Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London.
Led by the late great Bill Nicholson, the Club became the first in England to win the League and FA Cup Double in 1961, and the first in the UK to win a European Trophy two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.
In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts, and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.
The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.
Tottenham Hotspur has:
* A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad.
* A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent.
* Commercial partnerships with globally recognised brands including AIA Group Limited (AIA), one of the world’s leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company.
* A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040.
* An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health, and social inclusion programmes.
The Club is seeking a Customer Care Supervisor to manage and provide guidance, training and real-time support to a team of Customer Care Assistants, ensuring each assistant meets all performance standards to deliver a high-quality service. They will collaborate with the Customer Care Team Leaders, and report to the Customer Care Manager. This will be for all interactions across the Club’s varied business areas, including third-party events, and ensure a first-class experience that reflects the innovation and excellence of its groundbreaking stadium.
The Club is committed to providing exceptional experiences for our customers, whether they are purchasing football and event tickets, shopping in the Spurs Shop, or visiting our attractions. Our Customer Care Team ensures customer satisfaction by handling various inquiries, including ticket queries for events and attractions, shop questions and refunds, supporter and guest feedback, and accessibility information. We seek an experienced Customer Care Supervisor to support and elevate our customer service standards. The successful candidate will report to the Customer Care Manager and will collaborate with the Customer Care Team Leaders to ensure the effective management of inbound general customer inquiries. The position will involve working irregular hours (e.g., evenings, Saturdays, Sundays, and bank Holidays), so a flexible candidate is sought.
JOB PURPOSE
The Customer Care Supervisor will be responsible for overseeing the training and support of the Customer Care Assistants, ensuring they are equipped to handle all customer service interactions related to ticketing, membership, retail, visitor attractions, event day feedback, and accessibility. The ideal candidate will be team-oriented, enthusiastic, and adaptable in a fast-paced, customer-focused environment. They must have a strong commitment to exceptional customer service, ensuring every interaction reflects the passion, energy, and spirit of the Club.
KEY RESPONSIBILITIES
* Manage a diverse team of Customer Care Assistants.
* Ensure customer enquiries, across all business areas are handled promptly, professionally, and with empathy, taking ownership of escalations to ensure they are dealt with quickly and effectively, to minimise risk to the business.
* Manage the daily team schedule, to meet the business requirements as set out by the Customer Care Manger, to always maintain Service Levels.
* Support the team effectively manage workload to ensure all enquiries via phone, email and chat are managed effectively and remain within agreed SLA.
* Ensure the needs of our accessible customers are met with sensitivity, efficiency and accuracy, with clear communication and delivery of service.
* Deliver the training requirements to the Customer Care Assistants, as established by the Customer Care Manager.
* Own and deliver Quality Assurance Processes for all Customer Care Assistants to ensure consistent performance across all agents.
PERSON SPECIFICATION
* Highly organised, methodical and proactive individual with a can-do attitude.
* High attention to detail.
* Strong problem-solving mindset focused on delivering exceptional service and resolving customer concerns efficiently.
* Adaptable and able to embrace new ideas and drive change in others.
* Personable and empathetic and collaborative with the ability to build strong, respectful relationships, fostering an inclusive team environment.
* Results-driven and resilient under pressure, maintaining attention to detail and striving for excellence.
SKILLS AND EXPERIENCE
* Experience in a contact centre and customer focused environment within sports or an entertainment environment.
* Proven coaching ability to motivate others to achieve high standards.
* Strong problem-solving skills, with the ability to deescalate complaints effectively.
* Excellent IT literacy with a data mindset.
* Exceptional oral and written communication and interpersonal skills, with the ability to tailor message for different audiences.
* Experience with multichannel customer service software.
* The ability to multi-task and turn things arounds quickly and effectively, without losing the efficiency of the task in hand.
* A broad understanding of fan culture and expectations.
* Demonstrated ability to implement process improvements, drive innovation and enhanced service delivery.
* Demonstrated ability to implement process improvements, drive innovation and enhanced service delivery.
Safeguarding is fundamental to the success in all that we do. Whilst this role does not require a DBS check, successful candidates are to be reminded that we may review the role and the requirements at a later date which could result in various background and DBS checks.
Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, or ethnic and national origins, religion or belief, or sexual orientation.
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