Welfare Support Officers

Global Sports Jobs Limited; Birmingham; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Staff benefits booklet

Job summary

Global Sports Jobs Limited is seeking Welfare Support Officers to join its Safeguarding Team across matchdays and events at Villa Park, Hednesford and the Sports Illustrated Warehouse. You will be the first point of contact for safeguarding and welfare incidents, delivering professional customer service, calm decision-making, and accurate reports to the control room.

Availability for at least 80% of Women's First Team home matches is required.

Qualifications

• Be at least 18 years old to meet safeguarding requirements.
• Experience of working at events.
• Ability to deliver professional and exceptional customer service.
• Ability to solve problems and remain calm and focused under pressure.
• Fantastic interpersonal skills with the ability to build relationships, empathise and communicate with a wide range of people.

Responsibilities

• Act as the first point of contact for safeguarding and welfare incidents within a designated location.
• Respond to safeguarding and welfare incidents, resolving them immediately wherever possible and escalating where required.
• Attend matchday and venue briefs and debriefs.
• Provide real-time, accurate updates to the control room.
• Complete thorough incident reports following each event.
• Work at Women's First Team home matches at Villa Park and Hednesford, being available for at least 80% of Women's First Team home matches, which take place across evenings and weekends.
• Work flexibly across the events schedule at Villa Park and the Sports Illustrated Warehouse, including weekdays, weekends and evenings.
• Support Men's First Team home matches where opportunities arise.
• Support and enhance the wellbeing and trust of fans and guests at Villa Park and the Sports Illustrated Warehouse.

Skills

Customer service

Interpersonal skills

Communication

Calm under pressure

Problem solving

Job description

About the Role

The Safeguarding Department is recruiting Welfare Support Officers to join its Safeguarding Team, working across matchdays and events. The role holders act as the first point of contact for safeguarding and welfare incidents within their designated location, resolving them immediately wherever possible and escalating where needed. They form a vital part of the Matchday and Venue teams, attending briefs and debriefs, providing real-time, accurate updates to the control room and completing thorough incident reports after each event. The role directly supports and enhances the wellbeing and trust of fans and guests, making a lasting impact and helping to create the best possible experiences.

Key Responsibilities

• Act as the first point of contact for any safeguarding and welfare incidents within a designated location.
• Respond to safeguarding and welfare incidents, resolving them immediately wherever possible and escalating where required.
• Attend matchday and venue briefs and debriefs.
• Provide real-time, accurate updates to the control room.
• Complete thorough incident reports following each event.
• Work at Women's First Team home matches at Villa Park and Hednesford, being available for at least 80% of Women's First Team home matches, which take place across evenings and weekends.
• Work flexibly across the events schedule at Villa Park and the Sports Illustrated Warehouse, including weekdays, weekends and evenings.
• Support Men's First Team home matches where opportunities arise.
• Support and enhance the wellbeing and trust of fans and guests at Villa Park and the Sports Illustrated Warehouse.

Required Experience & Qualifications

• Be at least 18 years old to meet safeguarding requirements.
• Experience of working at events.
• Ability to deliver professional and exceptional customer service.
• Ability to solve problems and remain calm and focused under pressure.
• Fantastic interpersonal skills with the ability to build relationships, empathise and communicate with a wide range of people.

Preferred Skills

• Experience of working in safeguarding and welfare.
• Experience of working in a similar role in events or a sporting stadium.

Workplace

• Villa Park
• Hednesford (Women's Team secondary venue)
• Sports Illustrated Warehouse (opposite Villa Park)
• Variable hours across evenings and weekends, with availability required for at least 80% of Women's First Team home matches and flexible availability across the events schedule

Benefits & Perks

• Access to a range of staff benefits, detailed in the Club's Staff Benefits booklet.