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Job Title: Fan Support Team Member

Department: Fan and Community Relations

Reporting: Supporter Liaison Officer

Location: G tech Community Stadium/Club Estates

Salary: £13.73 per hour

Brentford FC is a bit different to other Premier League football clubs. We put our fans first, we are a true community club and while we are financially sustainable, we are not afraid to take calculated risks. We take huge pride in our environment and culture within the club which focuses on development, inclusion and not being afraid to think differently.

Being progressive, humble and respectful while sticking together as one team across the club guides how we work and the decisions we make each day.

We also firmly believe that a diverse workforce is a better workforce which will help us develop ideas, solve problems and ultimately grow Brentford FC.

We play at the Gtech Community Stadium in Brentford, 15 minutes from Heathrow in vibrant west London.

We will never forget where we have come from, but we are excited about the future that lies ahead.

Come join us.

Inclusion Statement

Brentford FC is an organisation which values and is passionate about diversity and inclusivity. Whilst our recruitment decisions are always based on merit and suitability, we welcome and encourage applications from qualified candidates, including those from underrepresented groups – such as those from ethnically diverse backgrounds, women, those from the LGBTQ+ community and those with disabilities.

Safeguarding Statement

Brentford FC is committed to equality, and to the safeguarding and welfare of all children and adults at risk. This responsibility is shared by all staff and volunteers at the Club - safeguarding is everyone’s responsibility. Staff will be required to undertake regular safeguarding training to enable and reinforce a proactive approach to safeguarding. This role requires the post holder to apply all relevant policies and uphold the Club’s commitment to safeguarding vulnerable people to ensure a safe environment for all. This includes the timely reporting of any safeguarding concern to the safeguarding team.

Role of the Fan Support Team Member

As part of our commitment to making matchdays special at the Gtech Community Stadium, we want every fan’s experience to be as enjoyable as possible.

To support our commitment, we are recruiting a number of Fan Support Team Member positions. The successful Fan Support Team Member candidates will be there to offer a friendly face on matchdays, provide information and support us in enhancing the matchday experience for our fans at the Gtech Community Stadium.

At Brentford FC we want everyone to feel valued and included. Therefore we will do what we can to support applicants with disabilities and long-term health conditions as part of our application process. If you require any adjustments or support, please contact us on [email protected] and we will do our best to accommodate your requirements in line with the Equality Act 2010.

Main Accountabilities

• Create and promote a safe and welcoming environment for supporters at the Gtech Community Stadium.

• Assist fans arriving and leaving the stadium.

• Provide information to fans on the local area, community and transport options.

• Gather supporter feedback on matchdays and assist with comments, suggestions and complaints to improve fans’ matchday experience as part of the Fan & Community Relations team.

• Provide accessibility support for home and away fans visiting the stadium.

Support other events including Gtech Community Stadium Tours, fan events and other Brentford Football Club fixtures.

General Club Accountabilities

• Comply with all club policies, including health and safety, data regulations and other legal, ethical and social requirements.

• Build and maintain good working relationships while maintaining a professional image.

• Keep confidential any information gained regarding the Club and its personnel.

Maintain a flexible approach to work at all times.

Key Internal Relationships

Fan & Community Relations

Corporate Affairs

Commercial Operations

Venue Sales

Marketing Services

Operations

Brentford FC Community Sports Trust

Person Specification - Essential Personal Characteristics

Due to the nature of the role, we can only accept applications from those aged at least 18 years old. The ideal candidate will match the following characteristics:

• Interested in working within the football industry in a matchday environment and developing skills and experience in this role.
• Experience of providing good customer service and an interest in fan engagement.
• Good communication and interpersonal skills and confidence in dealing with people.
• Ability to deal with complaints and suggestions with empathy.
• Enthusiastic, friendly and energetic manner with a genuine desire to provide outstanding service for all fans visiting the Gtech Community Stadium.
• Good team player.
• Reliable and committed to the role, including attending required training and briefing sessions.
• Available to work a variety of hours, which will include weekends and evenings and for the majority of matchdays throughout the season.