Job Description

At the heart and soul of London since 1895 West Ham United is a dynamic, fan-focused football Club constantly moving forward but always with an eye on the past.



Our home at the London Stadium has a capacity of 62,500 making it one of the biggest club Stadia in the country however our tickets are the lowest priced for London based clubs in the Premier League, echoing objectives to create Affordable Family Football.



In 2018, our Women's team gained a professional status for the very first time, jumping 2 divisions and competed in the Women's Super League (WSL), the premier division of women's football in England. After finishing a respectable 7th, the team enjoyed particular success in the FA Cup reaching the final of the competition, eventually being beaten by 2017 winners Manchester City.



In April 2019, we opened our brand-new Academy facility based at Chadwell Heath which will help to bring through some of the very best talents in the area, the recent emergence of First Team Players Declan Rice and Ben Johnson are a testament to the work already being done at the Academy.



On the business side, we are continuing to create a Stadium our supporters can call home, with the renaming of the Billy Bonds Stand and Claret and Blue pitch surrounding amongst the latest developments. Additionally, the Club has achieved the Disability Confident Leader status.



The Club employees a constantly growing workforce of approximately 300 core staff and 500 Foundation and events staff, and is a truly unique place to work. We welcome talented individuals who will thrive in our ambitious organisation.



In October 2023, West Ham United was awarded the Advanced level of the Premier League Equality, Diversity and Inclusion Standard, recognising the Club's ongoing dedication and commitment to equality, diversity and inclusion (EDI). It is the second time West Ham United has received the award, which is the top accolade that can be achieved by Premier League clubs, having first been presented with the Advanced level in 2020.

Why Join Us?

Diversity & Inclusion:

We believe a diverse team drives creativity and strengthens performance. We welcome applicants from all backgrounds and identities to apply.

Health & Wellbeing:

We are committed to protecting the physical and mental health of our staff, ensuring a balanced and supportive work environment.

Career Growth:

As part of a premier football club, you will have opportunities to grow and innovate in an exciting and fast-paced environment.

Position:

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Job Title: Digital Customer Support Manager

Department: Ticketing

Location: London Stadium, Queen Elizabeth Olympic Park

Reports To: Senior Ticket Office Manager

Contract Type: Full-Time (Hybrid)

Salary: Competitive, dependent on experience

Role Overview

Ensure that all objectives and key responsibilities are met daily whilst championing West Ham United Football Club's brand values. Always maintain excellent levels of service to our internal and external customers. Comply with Health and Safety requirements.


Be accountable to keep up to date with changes in Company Procedures and Processes.


To embrace diversity throughout the club and ensure that your behaviour always demonstrates that commitment by encouraging diversity and facilitating equality of opportunity in accordance with the Club's Equality and Diversity Policy in force from time to time. Demonstrate positive behaviour in line with WHU policies and procedures.


To be aware of our Company Policies and Procedures which are in force from time to time; to ensure that your actions and behaviour are always consistent with and champion the requirements of those policies and procedures. Read and be familiar with the contents of the Employee Handbook and always adhere to it.

Requirements:

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Key Responsibilities:

Freshdesk systems responsibilities


Work closely with the Senior Ticket Officer Manager (STOM) to ensure the following:

Supervise and support the Ticket Office team, ensuring timely, professional and helpful response to emails, calls and other supporter enquiries. Working closely with STOM developing processes and workflows to maintain high customer satisfaction Monitor supporter feedback and implement improvements to enhance the overall experience To ensure the Freshdesk system is actively monitored and responded to in line with departmental KPIs Take an active role in system design, automations and canned responses Freshdesk management - driving total number of email enquiries to ensure response time and SLA'S are met daily, decreasing enquiries and

escalations

Report on Freshdesk statistics daily and undertake trend analysis Oversee high level complaints and meet departmental KPI response times Oversee WHU live chat/BOT is updated frequently, ensure departmental KPIS are met daily Collaborate with Freshdesk and other 3rd party suppliers to ensure efficient operations

Additional Responsibilities

Support the hybrid operation daily Support the DoT and STOM by deputising in their absence when requested Contribute to the Ticketing Department's overall performance and development of Staff through team meetings, briefings, training sessions, 1:1

coaching and identification of one's own training needs and take active role in ensuring continuous improvement by contributing feedback.

Assist the STOM, DoT and Management Team by supporting the overall departmental function from time to time, including Floor Management,

Training, Call Escalation and Complaint Resolution.

Planning and Organisation

Manage and coordinate ticketing membership fulfilment and customer service Ensure that you are always compliant with GDPR. Work closely with the STOM Ensuring that staff members follow WHU outbound call scripts and contribute to auditing and feedback on all calls through 1:1s and call evaluation

standards.

Assist with monthly/quarterly feedback to TORS on their Freshdesk and AI performance Assist with incoming and outgoing calls during busy periods. Contribute to the overall performance and development of the Ticketing Department.

Hold training sessions, contribute to 1:1s, coaching and identification of one's own training needs.

Oversee special investigations with the DoT - on all sensitive ticketing matters including touting prevention and anti-social behaviour Work to tight deadlines by being self-motivated, driven and work to high standards

Other information:

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Benefits on offer

(may vary based on contract type and location)



25 days annual leave plus your birthday off Pension and life insurance Healthcare cash scheme Travel season ticket loan Cycle to work scheme Priority access to apply for match tickets Discounted season tickets Staff discounts in the club store, cafe and our official partners products and services Discounted gym membership and onsite fitness room facilities Family friendly leave policies Company Social events

EDI Statement

The successful candidate must demonstrate a strong commitment to equity, diversity, and inclusion, aligning with the organisation's business and tactical approach to eliminating barriers and addressing inequity. You agree to actively contribute to creating a discrimination-free and inclusive environment, ensuring equitable access to opportunities and benefits, while fostering a culture of dignity and respect that enables everyone to perform and achieve their potential.


Candidates must demonstrate their capability and willingness to uphold best practices and procedures, promoting lasting positive change while eliminating biases and barriers to attracting, achieving, and supporting talent from all communities, regardless of background, circumstances, or protected characteristics.

Safeguarding

The successful candidate must demonstrate a commitment to the safety and welfare of children, young people, and adults at risk of harm across all stakeholders. Everyone, including third parties who work with the Club or the West Ham Foundation, is responsible for ensuring the safety and well-being of vulnerable individuals. Successful candidates must undergo essential background checks before starting their employment, which may include screening of social media. The type of DBS check required will depend on the responsibilities of the position and may be basic, standard, or enhanced.


The successful candidate agrees to proactively identify and respond appropriately to any concerns, and follow the Club's Safeguarding reporting procedures to report allegations of abuse, poor practice, or anything that may impact the welfare of a child, young person, or adult at risk without delay, within 24 hours, or as otherwise directed by the Club's or the West Ham Foundation Safeguarding Team.

Applications:

To apply, please submit your application via our careers portal: https://www.careers.whufc.com


Deadline: 5pm Friday 3rd October 2025


Please note: Due to the high volume of applications expected, only shortlisted candidates will be contacted.