Matchday Steward Supervisor

Millwall Football Club; Greater London; On-site; GBP 28,000 - 35,000; Full time

Job summary

A professional sports club in Greater London is seeking a Steward Supervisor to oversee a team of stewards and ensure a safe environment during events. You will be responsible for managing safety protocols, responding to issues, and providing excellent customer service. Ideal candidates should have supervisory experience and a Level 3 Certificate in Spectator Safety Supervisor. This role requires strong leadership skills, the ability to remain calm under pressure, and excellent communication abilities.

Qualifications

• Experience working in a public event environment.
• Strong leadership ability with experience supervising stewarding teams.
• Calm and confident in diffusing situations that may arise.

Responsibilities

• Attend management briefings delivered by the Safety Officer.
• Ensure that The Den Stadium is a safe environment for all spectators and staff.
• Manage the ejection of any spectator who violates the Code of Conduct.

Skills

Excellent communication skills

Leadership ability

Attention to detail

Ability to work under pressure

First Aid qualification

Education

Level 3 Certificate in Spectator Safety Supervisor

Job description

As a Steward Supervisor for Millwall Football Club you will have responsibilities for a team of stewards and your specific area of work. You will be the go-to person for stewards for any safety, security, medical, customer care requests that may occur within your stand/area of work.

This role requires you to think on your feet and be calm under pressure demonstrating a high level of security, man management, supervisory experience and customer care using a common-sense approach.

The role of a Steward Supervisor is helping to enforce the guidelines by which all attendees to the 'Den' Stadium will be protected and enjoy their customer/match day experience.

You will be answerable directly to and take direction from the Stadium Safety Officer/s within the control room.

Key Responsibilities

• Attend management briefings delivered by the Safety Officer / Deputy Safety Officer prior to briefing all other staff.
• Ensure that The Den Stadium is a safe and comfortable environment for all spectators and staff.
• Act as the point of contact for their allocated Event Support Team and ensure there is effective communication between the control room and the Event Safety team. Ensure that entrances, exits, and gangways are kept clear.
• Monitor searching of spectators on entrance to the stadium to prevent prohibited items under ground regulations and ensure Event Support Stewards within the team undertake effective searching.
• Ensure that all Stewards under supervision provide a positive and friendly welcome all spectators.
• Manage the ejection from the stadium of any spectator deemed to contravene, Millwall FC Code of Conduct, or Acts of Parliament such as the Safety of Sports Ground Act 1975.
• Ensure that any ejection or refusal to the stadium is recorded properly and signed off by the Assistant Chief Steward.
• Use minimal but reasonable force to safely restrain a spectator during the ejection or refusal process when necessary.
• Prevent pitch incursion and, if it occurs, assist in the ejection of that person and handover to the Metropolitan Police for detainment.
• Assist in the evacuation of members of the public in an emergency.
• Attend additional meetings such as the Annual Tabletop exercise or end of season debrief.
• Give a detailed briefing and clear instruction to the stand stewarding team.
• Manage your area’s related issues, incidents, problems or queries in the first instance.
• Set and maintain high standards of customer service, especially your team's performance, appearance and behaviour.
• Be responsible for the smooth operation of your stand/area of work.
• Maintain all elements of public and staff health and safety when working on site.
• Ensure that the relevant post‑match/event supervisors’ reports are made after the match.
• Respond to any emergencies and incidents including fire/intruder alarms and assist in the evacuation of the building where necessary.
• Provide support and assistance to the Stadium Safety Officer and the full stewarding team.
• Hold a Level 3 Certificate in Spectator Safety Supervisor, or be currently working towards this qualification.
• Have previous experience supervising stewarding or Event Support teams.
• Have previous experience dealing with customer service enquiries such as ticketing, catering, or general assistance at a stadium or venue.

Qualifications

• Hold a Level 3 Certificate in Spectator Safety Supervisor, or be currently working towards this qualification.
• Previous experience supervising stewarding or Event Support teams.
• Previous experience dealing with customer service enquiries at a stadium or venue.

Personal Skills

Ideal candidates will be fit, active and have the character and temperament to carry out the duties of a Matchday Steward supervisor. You will be smart appearance and will be able to work independently, showing initiative and taking responsibility.Excellent communication skills.

Experience working in a public event environment.

Ability to work unsupervised and unassisted.

Manage time well and meet deadlines.

Show good attention to detail.

Work well under pressure.

Demonstrate experience at a supervisory level.

Have strong leadership ability with experience supervising stewarding teams.

Be calm and confident in diffusing situations that may arise and dealing with potential conflict.

Be confident at speaking with customers.

Be calm under pressure and able to make important rational decisions unaided.

Have strong organisational skills and be proactive in your approach.

Must have good command of the English language.

Have excellent written and verbal communication skills.

Hold a First Aid qualification.

Be able to work well and lead a team.