Assistant Disability Access Manager

Please enter your search criteria below and select Search. To search for more than one item in a list, select the multiple criteria required using the keyboard keys \’Ctrl\’ or \’Shift\’.

Assistant Disability Access Manager

Location: Lilywhite House
Date: 13/01/2025

Job Details

Contractual hours: 35
Basis: Full Time
Region: Tottenham
Job category/type: Communications
Date posted: 22/11/2024
Job reference: REQ00000741

Job Description

Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London.

JOB PURPOSE

The Club is seeking an Assistant Disability Access Manager to pro-actively support the Disability Access Officer in delivering a “best in class” experience to supporters and guests with access requirements, with a focus on utilising the latest technology and digital software available to the Club to create a seamless fan journey.

This is an exciting new role for an individual with a passion for accessibility and customer service. Sitting within our Supporter Engagement team, the Assistant Disability Access Manager will be personable, driven and enthusiastic, with a passion for always delivering the highest standards of service in a fast-paced and dynamic environment.

Key Responsibilities

• Act as a point of liaison for access supporters at matches and events, including home, away and third-party events at the stadium to ensure the best possible visitor experience
• Support the Disability Access Manager in developing and delivering a best-in-class service for all supporters and guests with access requirements
• Manage the Club’s Disability Access Scheme, including overseeing the administration of new supporter applications, using the Club’s ticketing management software, supporting and streamlining the access ticket sales process for all Matches/Events, as well as access Season Tickets and Memberships
• Maintain a strong knowledge of the latest and developing technology for accessibility supporters and guests
• Managing all elements of the Club\’s existing software and CRM systems when coordinating the Disability Access Scheme
• Identifying and implementing any new and emerging technology and/or applications that will help to further enhance our services to supporters and efficiencies in Club operations
• Manage a telephone service during peak periods to resolve queries and manage issues for all enquiries associated with the Club’s disabled supporters
• Produce access communications for disabled supporters and visitors across all Club media portals (such as the Club website, Ask Spurs and printed publications), ensuring information is available in accessible formats

Person Specification

• Customer focused with exceptional customer service skills
• Ability to embrace new technologies and ways of working
• Excellent communication (written and oral) and interpersonal skills – the ability to communicate effectively with stakeholders at all levels
• Highly self-motivated with the ability to motivate others
• Enthusiastic and willing to be flexible in approach to achieve desired outcomes
• Pro-active and engaging
• Strong \’can do\’ approach
• Able to remain calm under pressure
• Rigorous attention to detail
• Key promoter of “The Spurs Way” values – Dare, Drive and Respect
• Willing to self-evaluate and work towards continuous improvement
• Commitment to equality, diversity and inclusion
• Extremely well organized with the ability to perform under tight deadlines
• Ability to follow clear policies and procedures to ensure the smooth and efficient operation of the matchday

Skills and Experience

• Practical knowledge of existing legislation including the Equality Act 2010, accessible stadia guidance (e.g. CAFE and UEFA Access for All and the UK Accessible Stadia Guide) and new legislation and good practice guidance is desirable
• Experience in a relevant supporter/guest services role
• Experience of working with disabled supporters/customers and meeting accessible requirements and needs
• Digitally proficient with a good knowledge of the latest digital technology
• Strong knowledge and experience of using CRM systems
• Strong communication and presentation skills
• Proficient in the use of a telephone handling systems and PC & MS Windows based computer applications

Safeguarding is fundamental to the success in all that we do. Successful candidates are to be reminded they would be subject to various background, DBS and reference checks for this role.

Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, or ethnic and national origins, religion or belief, or sexual orientation.

#J-18808-Ljbffr