West Ham vow to improve supporter services
The club has expanded the role of Supporter Liaison Officer (SLO) to recruit a Supporter Services Manager who will oversee an expanded department. They have recruited Jake Heath, who has previous experience in similar roles at Spurs and Arsenal.
Jake who is now a few weeks into his new role told us: “Moving forward we have set parameters on response times and this is expressed in our auto-acknowledgement email at supporter services. Three working days is what we aim for but this can be extended during busier periods and to allow for investigations. Furthermore we will look to reduce the response time once my assistant has been appointed and settles into the role. A personal holding note should also be sent where investigation is necessary.”
The new auto response says:
“Thank you for your email to the Club. This is an acknowledgement that your enquiry has successfully reached the Supporter Services team. We aim to respond to every enquiry within 72 hours however, this may be extended during busier periods. In some cases, your enquiry may be passed to the relevant department for investigation who will in turn contact you directly to provide assistance.Opening hours: Monday – Friday, 09:00 – 17:00. Home matchdays, from two hours before kick-off up until kick-off. Please be assured that your enquiry is important to us and we shall be in touch as soon as possible.
Thank you for your support, it is appreciated. Kind regards, The Supporter Services team”
You can email Supporter Services at supporterservices@westhamunited.co.uk