Match Day Fan Services Supervisor in London

Each season we prepare to welcome thousands of fans who visit our stadium to experience exciting match days in a safe and secure environment. We are looking to find Supervisors who can lead our Fan Services Team on matchdays and be a part of delivering that amazing experience. Your role will include preparing the operation, briefing the team, managing deployments and handling guest queries throughout the event. You are responsible for making sure the team is visible, effective and consistent, bringing to life our Club values of Dream, Dare and Do and ensuring our guests receive a high standard of support and a fantastic level of engagement across the stadium.

Key Responsibilities

• Pre-Match Duties: Work for a 7-hour shift including pre-match setup. Start 3 hours before kick-off. Prepare shift allocations, matchday briefs, equipment and iPads. Attend the GA Safety Officer briefing and collect key updates. Walk the stadium to check signage, muster points and hotspots. Brief the indoor and outdoor teams separately to ensure clarity. Direct guests to muster points and manage the handover process.
• Match Duties: Check staff visibility, engagement level and consistency of service. Give quick feedback and support to staff if standards drop. Encourage a positive and proactive culture within the team. Be a role model and demonstrate the key behaviours.
• Post-Match Duties: Keep the operation running for 1 hour after full-time and lead team for 45 minutes post-match and complete reporting. Close down all posts safely. Lead a short debrief with the team. Complete the matchday report, including feedback collected, hotspots observations, themes for follow-up. Submit insights to the Venue Experience Manager and Safety team.

Safeguarding Responsibilities:

• Have a duty to safeguard and promote the welfare of children and young people.
• Act in accordance with the organisation’s safeguarding policies and procedures at all times.
• Be alert to signs of abuse, neglect, or safeguarding concerns and report these appropriately.
• Maintain professional boundaries and act as a positive role model when working with or around children.
• Attend safeguarding training as required and keep knowledge up to date.

Person Specification

• Skills & Experience:

• Communication: This will be key as you will be responsible for leading debriefs before and after matches, motivating and encouraging your teams, giving feedback and dealing with any guest situations.
• Organisation: This will be critical in ensuring all activities and logistics happen such as completing your match day reports and scheduling in regular walkabouts. Good time management will be important.
• Monitoring: Keeping contact with the team and giving feedback and guidance escalating incidents concisely and accurately.
• Relationship Building: On match days you will be working with the GA Safety Officer, Ticketing and Premium teams and Event Control (via Safety) so you will need to be confident to relay information, working to support all safety requirements including H&S and Safeguarding.

• Discipline: Working across a large footprint you will need to ensure your staff are all in the right positions and oversee break rotations, including indoor/outdoor swaps after kick-off maintaining high standards whilst working under pressure and staying focused.
• Accountability: You will be responsible for any guest concerns or operational issues brought to you. Making sure things are managed efficiently and proactively will be your priority.
• Situational Awareness: As a visible presence at the stadium you will need to be alert and aware of everything happening in your immediate environment.
• Adaptability: With a busy match day, you will need to manage staff effectively, reactively adjusting placements where needed.
• Authenticity: Being yourself is the most important quality we look for in this role.

Safeguarding & Recruitment Statement: Safeguarding is fundamental to the success in all that we do. The Club follows a Safer Recruitment process for all roles. Successful candidates are to be reminded they would be subject to proportionate background, DBS and reference checks as required. We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.