Casual Fan Support Team Member in London

Brentford FC is a bit different to other Premier League football clubs. We put our fans first, we are a true community club and while we are financially sustainable, we are not afraid to take calculated risks. We take huge pride in our environment and culture within the Club which focuses on development, inclusion and not being afraid to think differently. Being progressive, humble and respectful while sticking together as one team across the Club guides how we work and the decisions we make each day. We also firmly believe that a diverse workforce is a better workforce which will help us develop ideas, solve problems and ultimately grow Brentford FC.

Inclusion Statement: Brentford FC is an organisation which values and is passionate about diversity and inclusivity. Whilst our recruitment decisions are always based on merit and suitability, we welcome and encourage applications from qualified candidates, including those from underrepresented groups – such as those from ethnically diverse backgrounds, women, those from the LGBTQ+ community and those with disabilities. Should you require any workplace accommodations (also known as ‘reasonable adjustments), you will have the opportunity to let us know at the appropriate points in the hiring process.

Safeguarding Statement: Brentford FC is committed to equality, the safeguarding and welfare of all children and adults at risk. This responsibility is shared by all staff and volunteers at the Club, safeguarding is everyone’s responsibility. Staff will be required to undertake regular safeguarding training to enable and reinforce a proactive approach to safeguarding. This role requires the post holder to apply all relevant policies and uphold the Club’s commitment to safeguarding vulnerable people to ensure a safe environment for all. This includes the timely reporting of any safeguarding concern to the safeguarding team.

The Role of the Fan Support Team Member: As part of our commitment to making matchdays special at the Gtech Community Stadium, we want every fan’s experience to be as enjoyable as possible. To support our commitment, we are recruiting a number of Fan Support Team Member positions within a casual capacity. The successful Fan Support Team Member candidates will be there to offer a friendly face on matchdays, provide information and support us in enhancing the matchday experience for our fans at the Gtech Community Stadium.

• Create and promote a safe, inclusive and welcoming environment for all supporters visiting the Gtech Community Stadium.
• Support fans entering, exiting and navigating the stadium, providing information, directions and assistance where required.
• Provide accessibility support for home and away supporters, including wheelchair assistance and accompanying fans around the stadium where appropriate.
• Gather supporter feedback on matchdays and assist with comments, suggestions and complaints to help improve the fan experience.
• Provide information and guidance regarding the local area, community initiatives and transport options.
• Support the delivery of stadium tours, fan events and other Brentford FC fixtures and events.
• Work collaboratively with colleagues across the Club to deliver an outstanding matchday experience for all supporters.

General Club Accountabilities:

• To ensure compliance with all relevant Club policies, including safeguarding, health and safety policies and with specific reference to the data regulations (GDPR and PECR).
• To ensure compliance with the Club’s Code of Conduct.
• To ensure compliance with all relevant legal, regulatory, ethical and social requirements.
• To build and maintain good working relationships both internally and externally, maintaining a professional image at all times when representing Brentford FC.
• To keep confidential any information gained regarding the Club and its personnel.
• To maintain a flexible approach to work at all times.
• To ensure compliance with all Matchday Safeguarding processes.
• To ensure compliance with the Club’s Safeguarding Policy and processes.
• To promote and support positive mental health and wellbeing throughout the Club both on and off the field.
• To promote equity, diversity and inclusion at the Club, in line with our EDI strategy.

Key Internal Relationships: Fan & Community Relations, Corporate Affairs, Commercial Operations, Venue Sales, Marketing Services, Operations, Brentford FC Community Sports Trust.

Person Specification - Essential Characteristics:

• Due to the nature of the role, we can only accept applications from those aged at least 18 years old.
• Interested in working within the football industry in a matchday environment and developing skills and experience in this role.
• Experience of providing good customer service and an interest in fan engagement.
• Good communication and interpersonal skills and confidence in dealing with people.
• Ability to deal with complaints and suggestions with empathy.
• Enthusiastic, friendly and energetic manner with a genuine desire to provide outstanding service for all fans visiting the Gtech Community Stadium.
• Good team player.
• Reliable and committed to the role, including attending required training and briefing sessions.
• Available to work a variety of hours, which will include weekends and evenings and for the majority of matchdays throughout the season.