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Roles
Compensation
- Salary period
- unclear
Tech stack
Required
Location
London, London, England, United Kingdom
Work setup
- Employment
- contractor
- Level
- Junior
- Remote policy
- Remote (largely remote) with flexibility around key seasonal trading periods; work variable hours throughout the year.
- Remote scope
- unclear
- Clearance
- DBS check and other essential background checks (basic, standard, or enhanced depending on responsibilities).
Role details
Responsibilities
- Respond to Arsenal Direct email queries in a professional, supportive, and timely manner
- Support customers with order tracking, lost parcels, refunds, exchanges, payment queries, member discounts, and Stadium Tour enquiries
- Collaborate with the call centre, warehouse teams, couriers, and external partners to resolve queries
- Manage personalisation requests and special supporter enquiries
- Maintain shared documents and trackers to monitor team activity and service levels
- Work effectively during busy seasonal trading periods while maintaining accuracy and a positive approach
Requirements
- Excellent written communication skills
- Passion for customer service
- Ability to work accurately at pace
- Organisation and attention to detail while managing a busy and varied workload
- Advanced Microsoft Office skills
- Comfort using Outlook, Word, Excel, Teams, and similar systems
- Confidence using multiple systems and adapting quickly to new platforms
- Collaborative approach with colleagues and external stakeholders
- Flexibility to support across key trading periods and work variable hours throughout the year
- Continuous improvement mindset
Application
Please mention the word DECENT and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely.
- Deadline
- Wednesday 17th June 2020
- Portfolio
- not required
- GitHub
- not required
- Cover letter
- unclear
- Apply flow
- unclear
Company context
To act for a winning team, culture and community; ensure courage in the pursuit of progress, champion the community and each other, and do the right thing.
- Product
- Retail and supporter shopping via Arsenal Direct
- Industry
- Sports
- HQ
- Arsenal Football Club (London)
Description
We’re looking for a Casual Customer Service Executive to join our Retail team and help deliver a first-class experience for supporters shopping with Arsenal Direct. You’ll play an important role in supporting customers via email and ensuring every interaction reflects our values and our commitment to world-class service. This is a fast-paced and varied opportunity where you’ll collaborate with colleagues and external partners to resolve queries, provide solutions, and continuously help improve the supporter experience. This casual role is largely remote, offering flexibility around key seasonal trading periods throughout the year. Your day-to-day - Deliver exceptional supporter service - respond to Arsenal Direct email queries in a professional, supportive, and timely manner - Resolve supporter queries - support with order tracking, lost parcels, refunds, exchanges, payment queries, member discounts, and Stadium Tour enquiries - Collaborate with key partners - work closely with the call centre, warehouse teams, couriers, and external partners - Support personalised experiences - manage personalisation requests and special supporter enquiries - Track our performance - maintain shared documents and trackers - Embrace busy trading periods - thrive in a fast-paced environment while maintaining accuracy during seasonal peaks What we are looking for - Excellent written communication skills - A passion for customer service - Ability to work accurately at pace and remain organised - Advanced Microsoft Office skills (Outlook, Word, Excel, Teams, and similar systems) - Confidence using multiple systems and adapting quickly to new platforms - Collaborative approach and flexibility/adaptability across key trading periods - Continuous improvement mindset Safeguarding and checks The role requires successful candidates to complete a DBS check and other essential background checks prior to starting employment (basic, standard, or enhanced depending on responsibilities). Arsenal for Everyone Commitment to equality, diversity and inclusion. Disability Confident Disability Confident Leader; reasonable adjustments available; may be eligible for interview via the Disability Confident Scheme. Application notes - Application closing date: Wednesday 17th June 2020 - May close early if volumes are particularly high - Updates sent via email; check spam/junk folders - Mention the word DECENT and tag RODguMTk4Ljk5LjE0Mw== when applying
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