At a Glance
- Tasks: Lead guest service operations and create amazing visitor experiences at the Etihad Campus.
- Company: Join Manchester City, a football club with deep roots and a global vision.
- Benefits: Enjoy 26 days' leave, private healthcare, and exciting perks like discounted match tickets.
- Other info: Flexible work culture focused on collaboration and personal growth.
- Why this job: Be part of a team that shapes unforgettable moments for fans and visitors.
- Qualifications: Experience in customer service and managing frontline teams is essential.
The predicted salary is between 30000 - 40000 £ per year.
Based in Manchester, this permanent full-time role leads frontline guest service operations across Medlock Square and Matchday and Events activity. You will play an important role in delivering welcoming, efficient and high-quality visitor experiences while supporting operational readiness, service delivery and onsite commercial engagement across the Etihad Campus.
You will lead frontline guest service operations across Medlock Square and Matchday and Major Stadium Events activity, helping to ensure service delivery is organised, consistent and aligned to operational requirements. Working closely with operational and commercial teams, you will support visitor engagement, guest assistance and onsite experiences across a range of customer‑facing environments.
Alongside managing service delivery, you will coordinate frontline teams, rota planning and operational readiness across multiple locations and peak operating periods. You will support service standards, guest escalation management and cross‑functional coordination while helping teams deliver welcoming and efficient experiences for visitors and supporters.
You will also contribute to continuous improvement activity across service operations, helping to identify opportunities to improve customer satisfaction, operational effectiveness and service consistency. Through your organisation, communication and collaborative leadership approach, you will help shape positive visitor experiences across the wider campus.
Qualifications- Experience leading customer service, guest services or frontline operational teams
- Understanding of operational guest service delivery within public‑facing environments
- Experience managing frontline teams, shift operations and service standards
- Ability to manage guest escalations and operational issues effectively
- Strong communication and stakeholder coordination skills
- Collaborative approach across operational, service and support teams
Working at Manchester City means being supported to do your best, with the flexibility and encouragement to look after your wellbeing. We are committed to helping our people learn, grow and thrive in a culture built on collaboration, openness and hard work.
As part of our team, you will receive 26 days' annual leave plus a day off for your birthday, private healthcare and dental cover, and an annual discretionary bonus. You will also have access to a Health Cash Plan, Employee Assistance Programme with 24/7 GP support, and a company pension and life assurance.
You can enjoy a range of additional benefits, including cycle to work, Give As You Earn, discounted match tickets, savings in the City Store, a free City+ subscription, stadium tour discounts, and wider retail and lifestyle offers.
Visitor Services Manager in Manchester employer: City Football Group
Manchester City is an exceptional employer, offering a vibrant work culture that prioritises collaboration, inclusivity, and employee wellbeing. As a Visitor Services Manager, you will lead a dedicated team in delivering outstanding visitor experiences at the iconic Etihad Campus, with ample opportunities for professional growth and development. Enjoy a comprehensive benefits package, including generous annual leave, private healthcare, and unique perks like discounted match tickets and stadium tour discounts, all while being part of a club that values its roots and community.
StudySmarter Expert Advice🤫
We think this is how you could land Visitor Services Manager in Manchester
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Manchester City's values and mission. This will help you connect your experience with their goals and show that you're not just another candidate.
✨Tip Number 2
Practice your communication skills! As a Visitor Services Manager, you'll need to demonstrate strong communication. Role-play common scenarios with a friend or family member to boost your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at Manchester City. You never know who might give you the inside scoop!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your genuine interest in being part of the Manchester City team. Don’t miss out on this opportunity!
We think you need these skills to ace Visitor Services Manager in Manchester
Some tips for your application 🫡
Show Your Passion for Guest Services:When writing your application, let your enthusiasm for delivering top-notch visitor experiences shine through. We want to see how your passion aligns with our commitment to creating welcoming and efficient environments for all our guests.
Highlight Relevant Experience:Make sure to showcase any previous experience you have in leading customer service or frontline operational teams. We’re looking for examples that demonstrate your ability to manage guest escalations and maintain high service standards.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, as we appreciate a well-organised application that reflects your communication skills.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting role at Manchester City.
How to prepare for a job interview at City Football Group
✨Know the Venue Inside Out
Before your interview, make sure you’re familiar with Medlock Square and the Etihad Campus. Understand the layout, key areas, and any recent events or changes. This will show your genuine interest in the role and help you answer questions about how you would enhance visitor experiences.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading frontline teams. Share specific examples of how you've managed guest services, handled escalations, and improved service delivery. Highlight your collaborative approach and how it aligns with the club's values of teamwork and community.
✨Demonstrate Customer-Centric Thinking
Think about how you can contribute to creating positive visitor experiences. Prepare to discuss strategies you've implemented in the past to boost customer satisfaction and operational effectiveness. This will illustrate your proactive mindset and commitment to high service standards.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, upcoming events, or how they measure success in visitor services. This shows your enthusiasm for the role and helps you gauge if the environment is the right fit for you.
