Casual Customer Service Executive

The Opportunity

Join Arsenal’s Retail team as a Casual Customer Service Executive and help create an outstanding shopping experience for supporters using Arsenal Direct. In this role, you will handle customer communication by email, making sure each exchange is professional, helpful, and aligned with the club’s service standards and values.

This is a varied, high-energy position where you will work with internal teams and outside partners to solve issues, deliver practical solutions, and contribute to a better supporter journey. The role is mainly remote and is designed to flex around important seasonal trading peaks during the year.

About the Club

Arsenal is one of the best-known names in global football, with a long history and a strong track record of success. The club also places great importance on its local community and offers a range of opportunities across many career paths. Its purpose is to support a winning team, culture, and community by acting with courage, backing one another, and doing the right thing even when no one is watching.

Safeguarding and Background Checks

The club is dedicated to keeping children, young people, and adults at risk safe and included. Any successful candidate must complete a DBS check along with other required pre-employment background checks before starting. The level of DBS check may be basic, standard, or enhanced depending on the responsibilities of the role.

Day-to-Day Responsibilities

• Handle Arsenal Direct email enquiries in a prompt, courteous, and professional way while delivering a high standard of supporter care.
• Support customers with order tracking, missing parcels, refunds, exchanges, payment questions, member discount queries, and Stadium Tour enquiries.
• Work in partnership with the call centre, warehouse, couriers, and other external contacts to resolve issues smoothly.
• Manage personalised orders and special requests carefully, with strong attention to detail.
• Keep shared trackers and documents updated so team activity and service performance can be monitored accurately.
• Stay effective during busy trading periods, maintaining accuracy, composure, and a positive approach.

What You’ll Need

• Strong written communication skills with the ability to reply clearly, professionally, and with empathy.
• A genuine interest in customer service and in creating memorable experiences for supporters.
• The ability to work quickly and accurately while staying organised across a varied workload.
• Confident use of Microsoft Office tools, including Outlook, Word, Excel, and Teams.
• Comfort working across several systems at once and adapting quickly to new platforms.
• A team-focused mindset and confidence in working with colleagues and external stakeholders to reach solutions.
• Flexibility to support key trading periods and work variable hours through the year.
• A proactive attitude toward improving processes and enhancing the supporter experience.

Equality, Inclusion, and Accessibility

Arsenal is committed to equality, diversity, and inclusion through its Arsenal for Everyone initiative. The club aims to ensure that everyone connected with it feels part of the Arsenal family and believes that varied backgrounds, skills, and experience strengthen success on and off the pitch.

The club is also a Disability Confident Leader and welcomes applications from people with disabilities and long-term health conditions. Candidates who need disability-related adjustments during recruitment should make this known in their application. Those who meet the Equality Act 2010 definition of a disabled person may be eligible to request an interview under the Disability Confident Scheme. Any health or disability information shared will not be used in recruitment decisions.

Additional Information

Application updates will be sent by email, so applicants should check junk and spam folders regularly. The club may close the vacancy earlier than planned if there is a very high number of applications, so early submission is encouraged.

The closing date provided for this role is Wednesday 17 June 20206.