Reporting to: Head of Supporter Services and Head of Retail
Based at: Red and White Shop, AESSEAL New York Stadium, Rotherham, S60 1AH.
Purpose of the Role: To support the line managers in all shop and ticket office activities in particular through improving and developing business for the club by pro-active sales activity and ensuring the highest standards of customer service.
Working pattern: 31 hours.
The role requires working all Saturdays and then various hours during the week on an rota basis, (days, evenings and weekends).
Job Duties will include but not be limited to:
- Filling in for senior managers (Head of Retail and Head of Supporter Services) during their absences
- Coordinate the day-to-day operations of both departments
- Ensuring company guidelines are followed
- Maintaining H&S procedures, ensuring a clean and tidy store / stockroom
- Provide training for retail / ticketing employees, where necessary.
- Delegating tasks to retail / ticketing employees, where appropriate.
- Supervise, leading and motivating employees including managing lunch breaks ensuring sufficient cover is on the shop floor at all times.
- Take lead on the management of customer complaints (in person, phone, emails) and resolving their issues.
- Assisting in ensuring stock counts are completed in a timely manner
- Assist in ensuring the timely and comprehensive delivery of ticketing strategy.
- Become fully conversant with all aspects of the ticketing system.
- Become fully conversant with all aspects of the retail EPOS system.
- Setting a standard in Customer Service and work ethic in line with club Ethos.
Person specification:
Essesntial:
- An understanding of the football fans customer journey in both retail and ticketing settings.
- Experience managing employees
- Experience in working within a fast paced environment
- Experience training new starters
- An understanding of safeguarding and its applications to this role
- An understanding of Equality, Diversity and Inclusion and its applications to this role
Desirable:
- Experience with using specialist back office systems either EPOS or ticketing, ideally, but not critical.
- Interest in working in the sports industry
- Experience working in a sports or sports themed organisation
Diversity
Rotherham United Football Club is a diverse organisation that values difference and recognises that people with different backgrounds, skills, attitudes and experiences bring fresh ideas and perceptions. We are committed to providing equality of opportunity and anti-discriminatory practice for all players, officials, staff, supporters, members of the community, partners and other stakeholders according to their individual needs. Discrimination on the grounds of sex, age, race, religion or belief, marriage or civil partnership, disability, sexual orientation, gender reassignment, pregnancy or maternity, ethnic or national origin or political belief has no place within the club. Rotherham United is committed to providing each employee, potential employee, customer and service-users equality of opportunity across all areas of the club’s operation. Rotherham United will ensure that equality practices are integral to every process and create an inclusive and positive environment for all.
Rotherham United is an equal opportunities employer and all applicants for employment will be given equal opportunities irrespective of race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin. In line with EFL/FA policy RUFC welcomes applications from candidates of BAME backgrounds and our interview process will encompass the BAME/FA Diversity regulations.
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. Identified positions within the Club may be subject to receipt of an acceptable Disclosure and Barring Service check, in line with the clubs safeguarding policies as well as any other condition stipulated by law from time to time.
The club adheres to strict guidelines, policies and procedures when recruiting staff who work with children and/or adults at risk and is committed to ensuring staff receive appropriate safeguarding training suitable to their role/s. Successful applicants are expected to share the club’s approach to safeguarding at all times. Interviewees are required to bring proof of ID to the first interview (valid passport OR birth certificate and NI card) along with proof of right to work I the UK (if applicable). ID documents must be original, photocopies will not be accepted. Outlined above is the specific compliance requirements for the role and the employment offer is subject to all employment checks being completed. We may also view social media sites of any potential employee.
Proof of the right to work within the UK will be required for this role.
If you wish to see our Candidate Privacy Notice please visit: https://www.themillers.co.uk/club/club-policies
