Ticket Integrity Executive

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. We play in a brand-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. Come join us.

The Ticket Integrity Executive will be responsible for safeguarding the accuracy, security and compliance of all ticketing operations. The role ensures that ticket sales, allocations and distributions are conducted in line with organisational policies including the Every Seat Counts policy, contractual obligations and industry regulations. The position requires exceptional attention to detail, strong analytical ability and effective collaboration with internal departments and external partners. The role will be a blend of face-to-face, telephone and email engagement with our wide fan base with the emphasis on delivering industry-leading customer service. This role is flexible and can be done hybrid occasionally.

Main Accountabilities

• Monitor ticket sales and memberships to ensure compliance with clubs Ts & Cs.
• Identify, investigate and resolve anomalies in ticketing data, transactions or inventory.
• Enforce ticketing policies including restrictions, holds and release schedules.
• Detect and mitigate fraudulent activities, unauthorised resale and irregular booking patterns.
• Liaise with ticketing providers around fraudulent or suspicious activity.
• Prepare regular reports on ticket integrity issues and compliance audits.
• Provide insights and recommendations to senior management on sales patterns and operational improvements.
• Act as a liaison between box office marketing and operations teams.
• Support customer service teams in resolving ticket-related disputes or escalations.
• Maintain and update club CRM systems.
• Weekly updates and reporting to Venue Optimisation Manager.
• Deliver outstanding customer service.

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.

Person Specification - Essential Personal Characteristics

• Exposure to a similar role within a fast-paced environment.
• Exposure to a ticketing environment and with ticketing systems.
• Ability to work proactively and collaboratively with others within the organisation to provide a high-quality ticketing and venue experience for fans and other ticket purchasers.
• Strong attention to detail & process driven.
• Positive can-do attitude.

Key Internal Relationships

• Stadium Operations
• Premium Services
• Marketing Services
• Ticket Operations

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 under-represented 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, diversity and the safeguarding and welfare of all children and adults at risk. We expect all staff and volunteers to share this commitment and to contribute to a safe and inclusive environment for everyone involved in the club. As part of our safeguarding culture, all staff are required to undertake role-appropriate safeguarding training and to follow the club's safeguarding policies and procedures. These include the timely reporting of any concerns to the club's Safeguarding Team. All appointments are subject to safer recruitment practices. Pre-employment screening will be carried out which – depending on the role – may include an enhanced Disclosure and Barring Service (DBS) check. Brentford FC recognises the value of a diverse workforce and welcomes applications from individuals with a range of backgrounds. A criminal record will not necessarily prohibit an applicant from employment. This will depend on the nature of the role and the circumstances of any offences. However, 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.

Our safeguarding policies and further information can be found here: note that where appropriate for the role you will be required to complete additional background checks such as Disclosure and Barring Service (DBS) checks and police checks for any time you have lived or worked outside of the UK in the last 10 years. You can find out more about this at also note that a CV application will not be sufficient. Applications will not be considered where the application form has not been completed in full. If the role you are applying for involves regulated activity and you have been shortlisted for a first stage interview you will be asked to fill out a Declaration of Offences Form.

Reference Requests

By submitting this application you consent to us contacting two professional referees. These individuals should be able to verify the educational and/or employment details you provided during the application process and speak to your work ethic, skills and overall suitability for the role. References will only be requested if you are successful at the selection stage. At that time you will be asked to provide the necessary contact information.

Key Skills

• IDS
• System Design
• Haskell
• PCB
• Root cause Analysis
• Technical Writing
• System Security
• Federal Aviation Regulations
• Warehouse Distribution Experience
• Encryption
• Product Development
• Contracts

Employment Type: Full Time

Experience: years

Vacancy: 1