E-commerce Customer Service Executive

The Role

We are looking for an Ecommerce Customer Service Executive to support our customer experience by providing exceptional service to any supporter who chooses to contact Arsenal Direct via email.

Arsenal Direct provides an amazing opportunity for supporters around the world to engage with our club, providing a platform to sell a wide range of our merchandise and Stadium Tours.

You will be responsible for acting as the first point of contact for our supporters, helping to respond to general questions whilst collaborating with departments across our club to resolve these queries.

Who we are

Your day-to-day

• Champion communication - you’ll take ownership the Arsenal Direct inbox, responding to customers and helping to assist with their queries
• Assist our supporters - you will provide support on resolving popular customer queries including tracking orders, lost orders, exchanges, complaints, bulk orders, member discounts, Stadium Tour queries and any special requests
• Collaborate with our wider teams - you’ll proactively communicate with our supporter services team, warehouse and third parties such as couriers, to resolve requests and queries in a professional and timely manner
• Track performance - you will attentively update documents and trackers to oversee and monitor our customer service activity and performance
• Provide suggestions and solutions - you’ll use your innovative mindset to put forward suggestions and ideas to reduce customer queries and improve overall customer satisfaction going forward

What we are looking for

• Customer service expertise - you have a passion for delivering amazing experiences for our supporters and customers with substantial experience within a customer focused environment
• Customer first approach - you're equipped with a customer centric mindset and driven to provide exceptional service
• Best-in-class communicator - you are a confident communicator and uphold strong written communication skills with the ability to work under pressure whilst maintaining high standards of quality and accuracy
• Courageous team player - you passionately collaborate with a wide range of colleagues and develop and maintain impactful relationships
• IT expertise - you are a fast learner with intermediate experience in using Microsoft Office as well as adaptability to use multiple internal and external systems

Why choose us

At Arsenal, we want everyone to feel a sense of trust and belonging, so we are proud of both our club values and also what we offer to our employees. As one of our Gunners, you will receive:

• An exciting reward and recognition scheme
• Generous holiday allowance which increases with your length of service
• Great internal learning and development programmes
• A flexible hybrid working model
• Priority access to apply for match tickets
• A competitive health and wellbeing benefits package
• A leading Employee Assistance Programme
• Great discounts with some of our Partners

Arsenal for Everyone

Arsenal for Everyone is our commitment to promoting and embracing equality, diversity and inclusion, so that everyone connected to the club feels like they belong to the same Arsenal family. We believe that diversity of background, skills and experience drives our success on and off the pitch. 

Disability Confident Leader

We are a Disability Confident Leader. We actively welcome and encourage applications from people with disabilities and long-term health conditions. If you need disability-related adjustments to the recruitment process, please indicate this in your application.

We are committed to ensuring that our environments for children, young people and adults at risk remain safe and inclusive. We therefore require successful candidates to complete a DBS check and other essential background checks prior to starting their employment. Depending on the responsibilities of the role, a DBS will be either a basic, standard, or enhanced check.

Application Closing Date - Friday 18th July 2025

Please note: we reserve the right to close the position early if application volumes are particularly high. We encourage you to get your application in sooner rather than later.

Good luck!