Supporter Experience Analyst & Operations Manager – Tottenham Hotspur

Job Summary

Tottenham Hotspur is a world-famous football club based in North London. Off the pitch, the Club has a strong and successful business model centred around building a platform for long-term success which includes a world-class stadium.

This role will be reporting into the Head of Supporter Experience and will be integral in the day-to-day analytical and operational requirements of the Contact Centre team.

You will be required to make recommendations, whilst undertaking the implementation of operational solutions to improve the overall customer service experience.

You’ll have a quick, analytical, and curious mind, with the ability to spot trends and create business cases to support recommendations.

Having worked in a start-up environment is a bonus as you’ll be expected to be able to set things up from scratch, self-learn and be resourceful.

The normal duties of this role will involve the requirement to work shifts which may include early starts, late finishes, weekend, bank holiday and matchday working.

Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, colour or ethnic and national origins, religion or belief, or sexual orientation.

Key Responsibilities

To assist the Supporter Experience team, provide first class customer service in handling all inbound queries via email, phone, and chat, concerning Tickets, Retail, Visitor Attractions and Matchday feedback.

To undertake the management of tools such as Zendesk, Phone and Chat, whilst spotting trends, creating automation, and implementing new processes accordingly to aid in reducing the volume of customer contacts and creating a frictionless experience for our global supporters.

Helping the Contact Centre Manager efficiently manage their resources, identify realistic Service Level Agreements, produce and monitor KPIs such as First Contact Resolution (FCR), Average Call Handling Time (AHT) and Customer Satisfaction results.

• Maintain the Zendesk knowledgebase and email query platform, to create automation and implement new processes to optimise the performance of the Contact Centre Team.
• Generate regular reports, providing statistical insight required to measure and improve the overall efficiency and success of the Contact Centre team and Club.
• Develop and implement data collection systems and other strategies to produce quick accurate reporting & analysis, with the aim to improve overall Club service levels.
• Identify and undertake the implementation of operational solutions for continuous improvements the overall customer service experience.
• Provide other ad hoc analysis and reports for the Head of Supporter Experience and wider team
• Design and run regular reports which provide Call and Email performance analysis to the Contact Centre Leadership team to track performance against agreed targets, identifying and interpreting trends.
• Create surveys for various areas of the Club, including, but not limited to Retail, Visitor Attractions and GFD, to generate insights, including post-match analysis of customer feedback and incident reporting, identifying and summarising key areas for improvement and interpreting trends and providing actionable recommendations.
• Support the team, sharing workload in times of pressure helping to handle enquiries via email and in person, representing the Club in a positive manner
• Liaise with all relevant departments including Ticket Office, Retail, Visitor Attractions, Finance, Data Protection, Operations, Marketing and Catering.
• Work at all first team home fixtures, as well as other selected events as required
• Working together with the Supporter Experience leadership team to ensure all supporter and customer facing information is kept up to date and relevant, including the Club’s interactive portal ‘AskSpurs’ and Chatbot.

Personal Attributes

• Strong analytical skills and acute attention to detail
• An aptitude for systems, processes, insight, and analysis
• Thinks ahead, generates ideas, innovates, and has a compulsion to improve things by making them more efficient and better for customers
• Excellent communication and problem-solving skills
• Creative, energetic and target driven, someone who takes responsibility and gets things done
• Able to work under pressure while maintaining standards and a positive attitude
• Quick learner who uses their own initiative to discover how to do something
• Team player, who is also comfortable working solo.
• Values & respects others, builds relationships, collaborates

Skills & Experience

• You will be customer focused, with a minimum of 3 years’ experience in a customer focused leadership role, where you were responsible for creating and meeting SLA’s and Quality.
• Expert in Zendesk and proven experience working in a multichannel Contact Centre environment in an operational role would be advantageous.
• Advanced Insights reporting, and using Excel including Pivot tables, Macros, Formulas and Graphs
• The ability to develop reports using multiple sources of information and then to analyse, interpret and make recommendations.
• Excellent general IT literacy
• Proven strong written and verbal communication and Presentation-writing skills essential
• Use of business analytical tools such as Tableau or similar
• Having built reports from scratch within Zendesk or similar a bonus
• Excellent and proven face-to-face customer service skills