Casual Customer Service Executive

The Role We’re looking for a Casual Customer Service Executive to join our Retail team and help deliver a first-class experience for supporters shopping with Arsenal Direct. You’ll play an important role in supporting customers via email and ensuring every interaction reflects our values and our commitment to world-class service. This is a fast-paced and varied opportunity where you’ll collaborate with colleagues and external partners to resolve queries, provide solutions, and continuously help improve the supporter experience. This casual role is largely remote, offering flexibility around key seasonal trading periods throughout the year. Who we are We are one of the most famous clubs in world football, with a rich heritage and history of success – read more about our history, here. Beyond that, we are passionate about our local community and, behind the scenes, we have a wide variety of opportunities and career paths for all. We have a very defined purpose: to act for a winning team, culture and community. We achieve this by ensuring we are courageous in the pursuit of progress, we champion our community and each other, and that we do the right thing (even when no one is looking). Discover why ‘Our Gunners’ are proud to be part of our team - view their stories here. Our Commitment to Safeguarding 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. Your day-to-day Deliver exceptional supporter service - you’ll respond to Arsenal Direct email queries in a professional, supportive, and timely manner Resolve supporter queries - you will confidently support with order tracking, lost parcels, refunds, exchanges, payment queries, member discounts, and Stadium Tour enquiries Collaborate with key partners - you’ll work closely with our call centre, warehouse teams, couriers, and external partners to provide seamless resolutions Support personalised experiences - you will thoughtfully manage personalisation requests and special supporter enquiries with care and attention to detail Track our performance - you’ll diligently maintain shared documents and trackers to help monitor team activity and service levels Embrace busy trading periods - you’ll thrive in a fast-paced environment while maintaining accuracy and a positive approach during seasonal peaks What we are looking for Excellent written communication skills - you’re able to provide clear, professional, and empathetic responses to supporters and customers A passion for customer service - you care about creating positive and memorable experiences for every supporter Ability to work accurately at pace - you remain organised and detail-focused while managing a busy and varied workload Advanced Microsoft Office skills - you’re comfortable using Outlook, Word, Excel, Teams, and similar systems confidently Confidence using multiple systems - you quickly adapt to new platforms and can comfortably manage different tools simultaneously Collaborative approach - you enjoy partnering with colleagues and external stakeholders to find solutions and deliver the best outcomes Flexibility and adaptability - you’re available to support across key trading periods and can work variable hours throughout the year Continuous improvement mindset - you proactively look for opportunities to improve processes and enhance the supporter experience 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. If you are likely to meet the definition of being a ‘disabled person’ according to the Equality Act 2010, you may be eligible to apply for an interview via the Disability Confident Scheme - please indicate this in your application form below. The information you share with us about your health or disability will not be used in recruitment decisions. Application Closing Date - Wednesday 17th June 20206 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. Updates on the status of your application will be sent via email, please routinely check your spam and junk folders, as occasionally emails sent via the Teamtailor platform will find themselves there. Good luck! Apply To This Job