Head of Supporter Services
2 weeks ago
**ROTHERHAM UNITED FOOTBALL CLUB (RUFC) LTD**
**JOB DESCRIPTION**
**Job Title**: Head of Supporter Services
**Reporting to**: Chief Operating Officer/Commercial Director
**Based at**:Rotherham United Football club (RUFC) Ltd
**Hours of Work**:Monday to Friday 09.00 - 17.00, and non - match Saturdays 4 hours would be returned in lieu, all hours will include evening and weekend match days (25 occasions per year), matchdays beyond this returned in lieu for the hours worked.
**PURPOSEOF ROLE**
To supervise and control all ticket office activities. Maintain and seek to improve standards of performance and operation in line with the club’s procedures. Assist in creating and developing business for the club by pro-active sales activity and ensuring the highest standards of customer service. Implement EFL and club’s own supporter promotion activities aimed at increasing family and young supporter attendance. Deal with all issues and ideas raised by customers and fans.
**KEY RESPONSIBILITIES**
Be responsible for setting up all matches on the ticketing system ensuring that all prices are correct and all appropriate levels of tickets are available.
Be fully conversant with the ticketing and shop till systems and all associated procedures.
Work with the COO and Commercial Director to develop a Season Ticket initiative to cover prices, promotion and sales on an annual basis.
Deal with all customer complaints and ideas of any nature promptly and with tact, politeness and understanding in accordance with company guidelines and the customer charter. Report all complaints and ideas of merit to the Chief Operating
Officer/Commercial Director.
Control all tickets supplied to visiting clubs, ensuring that a full reconciliation is prepared following the match and funds are received from the visiting club in a timely manner.
Work with Head of Retail to ensure the match day ticket office (home and away) and shop are properly prepared and staffed to gain maximum sales.
Ensure the online ticketing function is developed to its maximum potential.
To have detailed knowledge of the Ticketing System and Access Control System suppliers (currently Advanced and HID respectively) and advise the COO and Head of Commercial of developments/issues or changes required.
Work with Head of Retail to ensure the shop and ticket office tills are reconciled on a daily basis and that all monies are passed to the accounts department for paying into the club’s account in a timely manner.
Work with Head of Retail to ensure the shop and ticket office operational and administrative standards are being upheld by regular monitoring of the facilities and staff work. Be responsible for the full and correct use of all equipment in the shop and ticket office and report any defects immediately.
Work with Head of Retail to oversee and ensure the initial and continuous training of all members of the shop and ticket office staff. Further ensure that all shop and ticket office staff adhere to the dress code and other relevant rules and procedures.
Ensure that additional staff of an appropriate level of training and quality are available for all match days as agreed with the Chief Operating Officer/Commercial Director.
Work with Head of Retail to ensure that holidays for shop and ticket office staff are taken so as not to affect the overall operation of the department and to arrange cover if required.
Ensure that telephones are answered in a prompt and efficient manner.
Have and ensure all staff have excellent knowledge of forthcoming matches and promotions. Further work closely with the Commercial Manager and Community Trust to assist in any promotional activity.
Work with the Chief Operating Officer/Commercial Director to ensure the club achieves the EFL’s Family Excellence Benchmark and any other club/EFL/FA initiatives designed to make the match day experience more enjoyable or family oriented.
Maintain and grow the ‘Junior Millers’ membership throughout each season.
Work to ensure that the club’s supporter database is accurate and up to date and that it is used to actively promote all club products.
Work to ensure match day operations run optimally and in line with targets agreed with the Chief Operating Officer/Commercial Director. This specifically include but not be limited to: o Ticket Collection and purchase services o Turnstile operations i.e. concessions
Work with the Chief Operating Officer/Commercial Director to ensure the club’s
Customer Charter is annually reviewed and amended.
Take on the responsibility of Disabled Liaison Officer for the club reporting directly to the Chief Operating Officer/Commercial Director.
Take on the responsibility of Supporter Liaison Officer for the club reporting directly to the Chief Operating Officer/Commercial Director.
To work with the COO to ensure the club meets its Fan Engagement commitments including but not limited to helping organise and attending Fans’ Forums through
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