Customer Engagement Manager

Be at the heart of Wembley Stadium's world-class visitor experience!

The FA are seeking a customer-focused and proactive professional who will deliver a world-class customer experience for Wembley Stadium across all customer touchpoints, ensuring enquiries, complaints and feedback are managed professionally, efficiently and to the highest standards.

The role will provide proactive and reactive customer engagement across multiple communication channels, including telephone, email, social media, live chat and CRM platforms. The post holder will support 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, the post holder 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, the post holder 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. The post holder will also support service improvements and deputise for the Senior Customer Engagement Manager and Accessibility Lead when required.

What will you be doing?

- Support the Senior Customer Engagement and Accessibility Manager in planning, delivering and continuously improving customer engagement operations across Wembley Stadium and The FA.
- Line manages Customer Engagement Officers, providing leadership, coaching, performance management and development to ensure a high-performing team.
- Lead the end-to-end planning and delivery of the Event Day Customer Engagement Team, including recruitment, onboarding, training, resource planning, rostering, deployment and event day management.
- Manage guest enquiries, complaints and escalations through Freshdesk and other customer contact channels, ensuring timely, accurate and customer-focused resolutions.
- Oversee and continuously improve CRM systems, customer journeys, self-service content and knowledge management platforms, using customer insight, data analysis and reporting tools, including Excel, to identify trends and drive service improvements.
- Ensure customer communications across Freshdesk, Chatbot, Help Centre and other digital channels remain accurate, consistent and up to date.
- Work collaboratively with Ticketing, Crowd Safety, Medical, Safeguarding and other internal stakeholders to ensure operational readiness and the successful delivery of customer engagement and accessibility services at events.
- Provide leadership and decision-making on event days, supporting guest resolution, accessibility requirements and stadium-wide customer engagement operations.
- Maintain flexibility and readiness to work events, including evenings, weekends and public holidays, in line with the Wembley Stadium event calendar.
- Support the achievement of departmental objectives, service standards and performance targets whilst undertaking additional duties as required to meet changing business priorities.
- Lead the delivery of accessible ticketing customer services for Wembley Stadium, managing contact centre operations during major ticket sales and high-demand periods, whilst driving continuous improvement of accessible ticketing processes, systems and customer journeys to enhance efficiency, accessibility and customer satisfaction.
- Executes additional tasks as required to meet the FA's changing priorities.
- Comply with all company policies and procedures to ensure that the highest standards of health, safety, and well-being can be maintained.
- As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.

What are we looking for?

Essential for the role:

- Previous experience in a customer-facing role.
- Strong problem-solving and decision-making skills, with the ability to make informed decisions in fast-paced operational environments.
- Experience of CRM administration and continuous improvement, including customer journey design, knowledge management and process optimisation.
- Significant administration experience.
- Proficient skills in Microsoft Office, particularly Excel.
- 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.

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.

What's in it for you?

We are committed to ensuring everyone can flourish in their roles. To achieve this, we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire, which is an exceptional setting to develop and inspire high-performing England teams and leaders.

We pride ourselves on offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:

- Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encourages you to connect and learn with your colleagues and look after your mental health and well-being.
- Free, nutritious lunches at Wembley Stadium and St. George's Park.
- Free private medical cover.
- A contributory pension scheme.
- An additional 'Thank You' day's leave, volunteering days, as well as 25 days of annual leave (based on a full-time, permanent contract)
- A hybrid working model which offers greater flexibility.

For more information on what it is like to work at The FA, please visit our FA Careers page, https://www.thefa.com/about-football-association/careers

Currently, we are working within a hybrid working model whereby the expectation is to work from your contractual location for part of the week, and as and when required by the team. The remaining days can be worked remotely. We will continue to monitor this model, and it may be adjusted in future if deemed necessary. The contractual location of this role can be found on the FA Careers page.

We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work.

We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.

As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance.