Digital Customer Services Team Leader
The FA
2 days ago
Full-time
On-site
Wembley Stadium, Wembley, London, HA9 0WS, United Kingdom
The FA are excited to be searching for a Digital Customer Service Team Lead to join the team. The successful candidate will lead the Digital Customer Service Desk to provide excellent customer service support across all Grassroots Football digital products.
The Service Desk has a national remit focusing on resolving the queries raised by users of The FA's Grassroots Digital Products, such as The Club Portal, FA Full-Time & The FA Matchday App. The team ensures the highest standards of online customer service, which is pivotal to achieving the national objective of providing digital tools to improve the customer experience.
Since its establishment in 2019, the Service Desk has resolved over 300,000 queries regarding digital products and has received over 4 million page views on its Technology Support Portal.
The role will manage and oversee a team of 6-10 customer service agents; therefore, experience of successfully managing a team is essential.
What will you be doing?
- Provide first-line support to our grassroots customers to use the FA Club, Competition and County Portals, Full Time and Matchday effectively.
- Manage and coach the Grassroots Customer Service Desk team members to be an effective, high-performing customer service team.
- Manage the future recruitment, onboarding, development, and deployment of Grassroots Customer Service agents.
- Manage key changes in Grassroots Digital Customer Service, including the transition of customer service platforms and the extension of the service to support new digital products.
- Manage & oversee all content within The FA Grassroots Technology Self Service Portal.
- Develop strong working relationships with key colleagues in FA Grassroots, Digital, FAL and the Counties.
- Use JIRA to raise bugs reported into the Service Desk.
- Manage & deliver Power BI reports concerning tickets raised within the Grassroots Service Desk.
- Actively seek out AI and automated solutions to deliver resolutions at scale.
What are we looking for?
Essential for the role:
- Knowledge of the FA Grassroots Digital Product Suite.
- Working on a digital customer service platform.
- Appetite for change and innovation to drive improvement in customer service.
- Experience in successfully managing a team.
- Excellent IT skills utilising Office 365 and Microsoft Dynamics.
- Excellent customer service skills.
- Excellent interpersonal skills, particularly when dealing with problems in a fast-paced working environment.
- Strong administrative skills, especially in the effective use of a digital customer service platform (Freshdesk/Zendesk/MS Dynamics or similar)
- An understanding of The FA's Grassroots Technology offer.
Beneficial to have:
- JIRA software knowledge.
- Experience in managing change.
- A track record of successfully implementing AI and automation solutions in the digital customer service space.
- Project Management skills.
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.
The Service Desk has a national remit focusing on resolving the queries raised by users of The FA's Grassroots Digital Products, such as The Club Portal, FA Full-Time & The FA Matchday App. The team ensures the highest standards of online customer service, which is pivotal to achieving the national objective of providing digital tools to improve the customer experience.
Since its establishment in 2019, the Service Desk has resolved over 300,000 queries regarding digital products and has received over 4 million page views on its Technology Support Portal.
The role will manage and oversee a team of 6-10 customer service agents; therefore, experience of successfully managing a team is essential.
What will you be doing?
- Provide first-line support to our grassroots customers to use the FA Club, Competition and County Portals, Full Time and Matchday effectively.
- Manage and coach the Grassroots Customer Service Desk team members to be an effective, high-performing customer service team.
- Manage the future recruitment, onboarding, development, and deployment of Grassroots Customer Service agents.
- Manage key changes in Grassroots Digital Customer Service, including the transition of customer service platforms and the extension of the service to support new digital products.
- Manage & oversee all content within The FA Grassroots Technology Self Service Portal.
- Develop strong working relationships with key colleagues in FA Grassroots, Digital, FAL and the Counties.
- Use JIRA to raise bugs reported into the Service Desk.
- Manage & deliver Power BI reports concerning tickets raised within the Grassroots Service Desk.
- Actively seek out AI and automated solutions to deliver resolutions at scale.
What are we looking for?
Essential for the role:
- Knowledge of the FA Grassroots Digital Product Suite.
- Working on a digital customer service platform.
- Appetite for change and innovation to drive improvement in customer service.
- Experience in successfully managing a team.
- Excellent IT skills utilising Office 365 and Microsoft Dynamics.
- Excellent customer service skills.
- Excellent interpersonal skills, particularly when dealing with problems in a fast-paced working environment.
- Strong administrative skills, especially in the effective use of a digital customer service platform (Freshdesk/Zendesk/MS Dynamics or similar)
- An understanding of The FA's Grassroots Technology offer.
Beneficial to have:
- JIRA software knowledge.
- Experience in managing change.
- A track record of successfully implementing AI and automation solutions in the digital customer service space.
- Project Management skills.
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.