Casual Customer Service Executive

Casual Customer Service Executive

Arsenal Football Club is seeking a Casual Customer Service Executive to join their Retail team. This role is largely remote and offers flexibility, particularly around key seasonal trading periods.

About the Role

As a Casual Customer Service Executive, you will be instrumental in delivering a first-class experience for supporters shopping with Arsenal Direct. You will primarily support customers via email, ensuring every interaction reflects the club's values and commitment to world-class service. This is a fast-paced and varied opportunity where you will collaborate with colleagues and external partners to resolve queries, provide solutions, and continuously improve the supporter experience.

Your Day-to-Day Responsibilities

• Deliver exceptional supporter service by responding to Arsenal Direct email queries in a professional, supportive, and timely manner.
• Resolve supporter queries, including order tracking, lost parcels, refunds, exchanges, payment queries, member discounts, and Stadium Tour enquiries.
• Collaborate with key partners such as the call centre, warehouse teams, couriers, and external partners to provide seamless resolutions.
• Manage personalisation requests and special supporter enquiries with care and attention to detail.
• Maintain shared documents and trackers to help monitor team activity and service levels.
• Thrive in a fast-paced environment, maintaining accuracy and a positive approach during seasonal peaks.

What We Are Looking For

• Excellent written communication skills, with the ability to provide clear, professional, and empathetic responses.
• A genuine passion for customer service and creating positive experiences.
• The ability to work accurately at pace, remaining organised and detail-focused.
• Advanced Microsoft Office skills (Outlook, Word, Excel, Teams, and similar systems).
• Confidence in using multiple systems and adapting quickly to new platforms.
• A collaborative approach, enjoying partnership with colleagues and external stakeholders.
• Flexibility and adaptability to support across key trading periods with variable hours.
• A continuous improvement mindset, proactively seeking opportunities to enhance processes and the supporter experience.

About Arsenal Football Club

Arsenal is one of the most famous clubs in world football, with a rich heritage and history of success. The club is passionate about its local community and offers a wide variety of opportunities and career paths. Their defined purpose is to act for a winning team, culture, and community, achieved through courage, community championing, and doing the right thing.

Our Commitment to Safeguarding and Inclusion

Arsenal is committed to ensuring safe and inclusive environments for children, young people, and adults at risk. Successful candidates will be required to complete background checks, including a DBS check.

Arsenal for Everyone is their commitment to promoting equality, diversity, and inclusion. They are a Disability Confident Leader and actively welcome applications from people with disabilities. If you require disability-related adjustments during the recruitment process, please indicate this in your application.