Match Day Fan Services Team Member

Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the Premier League and Women’s Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that’s always dared to push boundaries, breaking new ground and rewriting history.

We offer world-class facilities: In 2019, we opened our state-of-the-art Stadium, a £1 billion landmark that’s the beating heart of North Tottenham’s transformation. More than just a football ground, it’s an engine of change — creating 4,000 jobs and injecting £300 million into the local economy every year.

As a multi-purpose venue that welcomes fans throughout the year, we need people who can lead our Fan Services Team on matchdays and be a part of delivering an 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

• Work for a 5-hour event day shift - shifts include evenings, weekends and bank holidays.
• Provide accurate information on wayfinding, facilities, timings and general matchday queries supporting guests who may need extra assistance or have accessibility needs.
• Resolve straightforward guest issues calmly and professionally, identifying when an issue needs escalation and following the correct process.
• Direct guests to muster points where required and support handovers to Supervisors or Safety.
• Act as a clear and friendly point of contact for supporters on concourses and external areas proactively approaching guests who appear unsure or in need of help.
• Attend training and briefings as required.
• Attend pre-shift briefings and understand deployment instructions.
• Be in position on time and remain flexible, including rotating positions as areas become busier.
• Support arrival, half-time and departure flows as directed.
• Log key guest interactions, issues and feedback using tablets or provided tools.
• Contribute to end-of-day insight through accurate reporting.
• Work closely with the Safety, Security, H&S, Events and Supporter Services teams.

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 - having clear and concise interactions with fans making sure to be professional, personal and proactive.
• Time management – Completing tasks on time including reporting and monitoring feedback and making sure to be aware of deadlines.
• Problem solving – having the ability to think logically and carefully about how to resolve issues and overcome any challenges.
• Customer Service - experience in events or dealing with people is helpful but not essential. Full training will be provided.

• Personal Attributes
• Humour – In such an interactive role you will need to feel comfortable engaging fans, bringing confidence and humour to your communication style naturally interacting with large and diverse crowds.
• Open mindedness – you may need to work under pressure and be open to trying new things to solve a problem or find a new outcome.
• Adaptability – Every shift will be different! You will need to show flexibility in taking direction and guidance as needed to work well as a team.
• Authenticity – We want you to bring your best self to work so that you can genuinely connect with fans.

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.