Job Description

About Us:

Sunderland AFC is more than just a football club; we are a proud community institution that embodies the spirit of our city.

At the heart of our club is "The Relentless Obsession"--an unwavering passion which fuels our pursuit of success, inspires our players, and ignites the spirit of our supporters. We embrace every challenge with determination, striving to play the beautiful game with flair and tenacity.

At SAFC, we believe in the power of football to unite and inspire. Our commitment extends beyond the pitch as we strive to make a positive impact through various community initiatives, empowering individuals and celebrating diversity.

Join us on our journey as we continue to build on our legacy, fuelled by "The Relentless Obsession" for greatness.

About the Team:

The Ticket Office Team at SAFC are all about making the fan's experience as seamless and enjoyable as possible.

We are the friendly faces behind the scenes, dedicated to ensuring fans can easily access tickets for all our exciting matches and events.

Our team works diligently to manage ticket sales, handle inquiries, and provide support to fans, whether it's through our online platform or in-person at the stadium.

We pride ourselves on exceptional customer service, always ready to assist fans with any questions or concerns.

The Opportunity:

As a Customer Service & Ticketing Executive, you will play a pivotal role in building and maintaining first-class relationships with our supporters. This is an exciting opportunity to support the Club's Customer Service Strategy, ensuring every supporter interaction is handled with professionalism and care. You will have the chance to take ownership of the Zendesk platform, keeping it up-to-date and developing it to better serve our supporters' needs, while collaborating with external departments to streamline help requests, ticket allocations, and sales.

This role offers a unique blend of customer service excellence, technical oversight, and administrative support. You will support the team in achieving ambitious targets within set deadlines, contributing directly to the overall success of the Ticketing department. Additionally, you'll have the chance to demonstrate your organizational skills by maintaining accurate records and providing vital administrative assistance. If you're proactive, detail-oriented, and thrive in a fast-paced environment, this is your opportunity to be part of a dedicated team committed to delivering memorable supporter experiences and supporting the Club's broader goals.

What We Ask For:

We are looking for someone with exceptional communication skills, both written and verbal, who can confidently handle customer enquiries, complaints, and concerns through various channels such as email, social media, face-to-face interactions, and letters. The ideal candidate will be adept at managing large volumes of inbound emails efficiently, ensuring timely responses without compromising quality. You should be able to stay calm under pressure, even when dealing with stressed or irate supporters, and maintain a respectful and professional tone that truly reflects the Club's values.

Your problem-solving abilities, attention to detail, and teamwork skills are essential to delivering fast, accurate ticket allocation and reconciliation while providing an outstanding customer experience. Proficiency in standard software like MS Word and Excel is required, along with the ability to prioritize tasks effectively to meet operational deadlines. A positive attitude, professionalism, and strict adherence to all Club procedures and data protection regulations are key qualities we seek, ensuring consistent and excellent support for our supporters and the wider team.

A Basic DBS from Sunderland AFC is required.

Why Join Us at SAFC:

At Sunderland AFC, you're not just becoming part of a football club; you're entering a vibrant community fuelled by passion and pride. Our commitment to making a difference means you'll engage with local initiatives that truly matter, allowing you to leave a positive impact right here at home.

You'll thrive in an exciting, dynamic atmosphere where every day is a new adventure filled with the thrill of football and teamwork. We believe in nurturing talent, so you'll have access to training programs and mentorship opportunities.

Our diverse and inclusive culture celebrates individuality, ensuring that every voice is heard and valued. You'll be part of a team that unites in the spirit of collaboration and respect, making your work environment both rewarding and inspiring.

As standard, we also offer the following benefits:

22 days leave (in addition to public holidays), increasing to 27 days after 5 years' service Death in Service Pension Salary Exchange Complimentary Season Tickets Enhanced Paternity, Maternity and Adoption Leave Employee Assistant Programs Various Discount Packages including Club Store Free Parking
Additional benefits may be available dependent on job role and experience.

If you want to join Sunderland AFC and contribute to the rich legacy of our proud club, send your CV to recruitment@safc.com. We can't wait to welcome you to our family!

Equal Opportunities:

Sunderland AFC is an equal opportunity employer. We are committed to a policy of treating all employees and job applicants equally. Our aim is that all colleagues should be able to work in an environment free from discrimination, harassment and bullying.

Safeguarding Children & Vulnerable Adults:

Sunderland AFC recognises that the safeguarding and protection of children and vulnerable adults is of paramount importance within the organisation. Sunderland AFC owes a duty of care to safeguard all children and vulnerable adults involved in activities organised by the football club. Sunderland AFC will ensure that safety and protection is given to all children and vulnerable adults involved in activities through adherence to the Safeguarding guidelines adopted by the Club.

Job Type: Full-time

Pay: From 1.00 per year

Schedule:

Monday to Friday Weekend availability
Work Location: In person