work well under pressure while maintaining a positive attitude. Terms of Appointment: 37.5 hours per week, with flexibility to work evenings and weekends depending on match fixtures. 20 days of annual leave (rising by 1 day per year of service up to a maximum of 25 days), plus 8 statutory bank holidays. 6-month probation period. Birmingham City FC is committed to providing equal opportunities and is a Disability Confident employer. We welcome applications from all sectors of the community and will consider candidates based solely on merit, regardless of gender, race, marital status, age, nationality, disability, sexual orientation, political or religious belief, or family circumstance. The Club promotes a diverse and inclusive working environment and encourages applications from all individuals. If you require any adjustments to the recruitment or interview process, please include these in your application.