Our Values are simply the things that are most important to us and will be demonstrated through the way in which we behave in achieving our business objectives. Our people are at the centre of the delivery of our Club Values.
Reporting to the Supporter Relations Manager, the role is to ensure that the Club’s supporter relations department is more pro-active in its approach to fan engagement and the resolution of issues. Bringing knowledge of customer service, the candidate will also be fully competent in their knowledge of all areas of the digital space. The person will ensure that Fulham’s relationship with its supporters across all channels is proactive and at the forefront.
Responsibilities include but are not limited to:
- Be the first point of contact for fans and general enquiries regarding the Club
- Assist the Head of Supporter Services and Disability Access Officer in their duties as required
- Assist the above in ensuring complaints are dealt with in a satisfactory manner
- Work closely with the Ticket Office, EDI and Safety teams to respond to fan enquiries
- Liaising with visiting clubs, collating pre-match information for fans, both home and away
- Attending meetings with various fan groups
- Assist drafting written communications on Club and supporter matters
- Assist drafting written communications for Club website and match day programme
- Assist in writing and updating fan information, including Access Statements, supporter charter and Fan Guides
- Help deliver match day activations, including Celebration Day, Unite for Access
- Provide support for the wider communications department as required
- Attend inter departmental meetings as required
Representing the Club at PL meetings, conferences and other industry events as required
- Support non match day supporter events like Christmas at the Cottage and Picnic on the Pitch
Essential Skills
- High level of customer service via email, phone and in-person
- Confidence with Microsoft Office products, including Outlook and Word
- High writing proficiency
- Excellent communication skills
Preferred Skills
- Knowledge of Ticketing system (can be trained)
- Ability to work match days
SAFEGUARDING
Fulham Football Club acknowledges that everyone has a responsibility for the wellbeing and safety of children, young people and adults at risk who are under the Club’s care or utilising the Club’s facilities.
As part of Fulham Football Club’s commitment to providing a safe environment for children and adults at risk the Club requires all staff in child, young person and ‘adult at risk’ facing roles:
• To be clear about the clubs responsibilities when running activities for these groups;
• Will have read and understood the suite of safeguarding policies including safeguarding children policy, adults at risk
policy, anti-bullying policy, whistleblowing and equality policy;
• Understand and promote staff and players code of conduct;
• Will understand how to refer a concern;
• To be consistent role models;
• To complete the Fulham safer Working Practice Workshop as part of induction and the FA Safeguarding Children
workshop; and
• To monitor repeated incidents of poor behaviour and liaise with their DSO or Head of Safeguarding.
EQUALITY, DIVERSITY & INCLUSION
We are committed to supporting an environment where all staff have a personal responsibility to uphold the Club’s Equal Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, players, prospective players and customers fairly and impartially
