Disability Liaison Officer

Cpfc Limited; Greater London; Hybride; GBP 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

Complimentary match day ticket

Discount schemes

Travel season ticket loan

Health & wellbeing benefits

Résumé du poste

Crystal Palace Football Club is recruiting a Disability Liaison Officer to ensure accessible matchday and non-matchday experiences for disabled supporters, staff, and visitors. You will work with the Head of Supporter Services to promote inclusivity and coordinate reasonable adjustments across all club sites.

You will rely on knowledge of disability legislation and best practices, maintaining strong relationships with advocacy groups and internal teams to drive continuous improvements in access

Qualifications

• Experience in customer service, supporter relations, or community engagement with underrepresented or vulnerable groups.
• Knowledge of accessibility issues and guidance for service providers in stadia.
• Understanding of the Equality Act 2010 and disability rights and reasonable adjustments.

Responsabilités

• Reporting directly to the Head of Supporter Services and Disability Access Officer overseeing disability affairs.
• Understanding disability legislation and the club's obligation to provide an inclusive stadium and club premises.
• Keeping up to date with current legislation including the Equality Act 2010, accessible stadia guidance, and best practices.
• Identifying customer grievances related to disability and escalating them to the Head of Supporter Services and Disability Access Officer.
• Serving as the liaison between Crystal Palace FC, disabled visitors and staff to address access needs.
• Maintaining a DLO inbox and responding to inquiries from disabled supporters and their representatives.
• Providing cover for Receptionist during breaks or absences to maintain front-of-house operations.
• Completing pre-match spot checks around the ground to ensure safety for disabled supporters.

Connaissances

Customer service

Accessibility knowledge

Equality Act 2010

Calm under pressure

Team player

Patience

Description du poste

Job Location: Selhurst Park Stadium, SE25 6PU

Contract Type: Full-time

Who we are:

We are Crystal Palace Football Club, a Premier League Football Club with more than 160 years of proud history. Spread across three different sites - brand new main offices at Selhurst Park Stadium, our London office, and our Training Ground/Academy, we offer the best atmosphere and culture for our fans and our employees.

We strive for excellence in the workplace with a philosophy of high standards, professionalism, and a strong work ethic from our employees. We are constantly trying to grow, diversify and build with not only our team on the pitch, but also our team in the offices and on the ground.

About this role:

The Disability Liaison Officer (DLO) serves as the primary point of contact for disabled supporters, staff, and visitors, ensuring that their access needs are met across all areas of the Club. Reporting to the Head of Supporter Services and Disability Access Officer, the DLO is responsible for promoting inclusivity, monitoring accessibility provisions, and supporting the Club’s compliance with relevant legislation. The role plays a key part in developing positive relationships with disabled individuals and advocacy groups, coordinating reasonable adjustments, and contributing to continuous improvements in access and inclusion.

Responsibilities:

• Reporting directly to the Head of Supporter Services and Disability Access Officer overseeing disability affairs.
• Possessing a clear and concise understanding of disability legislation and the club's obligation to provide an inclusive stadium and club premises (e.g., accessible amenities and services for disabled spectators, visitors, staff, and players) on both match and non-match days.
• Keeping up to date with current legislation, including the Equality Act 2010, accessible stadia guidance (e.g., CAFE and UEFA Access for All, and UK Accessible Stadia), recent legislation, and best practice recommendations.
• Identifying customer grievances or incidents related to disability and escalating them to the Head of Supporter Services and Disability Access Officer.
• Serving as the primary liaison between Crystal Palace FC, its disabled visitors, customers, and fans to ensure their access needs are addressed.
• Maintain a customer feedback log to help identify common issues, service gaps, or trends for continuous improvement and respond when appropriate in relations to disability supporters.
• Recommending enhancements to the Club's amenities and services for accessibility.
• Collaborating with other Club Disability Liaison Officers and external entities (such as Level Playing Field and other disability organisations) to encourage the exchange of effective solutions.
• Acting as a liaison among CPFC’s Disabled Supporters Association, the Club, and its disabled customers.
• Facilitating the establishment of user-led consultations and ongoing dialogue between disabled individuals and the Club.
• Work closely with ticketing, facilities, and matchday operations teams to coordinate accessible seating, parking, and entry arrangements for disabled fans.
• Monitor and manage the DLO inbox, responding to enquiries and requests from disabled supporters and their representatives in a timely and supportive manner.
• Provide cover for the Receptionist during breaks, holidays, or unexpected absences to maintain seamless front-of-house operations when required.
• Completing pre-match spot checks around the ground to ensure it is safe to our disabled supporters and report any concerns to the Head of Supporter Services and Disability Access Officer.

Matchdays responsibilities:

• Be the main point of contact for the Club’s disabled supporters.
• Resolve any issues that occur in relation to disabled supporters on a matchday.
• Distribute any pre-arranged ticket collections to disabled supporters.
• Make sure all GiveVision and audio descriptive commentary headsets are in good working order and distribute them to our fans and troubleshoot any issues that may arise.
• Supervise the nominated supporter services member on the day.
• Other duties and responsibilities as required by line manager.
• Upholding and promoting the Club’s policies and procedures, including Health and Safety, Safeguarding and Equal Opportunities policies and procedures.

Experience, Skills and Qualifications:

• Experience in customer service, supporter relations, or community engagement, particularly involving underrepresented or vulnerable groups.
• Knowledge of accessibility issues and guidance for service providers such as knowledge of accessible Stadia regulations.
• Understanding of the Equality Act 2010, especially regarding disability rights and reasonable adjustments.
• Ability to remain calm and solution-focused in high-pressure or emotionally sensitive situations (e.g. matchday access issues) Customer Service orientated.
• A team player.
• Patient and easy to work with.

Benefits:

• Complimentary match day ticket.
• Reward and Discount Scheme through our Tech Scheme and Simple Health app.
• Health and Wellbeing benefit scheme.
• 20% Discount in our Retail Stores.
• Discounts in various gyms through GymFlex.
• Volunteering Day - 1 Workday off to support a charity of your choice.
• Travel Season Ticket loan.
• Holiday allowance: 25 Days.

Our commitment to Equality

At Crystal Palace Football Club, Equality, Diversity & Inclusion is spirited and continues to grow due to the working environment, which makes all staff feel appreciated and welcomed. Crystal Palace Football Club do this by encouraging good relations and practices towards different groups and are committed to promoting employment opportunities that celebrate diversity.

We are committed to attracting, recruiting, and retaining the most talented candidates and the club intends to ensure that everyone who wishes to engage with the club, whether as matchday fans, staff, players, board members, participants in Foundation programmes and any other person engaged with the club's activities, has a real and equal opportunity to do so.

Reasonable Adjustment

We are proud to be a Disability Confident Employer. We guarantee an interview to all disabled applicants who meet the essential criteria for the role, ensuring equitable opportunities for everyone.

If you require disability-related adjustments during the recruitment process, please contact [e-mail] (DLO inbox is for disability-related queries only, if you wish to gain further information regarding this vacancy, please contact [e-mail]). We are here to help you through the whole recruitment process including trying to apply for a vacancy, getting in touch with us through the process, and/or helping with access in case you are required to come in for an interview.

Safeguarding

Crystal Palace Football Club is committed to safeguarding and ensuring the welfare and protection of children and vulnerable people and expects all staff to share this commitment. As such, the post holder will be required to undergo any relevant security checks, including a comprehensive background check, Enhanced Disclosure and Barring Service (DBS) to ensure the safety and protection of children and vulnerable individuals.