Head of Supporter Services
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About The Role
ROTHERHAM UNITED FOOTBALL CLUB (RUFC) LTD
JOB DESCRIPTION
Job Title: Head of Supporter Services
Reporting to: Chief Operating Officer/Commercial Director
Based at: Rotherham United Football club (RUFC) Ltd
PURPOSE OF ROLE
To supervise and control all ticket office activities. Maintain and seek to improve standards of performance and operation in line with the club's procedures. Assist in creating and developing business for the club by pro-active sales activity and ensuring the highest standards of customer service. Implement EFL and club's own supporter promotion activities aimed at increasing family and young supporter attendance. Deal with all issues and ideas raised by customers and fans.
KEY RESPONSIBILITIES
Ø Be responsible for setting up all matches on the ticketing system ensuring that all prices are correct and all appropriate levels of tickets are available.
Ø Be fully conversant with the ticketing and shop till systems and all associated procedures.
Ø Work with the COO and Commercial Director to develop a Season Ticket initiative to cover prices, promotion and sales on an annual basis.
Ø Deal with all customer complaints and ideas of any nature promptly and with tact, politeness and understanding in accordance with company guidelines and the customer charter. Report all complaints and ideas of merit to the Chief Operating Officer/Commercial Director.
Ø Control all tickets supplied to visiting clubs, ensuring that a full reconciliation is prepared following the match and funds are received from the visiting club in a timely manner.
Ø Ensure the online ticketing function is developed to its maximum potential.
Ø To have detailed knowledge of the Ticketing System and Access Control System suppliers (currently Ticket Master and HID respectively) and advise the COO and Head of Commercial of developments/issues or changes required.
Ø Work with Head of Retail to ensure the shop and ticket office tills are reconciled on a daily basis and that all monies are passed to the accounts department for paying into the club's account in a timely manner.
Ø Be responsible for the full and correct use of all equipment in the shop and ticket office and report any defects immediately.
Ø Work with Head of Retail to oversee and ensure the initial and continuous training of all members of the shop and ticket-office staff.
Ø Ensure that telephones are answered in a prompt and efficient manner.
Ø Have and ensure all staff have excellent knowledge of forthcoming matches and promotions. Further work closely with the Commercial Manager and Community Trust to assist in any promotional activity.
Ø Work with the Chief Operating Officer/Commercial Director to ensure the club achieves the EFL's Family Excellence Benchmark and any other club/EFL/FA initiatives designed to make the match day experience more enjoyable or family oriented.
Ø Maintain and grow the 'Junior Millers' membership throughout each season.
Ø Work to ensure that the club's supporter database is accurate and up to date and that it is used to actively promote all club products.
Ø Work to ensure match day operations run optimally and in line with targets agreed with the Chief Operating Officer/Commercial Director. This specifically include but not be limited to:
o Ticket Collection and purchase services
o Turnstile operations i.e. concessions
Ø Work with the Chief Operating Officer/Commercial Director to ensure the club's Customer Charter is annually reviewed and amended.
Ø Take on the responsibility of Disabled Liaison Officer (see appendix 1 - available on request) for the club reporting directly to the Chief Operating Officer/Commercial Director.
Ø Take on the responsibility of Supporter Liaison Officer (see appendix 2 - available on request) for the club reporting directly to the Chief Operating Officer/Commercial Director.
Ø To work with the COO to ensure the club meets its Fan Engagement commitments including but not limited to ensuring a valid and achievable Fan Engagement Plan is produced and adhered to.
Ø Work with other Designated Safeguarding Officers (DSO's) and the Senior Safeguarding Manager (SSM) to deliver the Safeguarding strategy to ensure that the club is complaint with the guidelines, rules and regulations set out buy the FA and the EFL:
Ø Help identify training requirements for all staff and promote training in relation to inclusion, diversity and equality.
Ø To understand, be committed to and actively promote equality and diversity, anti-discrimination and inclusion and to respect others' values and beliefs and treats other with dignity and respect.
Ø To specifically support the COO in ensuring the club adheres to and achieves the standards set out in the EFL's E&D Code of Practice. This will include attending workshops, support in policy review and evidence gathering for audit submission.
Ø Ensure that all tasks delegated to you by the Chief Operating Officer/Commercial Director are carried out diligently and in accordance with relevant timescales.
Ø Plus any other additional duties that are required to meet the needs of the business.
About The Candidate
PERSON SPECIFICATION
You will be self-driven with a positive outlook and a clear focus on high quality and business profit. You will have a strong ticketing background and will possess good communication skills. You will be a natural forward planner who critically assesses your own performance. You will have experience in and be committed to improving the organisations Equality, Diversity and Inclusion performance with a view to achieving standards set from time to time by the FA and EFL. You will be mature, credible and comfortable in dealing with people at different levels and will maintain a high level of professionalism at all times
About The Club
DIVERSITY
Rotherham United is an equal opportunities employer and a signatory to the new FA Football Leadership Diversity Code and all members of staff will be given equal opportunities irrespective of sex, age, race, religion or belief, marriage or civil partnership, disability, sexual orientation, gender reassignment, pregnancy or maternity, ethnic or national origin. The post holder's duties must be carried out in compliance with the club's various Equality and Diversity policies and will from time be required to undertake appropriate training.
SAFEGUARDING
Rotherham United takes safeguarding very seriously and is committed to ensuring that all children and adults at risk are safeguarded at all times when engaging in Club activities or services. The club has numerous safeguarding policies and best practice guidelines to support this and expects all employees to adopt such policies and practices at all times.
This post requires a Disclosure & Barring Service (DBS) enhanced Criminal Records Check (CRC) check with a barred list check.
Proof of the right to work within the UK will be required for this role
Please complete application form
If you wish to see our Candidate Privacy Notice please visit: https://www.themillers.co.uk/club/club-policies/