We're looking for a Here to Help Supervisor to join the team at Home Park Stadium.
The Here to Help team are a group of volunteers that engage with fans on matchdays to enhance the supporter experience. This role is to co-ordinate and manage the Here to Help team and to support the delivery of the best customer service/match-day experience possible across match days for both the Men’s and Women’s teams, as well as at concerts and other events held at Home Park.
Knowledge, Skills and Experiences
- Ability to work towards and manage conflicting deadlines with efficiency and clear communications to those affected at every stage
- Ability to work well under pressure ensuring service delivery is not affected
- Strong leadership skills including the ability to influence and engage with multiple people of different audiences
- Experience of managing a team within an events management team or similar
- Ability to deliver excellent customer service
- Ability to problem solve and resolve complaints confidently, calmly and effectively
- Build and maintain a secure knowledge of club services, facilities and the matchday experience offering to be able to lead the team and engage effectively with supporters
- Will work in line with Club values at all times and present these fans attending games on matchdays
- Working in line with Safeguarding obligations and awareness at all times, ensuring all concerns are reported and logged
Key Role Requirements
- Supervision and coordination of the Here to Help team on match days
- Providing line management (including recruiting, inducting, training and performance management processes) and rota coordination for the Here to Help team, ensuring availability is gathered and rotas are published in accordance with stated deadlines
- Ensure that the best customer service is delivered on matchdays to all visitors
- Maximising engagement from those attending matchdays with the events that the Club provide
- Actively contribute to the team’s performance in, and contribution to, the EFL Family Excellence Scheme
- Ensure the team take a proactive approach to engaging fans
- Work across Men’s and Women’s games, as well as concerts and other events as required
- Travel to away games for the Men’s team where requested, acting as the point of contact in the event of any fan issues
Job Type: Part-time
Pay: £12.71 per hour
Expected hours: 6-10 per week
