Visitor Services Assistant

Manchester City Football Club; Manchester; On-site; GBP 19,000 - 24,000; Full time

Benefits offered by this job

Annual leave

Birthday day off

Private healthcare

Dental cover

Discretionary bonus

Health plan

GP support

Pension

Life insurance

Free parking

Meals on site

Leisure clubs

Cycle to work

Give As You Earn

Discounted match tickets

City Store savings

City+ subscription

Stadium tour discounts

Job summary

Manchester City Football Club is seeking Visitor Services Assistants to join the Medlock Square welcome desk, greeting visitors and Fans in a friendly, inclusive way and providing accurate information.

The role is full-time, on-site with variable shifts including evenings and weekends; you will support queues and wayfinding, operate booking and ticketing systems, escalate safeguarding concerns, and help deliver a safe, accessible matchday and events experience.

Qualifications

• Experience in 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 and handle visitor information responsibly.
• Calm and professional when service is busy or handling challenging enquiries.
• Confidence using basic digital systems and booking/ticketing tools.

Responsibilities

• Welcome visitors, guests and Fans and provide accurate guidance on directions, facilities, attractions, events, tickets and reservations.
• Support queues and wayfinding; complete opening, closing, handover, housekeeping and equipment checks.
• Work across service locations responding to operational requirements.
• Escalate safeguarding concerns and seek additional support when needed.
• Share feedback and recurring questions to improve visitor experience.

Skills

Customer facing

Communication

Reliability

Organised

Calm under pressure

Digital systems

Tools

Booking systems

Job description

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.

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.

• 26 days’ annual leave
• a day off for your birthday
• private healthcare
• dental cover
• an annual discretionary bonus
• a Health Cash Plan
• Employee Assistance Programme with 24/7 GP support
• a company pension and life assurance

• free on‑site parking
• complimentary breakfast and lunch
• access to a range of sports and leisure clubs

• cycle to work
• Give As You Earn
• discounted match tickets
• savings in the City Store
• a free City+ subscription
• stadium tour discounts
• wider retail and lifestyle offers

City Football Group promotes equal opportunities in employment and we positively welcome applications from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

All CFG recruitment communications originate from @cityfootball.com email addresses. If you receive communications from Gmail, Outlook.com or other personal email services claiming to represent CFG, please verify with the hiring team. Employment is subject to the provision of proof of eligibility to work in the UK.

Due to our safeguarding promise, all UK‑based CFG roles will be subject to a DBS check upon commencing employment with us. This will be either a basic, standard or enhanced check depending on the job role and responsibilities.