Visitor Services Assistant

Manchester City FC; Manchester; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

26 days annual leave

Birthday day off

Private healthcare

Dental cover

Annual discretionary bonus

Health Cash Plan

Employee Assistance Programme

Company pension

Free on-site parking

Complimentary breakfast and lunch

Job summary

Manchester City FC in Manchester is hiring Visitor Services Assistants to staff the Medlock Square welcome desk and other service points. You will greet visitors, guests and Fans, offering directions, information and ticketing guidance while maintaining smooth service operations.

The role is on-site, full-time, 37.5 hours per week with some evenings, weekends and event shifts. Part-time patterns may be considered to meet coverage requirements.

Qualifications

• Experience in a customer-facing, hospitality, retail, visitor attraction, sport, entertainment or service environment.
• Friendly, helpful and inclusive approach to visitors and colleagues.
• Clear verbal communication skills, with the ability to listen and explain information simply.
• Reliable and organised, with the ability to follow procedures accurately and handle visitor information responsibly.
• Ability to remain calm and professional when service is busy or handling challenging enquiries.
• Confidence using basic digital systems, or willingness to learn booking, ticketing and service tools.

Responsibilities

• Welcome visitors, guests and Fans in a friendly and inclusive way; provide accurate guidance on directions, facilities, attractions, events, tickets and reservations.
• Support queues and wayfinding; complete opening, closing, handover, housekeeping and equipment checks; use booking and service systems accurately.
• Work across visitor service locations as required; stay up to date through briefings and procedures.
• Escalate enquiries, complaints, incidents or safeguarding concerns appropriately; collaborate with Supervisors and partner teams to improve visitor experience.

Skills

Customer-facing experience

Friendly & inclusive approach

Clear verbal communication

Organised & reliable

Calm under pressure

Digital systems familiarity

Tools

Booking systems

Job description

Location: Manchester, GB

Full Time / Part Time: Full Time

Contract Type: Permanent

Based in Manchester, this full-time, permanent role is part of a new visitor services team supporting the welcome desk at Medlock Square.

We are recruiting four full-time-equivalent Visitor Services Assistants, with part-time working patterns considered where the required operational coverage can be met.

Working 37.5 hours per week, you will welcome visitors, guests and Fans, provide helpful information and support, and help create a positive, accessible experience across the campus and designated matchday and major stadium event activity.

This is a fully on-site role, with early, evening, weekend and event working required as part of the operating pattern.

Who We Are

Manchester City is a football club rooted in East Manchester, with a story that began in 1880 and continues to grow today. Built on resilience, belief and togetherness, success on the pitch is driven by the moments and memories shared with millions of Fans around the world.

City is known for its bravery, its determination to the very end and its strong connection to where we come from.

With Mancunian roots and a global outlook, we are shaped by our Fans and driven by a long‑term vision, from developing future talent to supporting the communities we call home. Together, we are creating the next chapter, the City way.

Within Visitor Services, we are creating a welcoming point of contact at Medlock Square for people visiting the campus, City Store, stadium tours, roof walks, football fixtures and other events.

The team will work together across an extended opening pattern, helping visitors find their way, access the right information and enjoy a smooth experience from the moment they arrive.

The Role

As a Visitor Services Assistant, you will be part of the face‑to‑face team operating the Medlock Square welcome desk and other designated service points. You will welcome visitors, guests and Fans in a friendly and inclusive way, listen to what they need, and provide accurate guidance on directions, facilities, attractions, events, tickets and reservations.

You will help keep service points running smoothly by supporting queues and wayfinding, completing opening, closing, handover, housekeeping and equipment checks, and using booking, ticketing and service systems accurately. You will work across agreed visitor service locations in response to operational requirements and stay up to date through briefings, procedures and operational information.

You will contribute to a safe, comfortable and accessible visitor experience, recognising when an enquiry, complaint, incident or safeguarding concern needs additional support and escalating it appropriately. Working alongside Supervisors and partner teams, you will share feedback and recurring questions so we can keep improving the way visitors experience Medlock Square and designated event activity.

What You’ll Bring

• Experience in a customer‑facing, hospitality, retail, visitor attraction, sport, entertainment or service environment, or a genuine interest in developing in this area.
• A friendly, helpful and inclusive approach to visitors and colleagues.
• Clear verbal communication skills, with the ability to listen and explain information simply.
• Reliable and organised, with the ability to follow procedures accurately and handle visitor information responsibly.
• Ability to remain calm and professional when the service is busy or when supporting challenging enquiries.
• Confidence using basic digital systems, or willingness to learn how to use booking, ticketing and service tools.

Why Choose Us

Working at Manchester City means being supported to do your best, with the flexibility and encouragement to look after your wellbeing. We are committed to helping our people learn, grow and thrive in a culture built on collaboration, openness and hard work.

As part of our team, you will receive 26 days’ annual leave plus a day off for your birthday, private healthcare and dental cover, and an annual discretionary bonus. You will also have access to a Health Cash Plan, Employee Assistance Programme with 24/7 GP support, and a company pension and life assurance.

Manchester‑based employees also benefit from free on‑site parking, complimentary breakfast and lunch, and access to a range of sports and leisure clubs.

You can enjoy a range of additional benefits, including cycle to work, Give As You Earn, discounted match tickets, savings in the City Store, a free City+ subscription, stadium tour discounts, and wider retail and lifestyle offers.