Venue Receptionist

Location

Chelsea, Greater London | United Kingdom

Job description

Job Description

Description

JOB TITLE:  Venue Receptionist 

DEPARTMENT:  Ticketing & Supporter Liaison 

JOB FUNCTION: Meet and greet all visitors across the club’s venue receptions, and to ensure all supporter enquiries are answered accurately, professionally and in a timely manner, including telephone and email enquiries 

LOCATION:  Stamford Bridge 

CONTRACT:  Permanent, 35 hours any 5 of 7 

Main Responsibilities:

• Adhere to departmental policies and procedures  
• Data entry to be precise at all time 
• Show excellent supporter service skills and professionalism  
• Meet and greet all visitors, clients and personnel who enter Main and Millennium Reception, in a professional and friendly manner 
• Answer all enquiries received via telephone, email, in person or by post in an efficient and professional manner 
• Respond to all enquiries in a prompt and professional manner to a high standard, along with directing correspondences and liaising with the relevant personnel/department when required 
• Ensure visitors are completing the signing in process, and then directing them to the relevant floor and room for their event 
• Ensure that all marketing materials are kept up to date in the reception areas, and the receptions are kept organised and clean 
• Help specific departments with ad hoc tasks when required 
• To assist the Disability & Supporters Club, Ticket Office and Supporter Services teams as and when required. 
• To work matchdays on a rota basis 

Our Expectations:

• To demonstrate and live by the club’s values; Here to Win, Be Brave, Do the Right Thing, Play Your Part, Many Teams, One Club and Proud to Be Chelsea
• To adhere to the club’s policies and procedures, including Health & Safety, Financial Authorisation, Confidentiality and GDPR.
• To act as an ambassador for diversity, equality, and inclusion, and demonstrate a positive commitment by treating others fairly in line with our Equality, Diversity & Inclusion Policy and reporting any acts of discrimination through appropriate channels
• To create a safe environment and act to protect all young people and vulnerable adults that are either in your care or attending club premises, and report any concerns to the Safeguarding Lead
• To report any misconduct or suspected misconduct to the HR Department

Measures of Performance:

• Data entry to be precise and have excellent attention to detail
• Maintain excellent supporter satisfaction
• Excellent supporter service skills over telephone, on email and in person
• Organised with an ability to prioritise workload
• Excellent time keeping
• Well-groomed and presented
• Due to the nature of the business confidentiality always
• Follow departmental policies across the business

Person Specification:

Experience:

• Proven experience in a front of house reception position
• At least six months experience within a supporter handling role
• Clear understanding of the business and able to adapt to new roles and requirements
• Experience in actively listening to understand supporter concerns and how best to respond to them
• An awareness of matters of equality and inclusion

Skills and Behaviours:

• Willing to travel overseas when required
• Experience of equality and inclusion issues
• Excellent written and oral communication skills
• Excellent telephone manner when speaking and interacting with supporters
• Excellent organisational skills with an ability to prioritise work loads
• Excellent supporter service skills in written, oral and face to face situations
• Flexibility to work shifts and match days
• A can-do attitude to both routine and ad hoc work loads
• Excellent time keeping
• Experience in Microsoft Office and data entry
• Proactive and has the ability to take a hands-on approach when necessary
• Able to work under pressure whilst maintaining professionalism and good humour
• Understands the needs of confidentiality

What We Offer:

• Our commitment to Equality, Diversity and Inclusion: 

At Chelsea we recognise that the diversity of our people is one of our greatest strengths and we are taking positive action to ensure our existing colleagues and job applicants can fully be themselves and bring their own unique experiences and perspectives to Chelsea FC. This means giving full and fair consideration to all applicants regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.?  

If you need reasonable adjustments made to the recruitment process, please reach out to your recruiter, who will be able to advise and support you.

Chelsea FC is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.

This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the Club.

Description

Location – Stamford Bridge

Hours – Full-Time, Fixed Term Contract – Maternity Cover + Full-Time, Permanent (35 hours, any 5 of 7 days per week)

About Us:

As a member of the Chelsea team you will become part of a long and proud history in the heart of iconic west London, which dates back to the club’s founding in 1905. Since that time the club has won every major domestic and international trophy, being crowned English, European and world champions in the process.

Chelsea are a club which proudly strives to be the best in everything we do, on and off the pitch, as shown by the further success of our Women’s and Academy sides, as well as the excellent work in the community undertaken by the Chelsea Foundation, while engaging with our many supporters from a wide range of backgrounds at home in the UK and around the world.

If you’re motivated and want to help us win more trophies, you’ve got a place here at Chelsea!

About the Team:

Head of Ticketing and Support Liaison Graham Smith heads the department, and also oversees the Supporter services and Reception Teams.

The Ticket office is also home to the Disability and the Supporters’ clubs team, who deal with all ticketing enquiries and processes specific to this area.

What We’re Looking For:

A candidate to meet and greet all visitors across the club’s venue receptions, and to ensure all supporter enquiries are answered accurately, professionally and in a timely manner via telephone, email enquiries, in-person or by post. Visitors are to be assisted with our signing in and out procedure and given direction to their desired location. You will be required to ensure all marketing materials are to be kept up to date in the public areas and ensure data entry is precise at all times. At times, there may be occasional assistance of other departments tasks, including Disability & Supporters Club, Ticket Office, and Supporter Services on an as and when required basis.

Must Haves/qualified by demonstratable experience to the level required:

• Be flexible to work shifts and match days as per a set rota.
• Previous experience in a customer service, receptionist or administration position.
• Excellent knowledge of Microsoft Office.

Nice to Haves:

• Experience of Equality and Inclusion issues.
• Excellent written and oral communication skills.
• Excellent organisational skills, with the ability to priorities workload.

What We Offer:

Our commitment to Equality, Diversity and Inclusion: 

At Chelsea we recognise that the diversity of our people is one of our greatest strengths and we are taking positive action to ensure our existing colleagues and job applicants can fully be themselves and bring their own unique experiences and perspectives to Chelsea FC. This means giving full and fair consideration to all applicants regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.? 

If you need reasonable adjustments made to the recruitment process, please reach out to your recruiter, who will be able to advise and support you. 

Chelsea FC and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups).  We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.

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Salary