Customer Service Advisor(s)

Set the bar for greatness...

We are excited to be searching for Customer Service Advisor(s) to join our FA Education division.

The purpose of the Customer Service Advisor is to assist all FA Learning stakeholders by addressing their enquiries, resolving issues, and providing guidance to ensure a positive experience for all. This role is essential in maintaining customer satisfaction, building loyalty, and enhancing FA Learning's reputation. Across the education services team, there needs to be a balance of specialism and expertise to support digital system administration & troubleshooting, data management and complaint resolution.

What will you be doing?

• Maintain high standards of customer service through prompt and efficient responses to email and telephone queries from all customers, in line with service level agreements.
• Provide efficient and effective solutions to queries raised by FA Stakeholders.
• Utilise customer service systems to track, monitor and update customer records and queries e.g. Freshdesk.
• Provide support and comprehensive course information to learners.
• Work in a flexible and agile manner to support business needs and wider operations.
• Provide cross-functional administration support to provide world-leading customer service.
• Identify opportunities to enhance customer experience to ensure satisfied customers.
• Consistently meet or exceed established KPIs, including customer satisfaction scores, response time, and resolution rates, ensuring alignment with company goals and objectives.
• Stay up to date with customer service trends, technologies, and best practices through ongoing learning and professional development.
• Provide expertise and specialism on behalf of the team within one of the following areas: digital system administration & troubleshooting, data management and complaint resolution.
• Executes additional tasks as required in order to meet FA Group's changing priorities.
• Comply with all company policies and procedures to ensure 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:

• Strong written and verbal communication skills, including achievement of GCSE grade C (or equivalent) in English Language.
• Experience working in a fast-paced customer-focused environment and delivering excellent customer service.
• Experience in supporting customers over the telephone and via email communication.
• Ability to relay information in a simple and customer-centred manner.
• Proven team-working experience.
• Experience in building and maintaining relationships with customers.
• Ability to identify and solve problems.
• Ability to learn new information and IT systems quickly.
• Experience in working with administration processes and procedures.
• Experience in data entry.
• Proficient skills in Microsoft Office 365 including Excel.

Beneficial to have:

• Experience of a sporting organisation/association.
• Experience of working with a Learning Management System.
• Experience working with bespoke IT systems.
• Experience working with a cloud-based customer service ticketing system.

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 in 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 encouraging you to connect and learn with your colleagues and look after your mental health and wellbeing.
• Free, nutritious lunches, at Wembley Stadium and St. George's Park.
• Free private medical cover.
• A contributory pension scheme.
• An additional Thank You days leave, volunteering days as well as 25 days annual leave.
• A hybrid working model offering 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

Our Organisation

The Football Association [The FA] is the not-for-profit governing body of football in England. It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and generates significant revenue to support investment into English football each year.

The FA oversees England international teams across men's, women's, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup and Women's Adobe FA Cup, and the world-class facilities of Wembley Stadium and St. George's Park, all with a purpose to Unite the Game and Inspire the Nation.

We currently work 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.

Your contract with The FA will specify a fixed location of Wembley Stadium or St. George's Park unless the role is advertised as a home-based contract. The contractual location of this role can be found at the top of this advert on our FA vacancy page.

The FA, For All, For You

Our equality, diversity and inclusion strategy forms an integral part of our long-term commitment to using our influence across English football to create a game free from discrimination.

https://www.thefa.com/-/media/thefacom-new/files/about-the-fa/2021/fa_a-game-for-all-strategy.ashx

A Game For All outlines three key strategic commitments - Lead the Change, Be the Change, and Inspire the Change - which will ensure tackling discrimination remains a core priority for English football for years to come.

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.