Manager, Fan Services

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Job Title:
Manager, Fan Services

L4 0TH


Vacancy Description

We are currently looking to recruit a Manager, Fan Services to join our Fan Services Team. We`re looking for an experienced Manager who can lead a team of Fan Services Specialists to deliver excellent fan & customer experiences, departmental Service Levels and other agreed KPIS.

What will you be doing?

Within your role your main areas of responsibility will include:
Leading, motivating, coaching and developing advisers in all aspects of their role.
Delivering KPI / targets by managing team attendance, conduct and performance in line with the Club`s People Policies.
Ensuring the agreed standard of fan experience is delivered through every interaction
Supporting advisers to deliver first contact resolution (FCR)
Liaising with colleagues on all levels across the Club to ensure effective running of the operation on all match, event and non-match days.
Supporting sales and service activity and opportunities across Fan Service
Maximising utilisation and productivity of the team.
Driving and supporting continuous improvement initiatives e.g. Cost efficiency, service standards, staff and customer satisfaction.
Undertaking monthly 1:1 reviews, ensuring SMART objectives and action plans are in place for advisers and supporting their personal development. Supporting multi-skilling development to deliver flexible and efficient resource
Undertaking targeted quality assessments for all interactions for all advisers in the team taking action to improve performance as required.
Maintaining and providing MI as needed.
Working to create and maintain a motivational climate
Resolving escalated complaints as needed.
Onboarding new activities as needed, integrating them quickly into the operation.
Championing and maintaining all aspects of Club policies with attention to GDPR, PCI, cash handling, security and Health & Safety.
Resourcing the operation to forecasted needs.
Recruitment of Casuals and permanent advisers as needed.
Supporting training and development initiatives as needed.
Deputising for the Senior Manager - Fan Services Operations as needed.

Who are we looking for?

We are looking for a candidate to join our team who has:

Strong leadership and line management experience
Has an ability to inspire, motivate and engage teams
Is customer focussed
Has an ability to communicate effectively at all levels
Has experience of managing within a multi skilled / multifunctional / multi-channelled contact centre environment.
Has strong Microsoft Office, Systems and Digital literacy.
Has an ability to challenge and improve existing practices
Is adaptable to change.
Is motivated by working with people.
Is polite and professional

The role also has a number of Financial Measures:
Key Financial Measures (e.g. specify size of capital/revenue budget, staff costs, sales budget etc)
-Club sales targets and upselling opportunities
-Cost reduction targets
-Goodwill targets
-First time resolution targets
Key non-Financial Measures (e.g. operational performance, service delivery SLAs, compliance)
-Delivery of Fan Services Service Levels to forecast
-Delivery of quality performance (CSAT/NPS as introduced).
-Compliance to GDPR, PCI, security, Health and Safety and cash handling guidelines
-Delivery of team performance and career development for c.10-15 advisers
-Attrition and retention targets

Why should you apply?

This position is full time and involves working 35 hours per week and is predominantly based at Anfield
LFC is committed to equality and diversity and apply this to our recruitment process. We are also committed to the safety and welfare of children, young people and vulnerable adults, meaning safer recruitment methods are applied (inc. DBS disclosures) to all appointments with vulnerable groups. The Club expects all staff to share our commitments.

Sorry, this vacancy is closed.