Norwich City greatly values the thoughts and views of all its supporters and has introduced a new role to provide them with a direct link to the Club.
Rebecca Shearer has recently joined the team as Supporter Services Manager, providing a dedicated point of contact to answer queries and represent the needs of fans.
Canaries.co.uk recently caught up with Rebecca to discuss her role and how fans can get in touch with the Club.
Thanks for chatting to us Rebecca, could you start by talking us through what your job entails?
My role has been introduced to be the first port of call for any queries, suggestions, feedback and issues. Here at the Club we recognise the loyalty and dedication of our supporters and my role is to make sure that everyone has the opportunity to share their views as we believe they are of extreme value to us. We welcome any feedback which may help improve the experience held here at Carrow Road and my aim is to make it easier for supporters to engage with the Club.
Could you tell us a bit about your background and how you came to work for Norwich City?
I have worked in the customer service industry for over 13 years now, with previous jobs at Boots and Nationwide Building Society. In between those jobs I attended the University of Leicester, where I graduated with a degree in Sociology.
I saw the position for Supporter Services Manager advertised back in November and that the Club was looking for someone to help with its commitment to providing the best service to those visiting Carrow Road. Great customer service is a passion of mine as I believe it is really important to strengthen the relationship between the customer and the organisation, and so I felt this was too good of an opportunity to pass up!
Being a brand new role I was really excited for this opportunity as it would give me a chance to make the role my own and develop the best way for us to communicate with our supporters.
You’ve been in the role for just over six weeks now, what are you enjoying most?
I love the variety. So far I haven’t had two days the same, and each day brings something different to the table. Being new to the football industry, I’ve learnt a lot about what we do here for our supporters and spend a lot of time finding out answers to a wide range of queries. I can really feel the passion and commitment from the supporters I have come across already and it is lovely hearing of the generations of families who support the Club. I’ve really enjoyed spending time speaking to supporters and finding out what’s on their minds and hopefully going forward people will find it easier to engage with the Club.
I have also really enjoyed getting to know the team and it’s amazing to see just how much goes on ‘behind the scenes’ and seeing all the hard work that goes into everything. Learning about the Club’s vision has been really interesting and even being here for just a short while I can feel the Club is going from strength to strength. It feels like a really exciting time to be joining the Club and I’m looking forward to seeing what the future holds!
Can you give us a few examples of the types of things supporters can contact you about?
Supporters can contact me about anything that’s on their mind. I think it’s important that people don’t feel restricted about what they can get in touch about and no issue is too big or small that it can’t be addressed. If I don’t know the answer to a question I can guarantee there will be someone here that does and I will strive to find an answer.
With regards to any issues raised, it is important that we receive them and my role has been introduced to make it easier for supporters to do so. It's an opporunity for us to find out what we can do to improve our service and any changes that need to be made for the future.
On the other hand, if you receive some fantastic service then please share it with me. It’s such a rewarding feeling knowing that you have done something well for someone, so I will make sure it gets to the relevant person. Supporters can also get in touch regarding charitable support, requests for special occasions, details about our events and facilities, and so on.
What are your hours and how can people get in touch with you?
My hours are Monday to Friday, between 8.30am and 5.30pm. I also monitor the Norwich City FC Facebook Messenger so please feel free to get in touch on there. Going forward, all complaints are to be acknowledged within agreed timescales. Fans can expect an acknowledgement within 48 hours of receipt, and a resolution within five working days from then. This allows time for any investigations to be carried out and I will ensure that any supporter who expresses concerns will be kept informed throughout the process where necessary.