Matchday Customer Services Assistant - Matchday Customer Services Assistant

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Posted: 24/07/2019 13:58
Start Date: Not Available
Salary: £8.27 per hour plus 12.07% holiday pay
Location: American Express Community Stadium, Brighton
Level: Not Applicable
Deadline: 01/09/2019 23:59
Hours: Home games (usually 19 per season)
Benefits: Club Pension Scheme (depending on eligibility) | Club discounts & offers
Job Type: Worker Agreement

Role Title: Matchday Supporter Services Assistant
Employer: Brighton & Hove Albion FC
Contract type: Worker agreement
Hours: Home games (usually 19 home games each season plus cup games and friendlies)
Location: Brighton, The American Express Community Stadium
Salary: £9.27 per hour (£8.27 an hour plus 12.07% holiday pay)
Club Pension Scheme (depending on eligibility) | Club discounts & offers
Closing date for applications: 1st September 2019 @ 23:59:59

Matchday Supporter Services Assistant

If you are offered an assignment of work as a Matchday Supporter Services Assistant, your role for the assignment will encompass the following duties.

Roles and responsibilities

  1. To process bookings by telephone, in person and online for all club commercial products including tickets, tours, parking, travel, membership, vouchers, mascots etc.
  2. To deal with general enquiries from customers relating to match day and ticketing.
  3. To process ticket collections.
  4. To be proactive in selling all club commercial products through cross selling, upselling and out calling.
  5. To ensure customer information is correctly captured on the ticketing system.
  6. To assist with general supporter queries regarding: Direct debits, group bookings, all ticketing, membership, tours, E-cash, disabled liaison, travel, parties, mascots.
  7. To handle complaints and queries from customers and the general public by email, telephone, and in person, with a solutions driven approach.
  8. To carry out general administration.
  9. To assist with research and marketing activities including contacting supporters with offers or to conduct surveys.
  10. Any other duties as needed within reason.

General duties and accountabilities

  • To support Brighton & Hove Albion FC and AITC in their aims and objectives at all times.
  • To ensure compliance with all relevant club policies, including health and safety policies.
  • To ensure compliance with all relevant legal, regulatory, ethical and social requirements.
  • To keep confidential any information gained regarding the charity, club and its personnel.
  • To represent Brighton & Hove Albion Football Club and AITC in a professional manner.
  • To maintain a flexible approach to work at all times.
  • To undertake other duties and responsibilities as required from time to time.

General Expecations

  • To uphold and live our Team Brighton Values; Treat people well, Exceed Expectations, Aim high (never give up) and Make it special.
  • To be a champion of equality and diversity in the workplace and treat all staff, customers, sponsors, clients and applicants with fairness, dignity and respect.
  • To report incidents of any form of discrimination through the correct channels.
  • To promote best practice in safeguarding and create an environment that is safe for children young people and vulnerable adults.
  • To report safeguarding concerns through the correct channels.
  • To ensure that any safeguarding training and certificates are kept up to date.

This role description is not to be regarded as exclusive or exhaustive.  It is intended as an outline indication of the areas of activity and will be amended in light of the changing needs of Brighton & Hove Albion FC. 

Qualifications & Experience


  • Experience of working in a customer service environment
  • Cash handling experience
  • Experience of working in a sales environment
  • Excellent communication skills to include an excellent telephone manner and empathy skills
  • Accurate data entry skills
  • Competent level of numeracy and literacy
  • Microsoft office skills – Word, Excel and Outlook
  • Confident, positive, friendly, helpful and cheerful persona
  • Meticulous attention to detail
  • Reliable and committed
  • Ability to work calmly under pressure
  • Ability to work unsupervised
  • A genuine team player


  • Experience of using a computer ticket booking system
  • An interest in football

Applicants must provide an accurate account of their professional skills and experience in the form of a C.V, and proof of eligibility to work in the United Kingdom.

Equality Statement

Brighton & Hove Albion Football Club and Albion in the Community are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnership.

Safeguarding Statement

Brighton & Hove Albion Football Club and Albion in the Community are fully committed to safeguarding and promoting the welfare of children, young people and adults at risk and expect all staff and volunteers to share this commitment.

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