JOB TITLE: Venue Receptionist

DEPARTMENT: Ticketing & Supporter Liaison

JOB FUNCTION: Meet and greet all visitors across the club’s venue receptions, and to ensure all supporter enquiries are answered accurately, professionally and in a timely manner, including telephone and email enquiries

LOCATION: Stamford Bridge

CONTRACT: Permanent, 35 hours any 5 of 7

PLAY YOUR PART (Main Responsibilities):

Adhere to departmental policies and procedures
Data entry to be precise at all time
Show excellent supporter service skills and professionalism
Meet and greet all visitors, clients and personnel who enter Main and Millennium Reception, in a professional and friendly manner
Answer all enquiries received via telephone, email, in person or by post in an efficient and professional manner
Respond to all enquiries in a prompt and professional manner to a high standard, along with directing correspondences and liaising with the relevant personnel/department when required
Ensure visitors are completing the signing in process, and then directing them to the relevant floor and room for their event
Ensure that all marketing materials are kept up to date in the reception areas, and the receptions are kept organised and clean
Help specific departments with ad hoc tasks when required
To assist the Disability & Supporters Club, Ticket Office and Supporter Services teams as and when required.
To work matchdays on a rota basis

DO THE RIGHT THING (Our Expectations):

To demonstrate and live by the club’s values; Here to Win, Be Brave, Do the Right Thing, Play Your Part, Many Teams, One Club and Proud to Be Chelsea
To adhere to the club’s policies and procedures, including Health & Safety, Financial Authorisation, Confidentiality and GDPR.
To act as an ambassador for diversity, equality, and inclusion, and demonstrate a positive commitment by treating others fairly in line with our Equality, Diversity & Inclusion Policy and reporting any acts of discrimination through appropriate channels
To create a safe environment and act to protect all young people and vulnerable adults that are either in your care or attending club premises, and report any concerns to the Safeguarding Lead
To report any misconduct or suspected misconduct to the HR Department

HERE TO WIN (Measures of Performance):

Data entry to be precise and have excellent attention to detail
Maintain excellent supporter satisfaction
Excellent supporter service skills over telephone, on email and in person
Organised with an ability to prioritise workload
Excellent time keeping
Well-groomed and presented
Due to the nature of the business confidentiality always
Follow departmental policies across the business

PROUD TO BE CHELSEA (Person Specification):

Experience:

Proven experience in a front of house reception position
At least six months experience within a supporter handling role
Clear understanding of the business and able to adapt to new roles and requirements
Experience in actively listening to understand supporter concerns and how best to respond to them
An awareness of matters of equality and inclusion

Skills and Behaviours:

Willing to travel overseas when required
Experience of equality and inclusion issues
Excellent written and oral communication skills
Excellent telephone manner when speaking and interacting with supporters
Excellent organisational skills with an ability to prioritise work loads
Excellent supporter service skills in written, oral and face to face situations
Flexibility to work shifts and match days
A can-do attitude to both routine and ad hoc work loads
Excellent time keeping
Experience in Microsoft Office and data entry
Proactive and has the ability to take a hands-on approach when necessary
Able to work under pressure whilst maintaining professionalism and good humour
Understands the needs of confidentiality

Chelsea FC and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.

This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the Club.