Job Description

About the role

We have an exciting opportunity for an individual to join our Liverpool FC team as a Associate, Communications and Knowledge on a FTC.
You will be to produce and send clear and informative service communications from the Club to fans, working with department stakeholders to manage the creation and sign-off of comms. You will also provide content creation services to the Supporter Services team, such as maintaining standard response libraries, public FAQ and knowledge articles, and responses provided by chatbots or other automated services.

What will you be doing?

Manage the full end-to-end process for creating, approving, and sending service communications to fans. Own the lifecycle of service communications: request intake, channel selection (email/SMS), content creation, data checks, stakeholder sign-off, testing, sending, and performance evaluation. Ensure all communications align with LFC's Tone of Voice Guidelines and are clear, accurate, and action-oriented. Maintain the club's comms calendar with all planned service and marketing communications. Handle urgent, ad-hoc service comms requests while maintaining quality standards. Collaborate with the brand team and Supporter Services Senior Manager to define a consistent "Service Tone of Voice." Develop and manage standard communication templates and a library of responses for Supporter Services. Support the MI Analyst with contact theme analysis and produce actionable reports. Own and update the Liverpool FC Help Centre content to ensure relevance and accuracy. Draft content for future automated/self-service journeys (e.g. chatbots, guides) with stakeholders and SMEs. Ensure all content across channels adheres to tone guidelines and is clear and accurate. Use reporting data to monitor and improve the effectiveness of Help Centre and automated content. Track the impact of communications on contact volumes and overall fan experience. Contribute to club-wide projects by preparing supporting communications and content. Build an internal network to stay informed of changes and keep content up to date.

Who are we looking for?

The ideal candidate will have experience in creating and distributing written communications, with a clear understanding of how both one-to-many and one-on-one interactions impact service delivery and customer experience. You'll be confident building and maintaining relationships across teams and locations, and capable of influencing and challenging stakeholders when needed. A key strength will be your ability to distil complex policies and procedures into clear, actionable messages. You'll be passionate about driving continuous quality improvement and ideally have experience in customer service or customer experience roles. Familiarity with natural language or text analytics platforms is desirable.
You must demonstrate excellent written English, with strong spelling, grammar, and attention to detail. Your communication style should be simple, clear, and concise. While no advanced technical IT skills are required, you should be a competent computer user and willing to learn how to perform tasks such as basic data cleansing in Excel, using campaign software to send communications, managing contact centre systems, and accessing reporting functions.

Why should you apply?

This is a Fixed-Term Contract opportunity covering maternity leave.
Your main base will be Anfield.

Please note, this vacancy may close early if we receive a high volume of applications, so we encourage you to apply as soon as possible.

To reward your hard work and commitment we offer a competitive salary, 25 days holiday (plus 8 bank holidays and the option to purchase up to an additional 5 days) and a contributory pension scheme.
You will have access to our benefits kit bag where you can get high street discounts, and a selection of benefit schemes you can join. There are opportunities to get involved with volunteering through our LFC Foundation to give back to the local community.
At Liverpool Football Club, we have an unwavering commitment to equality, diversity and inclusion and are always looking to making a positive difference in the communities that we operate within. We are proud of our achievements in this area; maintaining the Premier League Equality Standard Advanced Level, becoming a founding signatory of the Football Association's Football Leadership Diversity Code and being recognised as a leader in this important area on and off the pitch. We take our responsibilities in this area seriously and through the work being done across the club, we are committed to increasing the diversity of our people and becoming an increasingly inclusive workplace for all. We are committed to hiring great people representative of diverse backgrounds, perspectives, and skills across our entire business. If you share our enthusiasm and passion for inclusivity, then we want to hear from you.
Liverpool FC is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all Colleagues and Volunteers to share this commitment.

#LFCjobs