Location: Sydney 
Type: Casual

ABOUT US

Football Australia is situated on the lands of the Gadigal people of the Eora Nation. We acknowledge the histories, traditions and living cultures of Aboriginal and Torres Strait Islander peoples and commit to building a brighter future together. 

Football Australia is the national governing body for football in Australia and a member of Fédération Internationale de Football Association (FIFA), the international governing body for football. It governs all national teams, the A-Leagues (in Football Australia’s capacity as the regulatory body), Australia Cup, National Premier Leagues and leads state, community, and grassroots football. 

OUR VALUES 

Football in Australia is a melting pot of approximately 2 million participants represented by over 200 different cultures, we are proud to be the most diverse and globally connected sport within the Australian sporting landscape.

This diversity in culture, ideas, and experience makes us strong and prepares us to achieve our vision to ‘be a leading football nation where everyone is inspired to live and love the game’. To achieve this, we live by our company values which include: 

• Impact On & Off the Field: Challenge the way we think and do to seek ways to grow the impact football has, influence industry thought leaders.
• Inclusive & Diverse Football for all: Football is embedded in the nation's social fabric, follows the story of Australia, be accessible for all
• A United Team: Bringing people together to unleash the power of football and to deliver the vision, we bring the team spirit to the game
• Trust: Building trust across the whole football community, be trusted custodians of the game, act with integrity and objectivity

ABOUT THE ROLE

Are you a sports enthusiast looking to dive into the exciting world of competitive sports administration? Football Australia (FA), the national governing body for football, has an incredible opportunity for you! We are currently seeking Sydney-based entry-level Casual Customer Support staff to join us for a 7-month period starting in October 2023.

PlayFootball is the heart of community football in Australia, and you have a chance to be part of this groundbreaking initiative! As FA's Community program, PlayFootball aims to uplift grassroots clubs, raising their standards and enhancing the football experience across the nation. With a focus on critical areas like online registration, competition management, learning management, qualification management, facilities, volunteers, and inclusive practices, PlayFootball provides the tools and support these clubs need to thrive.

As a valued member of our team, your role as a Customer Service Officer will be crucial in ensuring our customers' utmost satisfaction while using our digital products. From the National registration system (NRS) to our Websites, Qualification Management System (QMS), Learning Management System (LMS), Competition system, and beyond.

Duties & Responsibilities: 

• Providing telephone and email support to various stakeholders, including clubs, players, and parents, using the PlayFootball online registration system, Competition, Learning, and Qualification Management Systems.
• Managing customer complaints and conflicts in a tactful and timely manner, ensuring proper resolution.
• Building and maintaining strong relationships with all stakeholders involved in community football.
• Developing a deep understanding of the products and needs of our customers.
• Recording all customer communications meticulously using Freshdesk products.
• Following established triaging processes to address issues or bugs in our digital products effectively.
• Conducting face-to-face or virtual training sessions for end-users, focusing on the National registration system and beyond.

ABOUT YOU

Experience, Skills and Qualifications: 

• A friendly and approachable personality
• Contribute positively within a team environment.
• A ‘can-do attitude’
• Ability to work with customers of varying skills and resolve problems in a timely manner.
• Self-motivated and capable of working both collaboratively within a team and independently.
• Proficient in delivering excellent customer service, with exceptional communication skills and a polite phone manner.
• Strong written English and interpersonal skills
• Experience in working with IT systems.
• Understanding of club administration in Football
• A love of the game of football
• Previous experience within customer service roles
• Experience of working with football clubs (desirable)
• Experience working with Registration and Competition systems (desirable)
• Product Training (desirable)

Additional Requirements: 

• Working with children check (paid/ employee) or state- based equivalent 
• Out of hours and weekend work as required

 

Apply online at SportsPeople here