Venue Optimisation Executive

1 week ago

Brentford, United Kingdom Brentford Football Club Full time

**Job Title: Venue Optimisation Executive (Apprenticeship)**

**Duration of Contract: 18 months (Fixed Term)**

**Department: Venue Optimisation**

**Reporting: Venue Optimisation Team Leader**

**Location: 27GWR & Gtech Community Stadium**

**Salary: £18,000 per annum**

**Closing Date: 28 June 2024**

**Regulated Role: No**

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 in a brand-new stadium, 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**

**Safeguarding Statement**

**The role of the Venue Optimisation Executive (Apprentice)**

We are seeking a Venue Optimisation Executive (Apprentice) to join our dynamic team.

The Venue optimisation Executive will be jointly responsible for delivering stadium venue optimisation primarily across our ticketing function, to include sales and retention across season tickets, memberships, match tickets and group tickets. The core role is to deliver high quality products and services to the fans of the club, these may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance, and support. Your actions will influence the customers’ experience and their satisfaction with the club. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. You will be capable of providing a service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.

**Main Accountabilities**
- Support the team leaders with a go-to-market sales strategy
- Deliver industry-leading customer service
- Working on match days in the box office and traveling to other sites when required
- Recording and reporting on day-to-day tasks
- Building professional relationships with colleagues and fans
- Understand who our customers are
- Understand the different needs and priorities of our fans and the best way to manage their expectations
- Familiarise yourself with the clubs core values and how they link to the service culture
- Learn how to use systems, equipment, and technology to meet the needs of our customers
- Establish how to create a customer focused experience and appropriate response and why building trust with a fan is important

**General Club Accountabilities**
- To comply with all club policies, including health and safety, data regulations and other legal, ethical, and social requirements.
- To build and maintain good working relationships while maintaining a professional image.
- To keep confidential any information gained regarding the Club and its personnel.
- To always maintain a flexible approach to work.
- Ensure compliance with the club’s Code of Conduct.
- Comply with the Club’s Safeguarding Policy and processes.
- To promote equity, diversity and inclusion at the Club, in line with our EDI strategy
- To promote and support positive mental health and wellbeing throughout the Club both on and off the field.

**Key Internal Relationships**
- Operations
- Premium Services
- Marketing Services

**Person Specification - Essential Criteria**
- Maths and English GCSE grade A-C or equivalent
- Good time management and interpersonal skills
- A growth mindset and passion for learning
- Able and willing to work flexible hours, including evenings and weekends
- Good written and verbal skills
- Willingness to learn MS office products, ticketing systems, Salesforce and 8x8

**Training and Qualification**

After completing the apprenticeship, you will gain the following:
Customer Service Practitioner (Level 2) accredited by MBKB (Apprenticeship Provider)

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