Venue Optimisation Administrator

Job Title: Venue Optimisation Administrator (Fixed Term – 12 months)
Department: Commercial
Reporting:
Venue Optimisation Team Leader
Location:
Vantage
Salary:
£28,500 per annum
Closing Date: 19 September 2025
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 Role: Venue Optimisation Administrator
The Venue Optimisation Administrator will be the first point of contact via email, phone, and occasionally in person at the box office for all box office-related enquiries. This external-facing role requires professionalism, strong organisation, and excellent communication skills.

You will engage, support, and collaborate with multiple stakeholders, including the Ticket Operations team, Marketing team, and other key staff members, to ensure the successful delivery of our transition to digital ticketing on Brentford FC matchdays.

This is a fixed-term position reporting to the Venue Optimisation Team Leader. The role involves daily contact with key stakeholders and requires strong customer service experience and high organisational ability.

Main Accountabilities

• Provide day-to-day customer service for season ticket holders and members
• Manage emails sent to the ticketing inbox
• Handle customer feedback to ensure full satisfaction
• Report daily email figures to the Team Leader and Lead
• Support with matchday administration and preparation
• Troubleshoot issues and respond to customer queries
• Collaborate with internal teams and external organisations to ensure clarity, manageable workloads, and a positive working environment
• Attend planning and debriefing sessions as required by management
• Assist with general administrative tasks

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

• Marketing Services
• Ticketing Operations
• Venue Operations
• Fan and Community Relations

Person Specification – Essential

• Strong interpersonal skills with the ability to work well across teams (and externally as required)
• Excellent written and verbal communication skills
• Experience in a customer service role
• Knowledge of Salesforce (or similar CRM system) preferred
• Experience with Ticketmaster (or similar ticketing system) preferred
• Competence in Microsoft Office, particularly Word and Outlook
• Ability to use initiative with minimal supervision
• Commitment to delivering high-quality and accurate work from start to finish
• Ability to manage a heavy workload with strict deadlines, and willingness to work additional hours for key events
• Excellent organisational skills
• Flexibility and willingness to take on ad hoc tasks

Person Specification – Desirable

• Experience in the football industry (ideal but not essential)
• Previous administrative experience
• Knowledge of GDPR and data regulations

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, 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:

Please 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
Please 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.