The Role
Weâre looking for a CasualCustomer Service Executive to join our Retail team and help deliver a first-class experience for supporters shopping with Arsenal Direct. Youâll 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 youâll 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 â 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 âOur Gunnersâ 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 - youâll 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 - youâll 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 - youâll diligently maintain shared documents and trackers to help monitor team activity and service levels
Embrace busy trading periods - youâll 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 - youâre 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 - youâre 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 - youâre 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.â¯
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 âdisabled personâ 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.

Casual Customer Service Executive at Arsenal Football Club