Visitor Services Supervisor

Manchester City; Manchester; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

26 days' annual leave

Private healthcare

Dental cover

Health Cash Plan

Employee Assistance Programme

Pension and life assurance

On-site parking

Breakfast and lunch on-site

Cycle to work

Job summary

Manchester City is recruiting three Visitor Services Supervisors to provide visible shift leadership at Medlock Square, coordinating frontline delivery for visitors, guests and Fans. The role is fully on-site, 37.5 hours per week, with early, evening, weekend and event shifts as part of the pattern.

You will support the Visitor Services Manager, brief Assistants, and help maintain welcoming, accessible and well-organised experiences across stadium events and campus visits.

Qualifications

• Experience in customer service, guest services, hospitality or other public-facing environments.
• Experience coordinating or supervising colleagues during shifts.
• Clear communication and practical problem-solving skills.
• Ability to stay calm and professional when busy or priorities shift.
• Commitment to inclusive, accessible visitor service.
• Ability to use digital systems and follow procedures accurately.

Responsibilities

• Provide visible shift leadership across service points and welcome areas at Medlock Square.
• Coordinate deployment of staff in response to demand, queues and events.
• Act as first escalation point for complaints or disruptions and support safe visitor movement.

Skills

Customer service

Supervision

Communication

Problem-solving

Inclusive service

Digital systems

Job description

Based in Manchester, this full-time, permanent role will provide visible shift leadership within the new Visitor Services team at Medlock Square. We are recruiting three Visitor Services Supervisors to help coordinate frontline delivery across an extended opening pattern, supporting visitors, guests and Fans with a welcoming, accessible and well-organised experience. Working 37.5 hours per week, 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 three Supervisors will work alongside the Visitor Services Manager and Assistants to provide coverage across shifts, support consistent standards and help the team respond to the changing needs of a growing destination.

The Role

As a Visitor Services Supervisor, you will provide visible shift leadership across designated service points and welcome areas at Medlock Square and during designated matchday and major stadium event activity. You will help ensure colleagues, equipment, information and service areas are ready, and work with the Visitor Services Manager to coordinate deployment in response to demand, queues, events and operational priorities.

You will set the standard for professional, welcoming and inclusive interactions, support enquiries about tickets, reservations, directions, attractions, events and campus information, and act as the first operational escalation point for complaints, service disruption and complex visitor needs. You will help maintain safe and orderly visitor movement, support reasonable adjustments, and record significant incidents and follow-up actions clearly.

You will brief and support Visitor Services Assistants through operational updates, practical guidance, in-the-moment feedback and on-the-job development. This is a supportive shift leadership role rather than a formal line-management position: you will work closely with the Manager and partner teams, complete operational checklists and handovers, and contribute to debriefs and improvements that make service delivery more efficient, accessible and satisfying.

What You'll Bring

• 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, organization 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.

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.