Casual Matchday Staff Retail amp Venue Optimisation

Job Title:Casual Matchday Staff (Retail & Venue Optimisation)

Department:Venue Optimisation & Retail

Reporting:Venue Optimisation Special Projects Lead & Retail Store Manager

Location:Bees Superstore & Gtech Community Stadium

Salary:16.92 per hour

Closing Date: 13 August 2024

Regulated Role: No


Brentford FC is a bit different to other Premier League football clubs. We put our fans first we are a true community club and while we are financially sustainable we are not afraid to take calculated risks. We take huge pride in our environment and culture within the Club which focuses on development inclusion and not being afraid to think differently.

Being progressive humble and respectful while sticking together as one team across the Club guides how we work and the decisions we make each day.

We also firmly believe that a diverse workforce is a better workforce which will help us develop ideas solve problems and ultimately grow Brentford FC.

We play in a brandnew stadium 15 minutes from Heathrow in vibrant west London.

We will never forget where we have come from but we are excited about the future that lies ahead.

Come join us.

Inclusion Statement

Brentford FC is an organisation which values and is passionate about diversity and inclusivity. Whilst our recruitment decisions are always based on merit and suitability we welcome and encourage applications from qualified candidates including those from underrepresented groups such as those from ethnically diverse backgrounds women those from the LGBTQ community and those with disabilities.

Safeguarding Statement

Brentford FC is committed to equality the safeguarding and welfare of all children and adults at risk. This responsibility is shared by all staff and volunteers at the club safeguarding is everyones responsibility. Staff will be required to undertake regular safeguarding training to enable and reinforce a proactive approach to safeguarding. This role requires the post holder to apply all relevant policies and uphold the clubs commitment to safeguarding vulnerable people to ensure a safe environment for all. This includes the timely reporting of any safeguarding concern to the safeguarding team. We remind those barred from regulated activity that it is an offence to apply for such positions.

Please note that where appropriate for the role you will be required to complete additional background checks such as Disclosure and Barring Service (DBS) checks and police checks for any time you have lived or worked outside of the UK in the last 10 years. You can find out more about this at

Please also note that a CV application will not be sufficient. Applications will not be considered where the application form has not been completed in full.

If the role you are applying for involves regulated activity and you have been shortlisted for a first stage interview you will be asked to fill out a Declaration of Offences Form.

The role of the Match Day Casual:

We are looking for Casual Match Day staff who are presentable reliable and have a passion for delivering exceptional service to our customers. The role will involve providing excellent customer service both face to face and over the telephone as well as dealing with customers queries and enquiries in a friendly and professional manner.

The main duties of the role will be to sell match day tickets and the Clubs merchandise deal with general ticketing and retail queries as well as ticket collections. You will be the face of the Club on matchdays and will be tasked with giving our supporters the best level of service.

Main Accountabilities:

• Support the Venue Optimisation and Retail departments on match days.

• Working on match days at the Gtech Community Stadium and Wheatsheaf Park.

• Deliver industryleading customer service.

• Building professional relationships with colleagues and fans.

• Understand who our customers are.

• Understand the different needs and priorities of our fans and the best way to manage their expectations.

• Familiarise yourself with the Clubs core values and how they link to the service culture.

• Learn how to use systems equipment and technology to meet the needs of our customers.

• Establish how to create a customer focused experience and appropriate response and why building trust with a fan is important.

General Club Accountabilities

• To ensure compliance with all relevant Club policies including safeguarding health and safety policies and with specific reference to the data regulations (GDPR and PECR)
• To ensure compliance with the Clubs Code of Conduct.
• To ensure compliance with all relevant legal regulatory ethical and social requirements
• To build and maintain good working relationships both internally and externally maintaining a professional image at all times when representing Brentford FC
• To keep confidential any information gained regarding the Club and its personnel
• To maintain a flexible approach to work at all times
• To ensure compliance with all Matchday Safeguarding processes and the Clubs Safeguarding Policy and processes
• To ensure compliance with the Clubs Safeguarding Policy and processes.
• To promote and support positive mental health and wellbeing throughout the Club both on and off the field.
• To promote equity diversity and inclusion at the Club in line with our EDI strategy

Person Specification

• Good communication skills with the ability to engage with customers and colleagues.

• Confident and outgoing personality.

• Effective selling skills.

• Ability to manage own time effectively.

• Flexible and willing to take on adhoc tasks.

• Previous retail and ticketing experience would be great but is not essential as full training will be given.

• Always maintain a flexible approach to work.

• May be required to work till late during an event.