Job Description
Local Hero Supervisor
Casual Position – Work match days and events, including weekends, evenings, and bank holidays.
Newcastle upon Tyne
Competitive Salary
Be part of something bigger. Champion our supporters - solve problems and make every interaction count.
We are the heartbeat of the city. A club with bold ambitions on a global stage and deep roots in our community. If you’re driven to raise the bar and make an impact, you’ll find the platform, the people and the pride to do your best work here
About the role
This is a fantastic opportunity to play a key role in delivering an exceptional matchday experience at St. James’ Park. As a Local Hero Supervisor, you’ll lead and support a team dedicated to providing a warm, welcoming and informative service to supporters and visitors.
What you’ll do
* Act as the main point of contact for the Local Hero team, managing queries and resolving issues on matchdays
* Supervise, coach and support team members to ensure high standards of service and performance
* Attend pre-match briefings and ensure key information is communicated effectively to the team
* Proactively welcome supporters and visitors, creating a friendly and inclusive environment
* Provide accurate information about the stadium, local area and facilities
* Direct visitors around the stadium and assist with any enquiries, ensuring a smooth matchday experience
* Monitor activity and identify supporters who may require additional assistance
* Escalate any issues, safety concerns or operational challenges where required
What we’re looking for
* A customer-focused individual with experience in a customer-facing role
* Excellent communication skills with the ability to engage a diverse audience
* Experience handling customer queries and resolving issues effectively
* A supportive team player with the ability to guide and motivate others
* Passion for Newcastle United and the local community
* Flexibility to attend home matchdays
The team
You’ll join a diverse and friendly team who come together to make matchdays special. Full training will be provided, and you’ll be supported by experienced supervisors and managers throughout.
United As One.
We’re committed to equality, diversity and inclusion and believe in equal opportunities for all. We recognise that the diversity of our people is one of our greatest strengths. We work together to reflect the communities we serve and to maintain an inclusive environment in which everyone can be their authentic self and is enabled to achieve their full potential.
Safeguarding
We’re committed to being a place where everyone is safe, heard, valued and able to thrive so we place high value on the safeguarding and welfare of everyone we engage with.
