Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London.
Led by the late great Bill Nicholson, the Club became the first in England to win the League and FA Cup Double in 1961, and the first in the UK to win a European Trophy two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.
In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts, and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.
The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.
Tottenham Hotspur has:
A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad.
A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent.
Commercial partnerships with globally-recognised brands including AIA Group Limited (AIA), one of the world's leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company.
A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040.
An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health and social inclusion programmes.
JOB PURPOSE
As Venue champion you will be responsible for enhancing the overall game-day experience for fans, providing exceptional customer service, and promoting a positive and inclusive atmosphere at the stadium. You will act as a point of contact for fans, assisting with inquiries, resolving issues, and ensuring that all fans' needs are met throughout their visit.
KEY RESPONSIBILITIES
Customer Service: Deliver exceptional customer service by greeting fans, answering questions, and providing accurate information regarding stadium facilities, seating arrangements, and various amenities.
Fan Engagement: Proactively engage with fans, offering assistance, and expressing appreciation for their continued support. Foster a sense of excitement and anticipation for each event or game, encouraging fan participation.
Crowd Management: Assist with crowd control and monitoring designated areas to ensure a safe environment for all attendees. Collaborate with stadium security personnel to prevent and address any potential incidents or disruptions.
Problem Resolution: Address and resolve fan concerns, complaints, or conflicts promptly and effectively. Act as a liaison between fans and appropriate stadium departments to ensure swift resolution of issues.
Accessibility Support: Provide assistance to fans with accessible needs, ensuring their comfort, safety, and ease of access throughout the stadium. Coordinate with accessibility services to accommodate specific needs and promote an inclusive environment for all fans.
Promotional Activities: Promote stadium events, merchandise, loyalty programs, and special offers to enhance fan engagement and foster a sense of community. Distribute promotional materials and provide information regarding upcoming events.
Feedback Collection: Solicit feedback from fans to assess their satisfaction levels and identify areas for improvement. Create and maintain a positive rapport with fans to encourage open communication and constructive dialogue.
Game-Day Operations: Assist in various game-day operations, including ticket scanning, parking assistance, ushering, and other duties as assigned.
Training and Knowledge: Stay updated on stadium policies, event information, safety procedures, and modifications to effectively communicate accurate information to fans.
Team Collaboration: Collaborate with fellow colleagues, stadium staff, and departments to ensure a coordinated effort to deliver exceptional customer service and create an enjoyable fan experience.
PERSON SPECIFICATION
Thinks ahead, generates innovative ideas
Values & respects others, builds relationships, collaborates
Gets things done, delivers to highest of standards, takes responsibility
Excellent communication skills, both verbal and written
Strong interpersonal skills with the ability to work well in a team environment.
Patience and the ability to handle challenging situations with a calm and positive demeanour.
Genuine passion for sports and creating memorable experiences for fans.
Flexibility to work evenings, weekends, and holidays as required for game or event schedules
SKILLS & EXPERIENCE
A level qualification or equivalent (additional education is a plus)
Proven experience in customer service or hospitality industry
Knowledge of stadium facilities, seating arrangements, and game-day operations
Basic computer skills to navigate ticketing systems or other relevant software. Physical stamina to stand, walk, and assist fans for extended periods during game days
Safeguarding is fundamental to the success in all that we do. Whilst this role does not require a DBS check, successful candidates are to be reminded that we may review the role and the requirements at a later date which could result in standard background and DBS checks.
Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, or ethnic and national origins, religion or belief, or sexual orientation.
