Customer Service Executive; Casual

We’re looking for a Seasonal Casual Customer Service Executive to join our Retail team and help deliver a first-class experience for supporters shopping with Arsenal Direct. You’ll 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 you’ll collaborate with colleagues and external partners to resolve queries, provide solutions, and continuously help improve the supporter experience.

This casual role will work with the team through our key holiday trading period of November-January, beginning with mandatory on‑site training at our Highbury House office, followed by remote working options for maximum flexibility.

We are one of the most famous clubs in world football, with a rich heritage and history of success – 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 ‘Our Gunners’ are proud to be part of our team - view their stories here.

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.

• Deliver exceptional supporter service - you’ll 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 - you’ll 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 - you’ll diligently maintain shared documents and trackers to help monitor team activity and service levels
• Embrace busy trading periods - you’ll thrive in a fast‑paced environment while maintaining accuracy and a positive approach during seasonal peaks

• Excellent written communication skills - you’re 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 and Google Workspace skills - you’re 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 - you’re 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…