Fan Relations Executive

Job Title

Fan Relations Executive

Reports to

• Fan Engagement Lead
• Department : Fan and Community Relations

Salary

• £30,000 per annum
• The Club

Brentford FC is a bit different from 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.

We play in a new stadium, 15 minutes from Heathrow in vibrant west London.

We will never forget where we have come from, but we are excited about the future that lies ahead.

Job Overview

The Fan Relations Executive will help deliver an excellent, inclusive and welcoming experience for supporters and community stakeholders on matchdays and throughout the week.

Working collaboratively across the club, the successful candidate will provide high-quality day-to-day support, respond to enquiries and help deliver fan engagement, supporter experience and community initiatives.

The role will support the management of supporter communications and information, community ticketing, fan and community events, matchday activities and the collection of supporter feedback and insight.

This role will build positive relationships with supporters, supporter groups and colleagues, using feedback to identify practical improvements to the fan experience.

The successful candidate will also support the team at selected home and away fixtures and other club sites or events, acting as a visible and approachable representative of the Fan & Community Relations team and escalating concerns appropriately.

Key Responsibilities

• Manage the supporter services inbox and other fan-related enquiries, working with colleagues across the club to provide accurate, clear, empathetic and timely responses and provide reporting information as required.
• Act as a helpful point of contact for supporters, providing information, guidance and practical support and escalating complex or sensitive matters appropriately to seek resolution.
• Support the preparation, review and publication of supporter information, including home and away match guides and fan-related website content.
• Support the delivery of a welcoming and inclusive matchday experience for home and away supporters, including first-time and potential new fans.
• Engage with supporters to gather feedback, identify emerging issues and recommend improvements to the fan experience.
• Support the planning and delivery of fan and community events, stadium tours, supporter activities, matchday entertainment, magic moments for fans and other engagement initiatives.
• Deal with charity, community, ticketing and other supporter requests consistently and professionally, in line with agreed processes and service standards.
• Build and maintain positive relationships with supporter groups, including international fan groups, and keep relevant contact and engagement records up to date.
• Support the collection, recording and reporting of supporter feedback, enquiries, engagement activity and other relevant data to help identify trends and opportunities for improvement.
• Support the accurate documentation and preparation of minutes from fan working group meetings as required.
• Support the processing of invoices and documentation of financial records across the team, ensuring timely and accurate records and payment.
• Work collaboratively with teams including ticketing, communications, marketing, commercial, operations, safeguarding, accessibility and Brentford FC Community Sports Trust to deliver joined-up supporter experiences.
• Support wider Fan & Community Relations priorities, projects and events as required throughout the season.
• Ensure that any safeguarding concerns observed, or raised in the course of the role, are shared promptly with the Safeguarding team through the appropriate channels.
• Specialist Skills/Knowledge
• Experience of delivering high-quality customer or supporter service, ideally within professional football, sport, entertainment, events or a community-facing environment.
• Good understanding of football supporter culture, matchday operations and the factors that contribute to a positive fan experience.
• Strong written and verbal communication skills, with the ability to adapt style and tone for different audiences and channels.
• Good digital and IT skills, including Microsoft Office applications and the ability to maintain accurate records and databases.

A basic understanding of how the use of AI can support productivity would be desirable.

• Ability to handle enquiries and complaints sensitively, applying sound judgement and recognising when an issue should be escalated.
• Good organisational and administrative skills, with the ability to manage competing priorities and meet deadlines.
• Understanding of safeguarding, data protection, confidentiality and inclusive service delivery within a supporter or community environment.
• Knowledge of Brentford FC, its supporter base and local communities is desirable.
• Experience of supporting disabled supporters or people who require additional assistance is desirable.
• People Skills
• Excellent interpersonal and relationship-building skills, with a welcoming, respectful and supporter-focused approach.
• Ability to communicate confidently and professionally with supporters, colleagues, partner organisations and other stakeholders.
• Strong teamwork and collaboration skills, combined with the ability to work independently when required.
• Empathy, patience and resilience when dealing with sensitive, challenging or high-pressure situations.
• A proactive, dependable and solution-focused approach, with close attention to detail.
• Decision Making
• Prioritises effectively and responds appropriately when managing competing enquiries, tasks and matchday demands.
• Uses sound judgement when resolving supporter issues, protecting confidentiality and escalating complex, sensitive or safeguarding matters.
• Remains calm and effective in fast-paced environments and makes practical decisions within agreed policies and processes.
• Understands the limits of the role and seeks advice from the appropriate colleague/s when required.
• Innovation
• Proactively identifies opportunities to improve supporter communications, service and matchday experiences.
• Uses supporter feedback, enquiry themes and engagement data to suggest practical improvements.
• Contributes ideas that support fan growth, inclusion, stronger community connections and long-term supporter loyalty.
• Looks for efficient and consistent ways to improve team processes and record keeping.
• 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, always maintaining a professional image 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.
• Inclusion Statement

Brentford FC is proud to be an organisation that values equity, diversity and inclusion.

We strive to create a culture that celebrates difference and ensures fairness, safety, representation, and belonging.

We recognise that some groups remain underrepresented in our workforce and are actively working to change this.

As part of that commitment, we strongly encourage applications from people of all backgrounds — particularly those from ethnically diverse communities, women, LGBTQ+ individuals, and disabled people.

We’re committed to a fair and inclusive recruitment process, with all decisions made based on merit and suitability — regardless of background or protected characteristic.

Should you be selected for interview, we welcome the opportunity to discuss any specific arrangements, accommodations or reasonable adjustments you may require to be made.

Safeguarding Statement

Brentford FC is fully committed to promoting equality, and to safeguarding the welfare of all children and adults at risk.

Safeguarding is everyone’s responsibility and is a core part of the Club’s culture.

All staff and volunteers share a collective duty to create and maintain a safe and supportive environment, both on and off the field.

To ensure this, all staff are required to complete regular safeguarding training appropriate to their role.

This training supports a proactive and informed approach to safeguarding practice.

The successful candidate will be expected to understand, adhere to, and actively uphold all relevant safeguarding policies and procedures.

This includes recognising signs of abuse or harm, responding appropriately, and reporting any concerns in a timely manner to the Club’s Safeguarding Team.

Brentford FC operates safer recruitment practices.

We remind individuals that it is a criminal offence for a person barred from engaging in regulated activity to apply for a role that involves such activity.