As our Supporter Escalations Executive, you will play a key role in supporting the Club's mission to tackle ticket touting while ensuring supporters receive a fair, transparent and professional experience throughout the investigation and appeals process.

You will own the supporter journey for those affected by ticket misuse investigations, acting as the primary point of contact from initial communication through to resolution. Working closely with teams across Ticketing, Supporter Services, Security, Legal and Compliance, you will ensure communications are accurate, empathetic and aligned with Club policy.

This is an excellent opportunity for someone who is passionate about delivering outstanding customer experiences, enjoys resolving complex cases, and can balance supporter advocacy with the consistent application of policies and procedures.

Key responsibilities include:

• Managing the end-to-end supporter journey for investigations, sanctions and appeals, ensuring a consistent and professional experience.
• Delivering timely, accurate and empathetic communications that clearly explain decisions, processes and available options.
• Acting as the primary point of contact for supporters involved in anti-touting cases, responding to enquiries and managing expectations.
• Coordinating appeals and case reviews, ensuring submissions are handled fairly, thoroughly and within agreed timescales.
• Collaborating with internal stakeholders to ensure communications accurately reflect case outcomes and Club policy.
• Identifying vulnerable or exceptional circumstances and escalating cases where appropriate.
• Maintaining accurate case records and ensuring compliance with data protection requirements and internal procedures.