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VACANCY | Supporter Liaison Officer / Disability Liaison Officer

16 July 2019

Burnley Football Club are currently recruiting for a Supporter Liaison Officer & Disability Liaison Officer.

Burnley Football Club are currently recruiting for a Supporter Liaison Officer & Disability Liaison Officer.

The successful candidate will be primarily based at Turf Moor and be the first point of contact to all supporters requiring one to one contact with the club. This includes all home matchdays and selected club events throughout the year.

If you feel you would be a suitable candidate please read the Job Description below for details of role and application process.

JOB DESCRIPTION

Supporter Liaison Officer/Disability Liaison Officer

Salary

£20,000 per annum

Contract

Permanent

Deadline

Friday 26th July 2019

Reports to

Marketing Operations Manager and Stadium Operations Manager

Job Purpose

Primarily based at Turf Moor, you will be highly visible and accessible as the first point of contact to all supporters requiring personal contact with the club. This includes all home matchdays and selected club events throughout the year.

You will be tasked with creating and maintaining a highly efficient communication plan with supporters’ groups and supporters in general, working closely with the ticket office, media & comms, marketing, community, and facilities departments.

Your role will also require you to attend training through Premier League SLO & DLO meetings and other bodies, to ensure the club is up to date on all necessary requirements and guidelines.

You will be a key figure in ensuring all supporters have the best possible experience as a supporter of Burnley Football Club.

Key Roles

  • Be the first point of contact for any supporter issues, queries and complaints, through the club’s numerous communications channels.
  • Liaise with department heads to ensure any supporter issues are resolved
  • Support the disability access officer (Facilities & Stadium manager) with stadium related projects including but not limited to Turf Moor’s accessible stands
  • Liaise with all supporters and supporters’ groups on a proactive basis
  • Maintain and make improvements to the club’s numerous supporters guides, including but not limited to, first time fan, how to purchase, build up to matchday, and general club FAQ’s.
  • Have an understanding of, and keep up to date with, disability legislation and the club’s duty in providing an accessible stadium for all.
  • Provide support and guidance on ticketing, matchday, accessibility ticketing, and provision of personal assistant tickets
  • Work on communication relating to disabled supporters such as FAQs and access guides, hearing loops and match commentary
  • Liaise with other DLOs & SLOs and external organisations to share best practice
  • Create & maintain a database of disabled supporters so they are easily contacted
  • Communicate with supporters via numerous different forms including face to face, over the phone, email, and various social media channels
  • Introduce an access requirement form for disabled supporters so that safety and access requirements are continuously monitored and considered
  • Support with and ensure that all front facing staff at the club are disability awareness trained
  • Be a liaison on match day to further help supporters with wayfinding and any possible enquiries and issues.
  • Be a key member of the club’s Equality and Diversity working group.
  • Report on the Premier League Visit football visits, creating reports for key stakeholders at the club

Qualifications & Experience – Essential

  • Working knowledge of Microsoft Office
  • Previous experience in a customer service/customer facing role

Qualifications & Experience – Desirable

  • Educated to degree level or equivalent
  • Understanding of Burnley and geographical area
  • Experience or understanding of Burnley Football Club and its history
  • Knowledge of football club rules and regulations
  • Knowledge of initiatives and campaigns relating to supporter/fan engagement
  • Experience working in a football or sports-based organisation
  • Experience working with disabled and accessibility facilities

Skills and Abilities

  • Confident communicator, able to build and sustain relationships
  • Excellent oral and written skills
  • Ability to work under own initiative and part of a team
  • IT skills including Microsoft Office
  • Ability to manage time and prioritise workload effectively to fit in with club demands.
  • Ability to thrive under pressure
  • Forward planning and ability to think ‘out of the box’.

Personal Qualities

  • Highly confident and outgoing
  • Passion for customer service and resolving issues
  • Motivated with a determination to succeed
  • Approachable and enthusiastic
  • Excellent networking skills
  • Committed to equality, diversity, equal opportunities and accessibility

Additional responsibilities:
Members of staff at Burnley Football Club are expected to work all home matchdays, may be requested to work additional hours at club-based events, and to assist other club departments when necessary.

To Apply: Download the applciation form HERE and either email it to n.taylor@burnleyfc.com or post it to: 

Job Applications
FAO: Nick Taylor
Burnley Football Club
Turf Moor
Harry Potts Way
Burnley
BB10 4BX

Deadline for Application is Friday 26th July 2019.

Successful applicants will be contacted on week commencing 5th August for interview.

Unfortunately we cannot reply to those applicants who have not been requested for interview.


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