Duty Operations Manager

Tottenham Hotspur Football Club; Enfield; On-site; GBP 26,000 - 34,000; Full time

Job summary

Tottenham Hotspur Football Club is seeking an operations-focused professional to lead and assist with the Training Centre and The Lodge activities. You will support high standards of service, manage guest experiences, and coordinate events while liaising with senior stakeholders.

Role requires IT literacy, customer-facing background, and a proactive, discreet approach to safeguarding and operations at the site in Enfield.

Qualifications

• Experience in sport, hospitality, event or operational environment.
• Experience in a customer-facing environment.
• Experience dealing or liaising with senior management, guests, and stakeholders.
• Experience / Qualification in Health and Safety, such as IOSH or willingness to work towards it.
• Driving license

Responsibilities

• Work with the TC OPS department to ensure the highest standards of service are maintained at the Training Centre and The Lodge, as well as maximum guest satisfaction and the smooth running of all activities
• Act as a primary point of contact for Lodge enquiries, Training Centre events and operational delivery
• Apply innovative thinking and contribute to optimising the smart operations of the department.
• Manage tours and show visits, the booking of additional events and activities and other ad-hoc requests from initiation and planning, through implementation and closing down
• Regularly provide Lodge and Operational evening and weekend cover as well as timely and factual handovers
• Provide excellent customer service to guests and stakeholders, including showcasing the site’s best physical assets to guests and prospective stakeholders
• Proactively assist with logistical requirements, transportation of guests and equipment
• Take prompt action to effectively resolve and report issues, while maintaining optimum discretion and using a confidential approach to dealing with sensitive matters
• Build positive relationships with colleagues, guests, internal and external stakeholders through effective communication and a positive approach

Skills

Customer service

Event coordination

Stakeholder management

Education

Health and Safety awareness

Tools

Microsoft Office

Job description

Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the Premier League and Women’s Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that’s always dared to push boundaries, breaking new ground and rewriting history.

We are at our brightest when we’re all together. Our club, our teams, our community. We are entering a new era at Tottenham with a new club strategy, new leadership, and a focus on putting our fans at the heart of everything we do as we continue to strengthen our connection with our DNA, our home, and each other.

We’re at our brightest when we’re all together. Our Club, our teams, our community.

Role Purpose

• To effectively lead and assist on the operational tasks, events and stakeholder/guest experiences at the Training Centre and The Lodge
• To contribute to the highest standards of operational services with focus on business efficiency, smart operations, customer and stakeholder satisfaction
• To perform the job role in compliance with H&S, Club and departmental objectives and policies

Key Responsibilities

• Work with the TC OPS department to ensure the highest standards of service are maintained at the Training Centre and The Lodge, as well as maximum guest satisfaction and the smooth running of all activities
• Act as a primary point of contact for Lodge enquiries, Training Centre events and operational delivery
• Apply innovative thinking and contribute to optimising the smart operations of the department.
• Manage tours and show visits, the booking of additional events and activities and other ad-hoc requests from initiation and planning, through implementation and closing down
• Regularly provide Lodge and Operational evening and weekend cover as well as timely and factual handovers
• Provide excellent customer service to guests and stakeholders, including showcasing the site’s best physical assets to guests and prospective stakeholders
• Proactively assist with logistical requirements, transportation of guests and equipment
• Take prompt action to effectively resolve and report issues, while maintaining optimum discretion and using a confidential approach to dealing with sensitive matters
• Build positive relationships with colleagues, guests, internal and external stakeholders through effective communication and a positive approach

Safeguarding Responsibilities

• Have a duty to safeguard and promote the welfare of children and young people
• Act in accordance with the organisation’s safeguarding policies and procedures at all times
• Be alert to signs of abuse, neglect, or safeguarding concerns and report these appropriately
• Maintain professional boundaries and act as a positive role model when working with or around children
• Attend safeguarding training as required and keep knowledge up to date

Person Specification

Qualifications / Training

• Experience in a sport, hospitality, event or operational environment
• Experience in a customer-facing environment
• Experience dealing or liaising with senior management, guests, and stakeholders
• Experience / Qualification in Health and Safety, such as IOSH or willingness to work towards it
• Driving license

Skills & Experience

• IT literate, with excellent knowledge of Microsoft office
• Excellent communication and organisational skills

Personal Attributes

• Delivery and task completion oriented
• High attention to detail
• Thinks ahead and takes initiative
• Diligent and relentless in pursuance of targets
• Values & respects others, builds relationships, collaborates
• Gets things done, takes pride and responsibility
• Smart and professional
• Committed to the highest level of customer service
• Team player who will work alongside their colleagues
• Positive and solution orientated
• Discreet and trustworthy

Safeguarding & Recruitment Statement

Safeguarding is fundamental to the success in all that we do. The Club follows a Safer Recruitment process for all roles. Successful candidates are to be reminded they would be subject to proportionate background, DBS and reference checks as required for this role.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.

Reasonable Adjustments

We are committed to providing an inclusive and accessible recruitment process and will make reasonable adjustments at any stage of the application or interview process to support candidates with disabilities or specific needs. Please let us know if you require any adjustments so that we can ensure you have a fair and positive experience.

Please note that we reserve the right to close this vacancy early should we receive a high volume of applications or due to business needs, so early applications are encouraged.