Digital Customer Services Team Leader at The Football Association

The role will manage and oversee a team of 6-10 customer service agents; therefore, experience of successfully managing a team is essential.

What will you be doing?

• Provide first-line support to our grassroots customers to use the FA Club, Competition and County Portals, Full Time and Matchday effectively.
• Manage and coach the Grassroots Customer Service Desk team members to be an effective, high-performing customer service team.
• Manage the future recruitment, onboarding, development, and deployment of Grassroots Customer Service agents.
• Manage key changes in Grassroots Digital Customer Service, including the transition of customer service platforms and the extension of the service to support new digital products.
• Manage & oversee all content within The FA Grassroots Technology Self Service Portal.
• Develop strong working relationships with key colleagues in FA Grassroots, Digital, FAL and the Counties.
• Use JIRA to raise bugs reported into the Service Desk.
• Manage & deliver Power BI reports concerning tickets raised within the Grassroots Service Desk.
• Actively seek out AI and automated solutions to deliver resolutions at scale.

What are we looking for?

Essential for the role:

• Knowledge of the FA Grassroots Digital Product Suite.
• Working on a digital customer service platform.
• Appetite for change and innovation to drive improvement in customer service.
• Experience in successfully managing a team.
• Excellent IT skills utilising Office 365 and Microsoft Dynamics.
• Excellent customer service skills.
• Excellent interpersonal skills, particularly when dealing with problems in a fast-paced working environment.
• Strong administrative skills, especially in the effective use of a digital customer service platform (Freshdesk/Zendesk/MS Dynamics or similar)
• An understanding of The FA's Grassroots Technology offer.

Beneficial to have:

• JIRA software knowledge.
• Experience in managing change.
• A track record of successfully implementing AI and automation solutions in the digital customer service space.
• Project Management skills.

What's in it for you?

• We are committed to ensuring everyone can flourish in their roles. To achieve this, we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire, which is an exceptional setting to develop and inspire high-performing England teams and leaders.

We pride ourselves on offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:

• Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encourages you to connect and learn with your colleagues and look after your mental health and well-being.
• Free, nutritious lunches at Wembley Stadium and St. George's Park.
• Free private medical cover.
• A contributory pension scheme.
• An additional 'Thank You' day's leave, volunteering days, as well as 25 days of annual leave (based on a full-time, permanent contract)
• A hybrid working model which offers greater flexibility.

End Date: 4th April 2026