Visitor Services Assistant

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

Benefits offered by this job

26 days annual leave

Private healthcare

Dental cover

Discretionary bonus

Health Cash Plan

24/7 GP support (EAP)

Job summary

Manchester City is seeking several Visitor Services Assistants to join the on-site Medlock Square team. You will welcome visitors and Fans, provide directions and information, and support event operations.

The role requires flexible hours including evenings, weekends and matchdays, and a strong commitment to inclusive service. As part of a friendly, professional team, you will help manage queues, assist with wayfinding, and ensure safe and accessible experiences for all visitors across campus

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 and handle visitor information responsibly.
• Ability to stay calm and professional when service is busy or handling challenging enquiries.
• Confidence using basic digital systems, or willingness to learn booking/ticketing/service tools.

Responsibilities

• Welcome visitors, guests and Fans in a friendly, inclusive way and provide accurate guidance on directions, facilities and events.
• Support queues, wayfinding, opening/closing and equipment checks; use booking and service systems accurately.
• Work across visitor service locations to respond to operational requirements and follow briefing procedures.
• Escalate safeguarding concerns or incidents to Supervisors and partner teams as needed.

Skills

Customer-facing

Hospitality

Communication skills

Reliability

Digital systems

Tools

Booking systems

Ticketing 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.

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.

Equal Opportunities

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.

We will screen all applicants and select candidates whose skills and experience seem to meet our needs. We will carefully consider your application during the initial screening and will contact you only if you are selected for an interview. If you require reasonable adjustments or any support throughout the process, please contact [e-mail] and we will be happy to help.

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.