Customer Service Executive (Casual Role)

Is a seasonal casual Customer Service Executive position within Arsenal's Retail team, supporting supporters shopping with Arsenal Direct. The postholder provides email-based customer service and works with colleagues and external partners to resolve queries and improve the supporter experience. The role operates through the key holiday trading period of November to January, beginning with mandatory on-site training at Highbury House and followed by remote working options.

• Respond to Arsenal Direct email queries in a professional, supportive and timely manner.
• Resolve supporter queries relating to order tracking, lost parcels, refunds, exchanges, payment queries, member discounts and Stadium Tour enquiries.
• Collaborate with the call centre, warehouse teams, couriers and external partners to provide seamless resolutions.
• Manage personalisation requests and special supporter enquiries with care and attention to detail.
• Maintain shared documents and trackers to monitor team activity and service levels.
• Work accurately and positively in a fast-paced environment during seasonal peaks.

• Excellent written communication skills, with the ability to provide clear, professional and empathetic responses to supporters and customers.
• A passion for customer service and creating positive, memorable experiences for every supporter.
• Ability to work accurately at pace while remaining organised and detail-focused with a busy and varied workload.
• Advanced Microsoft Office and Google Workspace skills, including confidence using Outlook, Word, Excel, Teams and similar systems.
• Confidence using multiple systems, quickly adapting to new platforms and managing different tools simultaneously.
• Collaborative approach to partnering with colleagues and external stakeholders to find solutions and deliver the best outcomes.
• Flexibility and adaptability to support across key trading periods and work variable hours throughout the year.
• Continuous improvement mindset, proactively looking for opportunities to improve processes and enhance the supporter experience.

• Mandatory on-site training at the Highbury House office, followed by remote working options.
• Casual seasonal role through the key holiday trading period of November to January.