Head of Supporter Services

5 days ago

Rotherham, Rotherham, United Kingdom Rotherham United Football Club Full time

Job Title: Head of Supporter Services

Job Summary:

We are seeking a highly skilled and experienced individual to join our team as Head of Supporter Services. The successful candidate will be responsible for supervising and controlling all ticket office activities, maintaining and improving standards of performance and operation in line with the club's procedures.

Key Responsibilities:

  • Supervise and control all ticket office activities
  • Maintain and 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
  • 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
  • Ensure the online ticketing function is developed to its maximum potential
  • Have detailed knowledge of the Ticketing System and Access Control System suppliers (currently Ticket Master 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
  • 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
  • Ensure that telephones are answered in a prompt and efficient manner
  • Have and ensure all staff have excellent knowledge of forthcoming matches and promotions
  • 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
  • Ensure the club's supporter database is accurate and up to date and that it is used to actively promote all club products
  • Ensure match day operations run optimally and in line with targets agreed with the Chief Operating Officer/Commercial Director, including but not limited to: Ticket Collection and purchase services
  • 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
  • Help identify training requirements for all staff and promote training in relation to inclusion, diversity and equality
  • Understand, be committed to and actively promote equality and diversity, anti-discrimination and inclusion and to respect others' values and beliefs and treat others with dignity and respect
  • Support the COO in ensuring the club adheres to and achieves the standards set out in the EFL's E&D Code of Practice, including attending workshops, supporting in policy review and evidence gathering for audit submission
  • Ensure that all tasks delegated to you by the Chief Operating Officer/Commercial Director are carried out diligently and in accordance with relevant timescales

About Us:

Rotherham United Football Club is an equal opportunities employer and a signatory to the FA Football Leadership Diversity Code. We are committed to ensuring that all children and adults at risk are safeguarded at all times when engaging in Club activities or services.

What We Offer:

  • Additional leave
  • Company pension
  • Free parking

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