Visitor Services Lead — On‑Site & Event Days

City Football Group; Manchester; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

26 days annual leave

Private healthcare

Annual discretionary bonus

Company pension

Job summary

City Football Group in Manchester is seeking three Visitor Services Supervisors to provide visible shift leadership at Medlock Square, supporting visitors and Fans with a welcoming and accessible experience.

You will coordinate deployment of staff across shifts, manage inquiries about tickets and campus information, and act as the first operational escalation point for issues. This on-site role requires flexibility for early, evening, weekend and event work.

Qualifications

• Experience in customer service, guest services, hospitality or a public-facing operational environment.
• Experience coordinating or supervising colleagues during shifts or busy periods.
• Clear communication, organization and practical problem-solving skills.
• Ability to make sound decisions and stay calm when the service is busy or priorities change.

Responsibilities

• Provide visible shift leadership across designated service points and welcome areas at Medlock Square.
• Coordinate deployment of staff in response to demand, queues and events.
• Answer enquiries about tickets, reservations, directions and campus information.
• Maintain safe and orderly visitor movement and support reasonable adjustments.
• Brief and support Visitor Services Assistants with updates and on-the-job development.
• Complete operational checklists and handovers with the Manager.

Skills

Customer service

Staff supervision

Communication

Problem solving

Digital systems

Inclusive service

Job description

City Football Group in Manchester is seeking three Visitor Services Supervisors to provide visible shift leadership at Medlock Square, supporting visitors and Fans with a welcoming and accessible experience.

You will coordinate deployment of staff across shifts, manage inquiries about tickets and campus information, and act as the first operational escalation point for issues. This on-site role requires flexibility for early, evening, weekend and event work.