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Job listing closed on 29 Jun 2024
20 Jun 2024

Venue Optimisation Executive (Apprenticeship)

🇬🇧 Brentford, UK
0+ years exp.
£18,000 per year

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

Brentford FC is an organisation which values and is passionate about diversity and inclusivity. 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. Should you require any workplace accommodations (also known as ‘reasonable adjustments), you will have the opportunity to let us know at the appropriate points in the hiring process.

Safeguarding Statement

Brentford FC is committed to equality, 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. We remind those barred from regulated activity that it is an offence to apply for such positions.

Please note that where appropriate for the role, you may be required to complete additional background checks such as Disclosure and Barring Service (DBS) check and this will include any time living or working outside of the UK in the last 10 years. You can find out more about this at

Please also note that a CV application will not be sufficient. Applications will not be considered where the application form has not been completed in full.

If the role you are applying for involves regulated activity and you have been shortlisted for a first stage interview, you will be asked to fill out a Declaration of Offences Form.

The role of the Venue Optimisation Executive (Apprentice)

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

This apprenticeship programme has been designed to provide the appropriate candidate with practical hands-on work experience and valuable skills and knowledge within the Venue Optimisation department which can equip you with the skills needed to start your career in the field. This is a vital role at Brentford FC – we aim to have the best customer service and satisfaction in the Premier League, and we are committed to continuing to invest in this area over the coming seasons.

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.

The role will require a blend of face to face, telephone, and email engagement with our wide fan base, with the emphasis on delivering industry-leading customer service. This role is flexible and can be done hybrid occasionally.

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)