Location
London, Wembley Stadium

Hours
Flexible working hours including evenings, weekends and public holidays in line with the Wembley Stadium event calendar

Salary
Competitive salary offered

About the Role
Be at the heart of Wembley Stadium's world-class visitor experience! The FA is seeking a customer-focused and proactive professional to deliver a world-class customer experience across all customer touchpoints. You will manage enquiries, complaints and feedback professionally, efficiently and to the highest standards across multiple communication channels including telephone, email, social media, live chat and CRM platforms. The role involves supporting the management and continuous improvement of customer engagement systems, processes and content, using customer insight and data to drive service improvements.
Working closely with internal and external stakeholders, you will support event planning and resource allocation from a customer engagement perspective, ensuring appropriate customer support arrangements are in place for all events. This includes supporting accessibility requirements, customer communications, staffing plans and operational readiness.
On event days, you will support customer engagement operations across Wembley Stadium, resolving guest enquiries, supporting accessibility requirements and assisting with the management of the Customer Engagement Event Day Team. You will also support service improvements and deputise for the Senior Customer Engagement Manager and Accessibility Lead when required.
Key responsibilities include leading and managing the Customer Engagement Officers, overseeing recruitment, onboarding, training, resource planning, rostering and event day management of the Event Day Customer Engagement Team. You will manage guest enquiries, complaints and escalations through Freshdesk and other channels, ensuring timely and customer-focused resolutions.
You will oversee and continuously improve CRM systems, customer journeys, self-service content and knowledge management platforms, using customer insight, data analysis and reporting tools to identify trends and drive service improvements. Collaboration with Ticketing, Crowd Safety, Medical, Safeguarding and other internal stakeholders is essential to ensure operational readiness and successful delivery of customer engagement and accessibility services at events.
The role requires leadership and decision-making on event days, supporting guest resolution, accessibility requirements and stadium-wide customer engagement operations. You will also lead the delivery of accessible ticketing customer services during major ticket sales and high-demand periods, driving continuous improvement of accessible ticketing processes, systems and customer journeys.
Compliance with all company policies and procedures is required to maintain the highest standards of health, safety and well-being. A DBS check will be required as part of The FA's commitment to a safe environment for everyone in football.

Experience
- Previous experience in a customer-facing role
- Experience of CRM administration and continuous improvement, including customer journey design, knowledge management and process optimisation
- Significant administration experience
- Experience in analysing customer feedback, operational data and performance metrics to identify trends and support service improvements
- Experience of managing customer enquiries, complaints and escalations
- Knowledge and understanding of accessibility, equality and inclusive customer service principles
- Experience of working in a fast-paced environment and adapting to changing priorities
- Strong organisational and stakeholder management skills
- Flexible approach to working hours, including evenings, weekends and public holidays

About you
- Strong problem-solving and decision-making skills with the ability to make informed decisions in fast-paced operational environments
- Leadership skills with experience in coaching, performance management and team development
- Collaborative and able to work effectively with multiple internal and external stakeholders
- Proficient in Microsoft Office, particularly Excel
- Customer-focused with a proactive approach to service improvement

Beneficial to have
- Contact centre experience
- Experience with a ticketing system
- Experience in planning and delivering staffing requirements including recruitment, onboarding, training and deployment of event day or casual workforces
- Experience of matchday/event day operations
- Experience of working with an ADR service such as STAR or the IFO
- Knowledge of IVR systems and Microsoft Dynamics
- Experience within sport, entertainment, live events or venue operations

Qualifications
Not specifically stated; however, relevant experience and skills as outlined above are essential. A DBS check will be required in line with legislation and role requirements.