Visitor Services Supervisor

Global Sports Jobs Limited; Manchester; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

26 days annual leave

Private healthcare

Annual discretionary bonus

Health Cash Plan

Employee Assistance Programme with 24/

Company pension

Free on-site parking

Complimentary breakfast and lunch

Sports and leisure clubs access

Cycle to work scheme

Give As You Earn

Discounted match tickets

Job summary

Medlock Square is looking for a Visitor Services Supervisor to provide visible shift leadership and coordinate frontline delivery across an extended opening pattern. The role is fully on-site, 37.5 hours per week, with early, evening, weekend and event work required to support a growing destination.

You will work with the Visitor Services Manager and Assistants to ensure consistent standards, assist with tickets and campus information, and handle escalations with a focus on welcoming and

Qualifications

• Experience in customer service, guest services, hospitality, visitor attraction, sport, entertainment or similar public-facing environment.
• Experience coordinating or supervising colleagues during shifts or busy periods.
• Clear communication, organisation and practical problem-solving skills.
• Ability to make sound decisions and stay calm when busy or priorities change.
• Commitment to inclusive, accessible, high-quality visitor service.
• Ability to use digital systems and follow procedures accurately.

Responsibilities

• Provide visible shift leadership across designated service points and welcome areas, including during matchday and stadium events.
• Ensure colleagues, equipment, information and service areas are ready for service.
• Coordinate deployment in response to demand, queues, events and priorities with the Visitor Services Manager.
• Set professional, welcoming and inclusive interaction standards with visitors, guests and Fans.
• Answer enquiries about tickets, reservations, directions, attractions, events and campus information.
• Act as the first operational escalation point for complaints or service disruption.
• Support safe and orderly visitor movement and record significant incidents with follow-up actions.
• Brief and support Visitors Services Assistants with updates and on-the-job development.
• Complete operational checklists and handovers and contribute to debriefs for improvements.

Skills

Customer service

Shift coordination

Communication

Problem solving

Decision making

Accessibility

Digital systems

Job description

About the Role

The Visitor Services Supervisor provides visible shift leadership within the new Visitor Services team at Medlock Square, helping to coordinate frontline delivery across an extended opening pattern. Three Supervisors are being recruited to support visitors, guests and Fans with a welcoming, accessible and well‑organised experience. The role works 37.5 hours per week on a fully on‑site basis, with early, evening, weekend and event working required as part of the operating pattern. Supervisors work alongside the Visitor Services Manager and Visitor Services Assistants to provide coverage across shifts, maintain consistent standards and respond to the changing needs of a growing destination. It is a supportive shift leadership role rather than a formal line‑management position.

Key Responsibilities

• Provide visible shift leadership across designated service points and welcome areas at Medlock Square, including during designated matchday and major stadium event activity.
• Ensure colleagues, equipment, information and service areas are ready for service.
• Work with the Visitor Services Manager to coordinate deployment in response to demand, queues, events and operational priorities.
• Set the standard for professional, welcoming and inclusive interactions with visitors, guests and Fans.
• Support enquiries about tickets, reservations, directions, attractions, events and campus information.
• Act as the first operational escalation point for complaints, service disruption and complex visitor needs.
• Help maintain safe and orderly visitor movement, support reasonable adjustments, and record significant incidents and follow‑up actions clearly.
• Brief and support Visitor Services Assistants through operational updates, practical guidance, in‑the‑moment feedback and on‑the‑job development.
• Complete operational checklists and handovers, and contribute to debriefs and improvements that make service delivery more efficient, accessible and satisfying.

Required Experience & Qualifications

• Experience in customer service, guest services, hospitality, visitor attraction, sport, entertainment or another public‑facing operational environment.
• Experience coordinating or supervising colleagues during shifts or busy operating periods.
• Clear communication, organisation and practical problem‑solving skills.
• Ability to make sound decisions and remain calm and professional when the service is busy or priorities change.
• Commitment to inclusive, accessible and high‑quality visitor service.
• Ability to use digital systems and follow operational procedures accurately.
• Employment is subject to the provision of proof of eligibility to work in the UK.
• All UK‑based roles are subject to a DBS check upon commencing employment, at basic, standard or enhanced level depending on the job role and responsibilities.

Workplace

• Fully on‑site role.
• 37.5 hours per week, with early, evening, weekend and event working required as part of the operating pattern.

Benefits & Perks

• 26 days' annual leave plus a day off for your birthday.
• Private healthcare and dental cover.
• Annual discretionary bonus.
• Health Cash Plan.
• Employee Assistance Programme with 24/7 GP support.
• Company pension and life assurance.
• Free on‑site parking for Manchester‑based employees.
• Complimentary breakfast and lunch.
• Access to a range of sports and leisure clubs.
• Cycle to work scheme.
• Give As You Earn.
• Discounted match tickets.