Casual Matchday Staff (Retail & Venue Optimisation)

Brentford Football Club; Brentford; On-site; GBP 20,000 - 30,000; Part time

Job summary

Join a vibrant community club as Casual Matchday Staff, where your role is pivotal in delivering exceptional service on match days. You'll engage with fans, sell tickets, and ensure a memorable experience for all attendees. This dynamic position offers a chance to be part of a team that values diversity, inclusion, and a shared commitment to excellence. With flexible hours and the opportunity to work in a lively environment, this role is perfect for those who thrive in customer-facing situations and want to contribute to the club's mission of putting fans first. Come and be a part of something special!

Qualifications

• Strong communication and customer engagement skills are essential.
• Previous retail experience is a plus but not mandatory.

Responsibilities

• Provide exceptional customer service on match days.
• Sell match day tickets and merchandise.
• Manage customer queries professionally.

Skills

Good communication skills

Effective selling skills

Customer engagement

Time management

Flexible approach

Job description

Job Title:Casual Matchday Staff (Retail & Venue Optimisation)

Department:Retail

Reporting:Retail Leadership Team

Location:Brentford Store, Brentford Stadium and Other

Closing Date: 19 May 2025

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. Whilst our recruitment decisions are always based on merit and suitability, 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 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 will be required to complete additional background checks such as Disclosure and Barring Service (DBS) checks and police checks for any time you have lived or worked outside of the UK in the last 10 years. You can find out more about this at https://www.gov.uk/dbs-check-applicant-criminal-record

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 theCasual Matchday Staff (Retail & Venue Optimisation)

We are looking for Casual Match Day staff who are presentable, reliable and have a passion for delivering exceptional service to our customers. The role will involve providing excellent customer service both face to face and over the telephone, as well as dealing with customers queries and enquiries in a friendly and professional manner.

The main duties of the role will be to sell match day tickets and the Club’s merchandise, deal with general ticketing and retail queries as well as ticket collections. You will be the face of the Club on matchdays and will be tasked with giving our supporters the best level of service.

Main Accountabilities

• Support the Venue Optimisation and Retail departments on match days
• Working on match days at the Gtech Community Stadium and Wheatsheaf Park
• Deliver industry-leading customer service
• 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 Club’s 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 ensure compliance with all relevant Club policies, including safeguarding, health and safety policies and with specific reference to the data regulations (GDPR and PECR)
• To ensure compliance with the Club’s Code of Conduct
• To ensure compliance with all relevant legal, regulatory, ethical and social requirements
• To build and maintain good working relationships both internally and externally, maintaining a professional image at all times when representing Brentford FC
• To keep confidential any information gained regarding the Club and its personnel
• To maintain a flexible approach to work at all times
• To ensure compliance with all Matchday Safeguarding processes
• To ensure compliance with the Club’s Safeguarding Policy and processes
• To promote and support positive mental health and wellbeing throughout the Club both on and off the field
• To promote equity, diversity and inclusion at the Club, in line with our EDI strategy

Person Specification - Essential Characteristics

• Good communication skills with the ability to engage with customers and colleagues.
• Confident and outgoing personality.
• Effective selling skills.
• Ability to manage own time effectively.
• Flexible and willing to take on ad-hoc tasks
• Previous retail and ticketing experience would be great but is not essential as full training will be given.
• Always maintain a flexible approach to work.
• May be required to work till late during an event.

Person Specification – Desirable Characteristics

• Previous retail and Ticketing experience would be great but is not essential as full training will be provided.

Key Information

• This is a casual role so please note that we are unable to guarantee hours, all hours are based on performance.
• You will be required to work all events; this may include weekdays and weekends.