Customer Support Administrator

Job Location Selhurst Park Stadium, SE25 6PU

Contract Type Full-time

Salary/ ROP Competitive

Who we are: We are Crystal Palace Football Club, a Premier League Football Club with more than 160 years of proud history. Spread across three different sites - brand new main offices at Selhurst Park Stadium, our London office, and our Training Ground/Academy, we offer the best atmosphere and culture for our fans and our employees. We strive for excellence in the workplace with a philosophy of high standards, professionalism, and a strong work ethic from our employees. We are constantly trying to grow, diversify and build with not only our team on the pitch, but also our team in the offices and on the ground.

About this role: The Customer Support Administrator provides essential administrative and customer service support, ensuring that all customer enquiries are handled efficiently and professionally. The role focuses on managing the customer support inbox, responding to emails, maintaining accurate records, and assisting the wider Supporter Services team with daily operations to deliver an excellent customer experience.

Responsibilities:

• Manage the Retail Shop email inbox, ensuring all enquiries are acknowledged, logged, and responded to promptly.
• Support the wider Customer Support team responding to customer enquiries.
• Respond to customer queries clearly and professionally, escalating complex issues to the Head of Customer Support.
• Maintain accurate customer records, updating information in the CRM or relevant systems as needed.
• Track and organise customer feedback to identify trends, common issues, or opportunities for service improvement.
• Assist the Customer Support team with administrative tasks, including preparing reports, maintaining spreadsheets, and organising documents.
• Support processing customer requests such as returns, account updates, or follow-up communications.
• Assist with internal communications by sharing customer insights and service updates with relevant teams.
• Provide cover for the Receptionist during breaks, holidays, or unexpected absences to maintain seamless front-of-house operations when required.
• Other duties and responsibilities as required by line manager.
• Upholding and promoting the Club’s policies and procedures, including Health and Safety, Safeguarding and Equal Opportunities policies and procedures.

Matchdays responsibilities:

• Support the Fan Support Team on the day.
• Assist with distribution of accreditation when needed.
• Support with delivering activities and initiatives to provide a high standard fan experience for all home games.
• Assist the Support Service department when needed.

Experience, Skills and Qualifications:

• Experience in a customer service, administrative, or office-based role (preferred but not essential).
• Strong written communication skills, with the ability to respond clearly, professionally, and politely to customer emails.
• Positive, proactive attitude, with a willingness to assist the team and learn new processes.
• Good organisational skills and ability to multitask, with strong attention to detail.
• Comfortable using MS Office and digital tools.
• Reliable, punctual, and able to manage time effectively.
• Flexible and adaptable, with a strong work ethic and commitment to high-quality customer service.

Benefits:

• Complimentary match day ticket
• Reward and Discount Scheme through our Tech Scheme and Simple Health app
• Health and Wellbeing benefit scheme
• 20% Discount in our Retail Stores
• Discounts in various gyms through GymFlex
• Volunteering Day - 1 Workday off to support a charity of your choice.
• Travel Season Ticket loan
• Holiday allowance that increases every year of service

Our commitment to Equality

At Crystal Palace Football Club, Equality, Diversity & Inclusion is spirited and continues to grow due to the working environment, which makes all staff feel appreciated and welcomed. Crystal Palace Football Club do this by encouraging good relations and practices towards different groups and are committed to promoting employment opportunities that celebrate diversity. We are committed to attracting, recruiting, and retaining the most talented candidates and the club intends to ensure that everyone who wishes to engage with the club, whether as matchday fans, staff, players, board members, participants in Foundation programmes and any other person engaged with the club's activities, has a real and equal opportunity to do so.

Reasonable Adjustment

We are proud to be a Disability Confident Committed employer. We guarantee an interview to all disabled applicants who meet the essential criteria for the role, ensuring equitable opportunities for everyone. If you require disability-related adjustments during the recruitment process, please contact DLO@cpfc.co.uk (DLO inbox is for disability-related queries only, if you wish to gain further information regarding this vacancy, please contact cpfc. recruitment@cpfc.co.uk ). We are here to help you through the whole recruitment process including trying to apply for a vacancy, getting in touch with us through the process, and/or helping with access in case you are required to come in for an interview.

Safeguarding

Crystal Palace Football Club is committed to safeguarding and ensuring the welfare and protection of children and vulnerable people and expects all staff to share this commitment. As such, the post holder will be required to undergo any relevant security checks, including a comprehensive background check, Enhanced Disclosure and Barring Service (DBS) to ensure the safety and protection of children and vulnerable individuals.