Quality Assurance - Casual

  • Tottenham Hotspur Football & Athletic Co Ltd
  • London, UK
  • 13 Sep, 2022
Casual Customer Service Premier League Stadia & Operations

Job Description

Job Summary

 

Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London, with a global following of millions.

Led by the late great Bill Nicholson, the Club became the first in England to win the League and FA Cup Double in 1961, and the first in the UK to win a European Trophy two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.

In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.

The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.

Tottenham Hotspur has:

  • A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad.
  • A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent.
  • Commercial partnerships with globally recognised brands including AIA Group Limited (AIA), one of the world's leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company
  • A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040
  • An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health and social inclusion programmes

JOB PURPOSE

The club is seeking a variety of staff to join the Quality Assurance team to maintain a world class event day experience in our new stadium on matchdays and event days. The newest team in the stadium supports the overall matchday delivery by checking-in with staff and observing how they are interacting with our fans and guests. The Quality Assurance team are Role Models within the stadium setting the example for The Clubs standards and values. This is a high-impact, hands-on role speaking and liaising with all matchday stakeholders to create an unforgettable service for our fans and guests.

Key Responsibilities

 

  • Support the Venue, Culture Service and Performance Manager to deliver a world-class guest experience on matchday and non-matchday events.
  • Ensure service standards are being met and delivered by the matchday teams through observations and knowledge quizzes.
  • Provide constructive feedback to matchday staff about their performance and presentation.
  • Available to service our guests and assist during their event experience with us.
  • Give a warm welcome to guests and ensuring guests expectations are met through delivering a superior quality of service.
  • Support the Quality Assurance team with enhanced knowhow about Customer Service.
  • Be the face of Tottenham Hotspur Football Club by being available to answer guest questions and providing accurate information.
  • Support with accessibility when required.
  • Other numerous responsibilities which involve the set up and breakdown of an event which may include manual handling tasks.

Personal Attributes

 

  • Thinks ahead, generates innovative ideas
  • Values & respects others, builds relationships, collaborates
  • Gets things done, delivers to highest of standards, takes responsibility
  • Highly organised, and self-motivated
  • Personable and approachable
  • Thinks on their feet and is proactive
  • Thrives on working as a team
  • You are an ambitious person, and you recognise the importance of what we are trying to achieve, long term.
  • A cheerful and confident disposition and good sense of humour
  • Able to work under pressure while maintaining standards and positive attitude
  • You’re resourceful, you know how to find, solve, answer questions and how to reach people.
  • You are a people person, easy to talk to and happy to explain
  • Exceptional attention to detail
  • Thinks ahead, generates ideas
  • An empathetic and caring approach

Skills & Experience

 

  • Excellent and proven face-to-face customer service skills
  • Polite and well-spoken
  • Strong interpersonal skills
  • We welcome anyone who has an interest in Learning &Development (Desirable) and/or has a Teaching background (Desirable),
  •  This is a high-impact, hands-on role speaking and liaising with all matchday stakeholders to create an unforgettable experience for our fans and guests

 

Closing: 30 Sep 2022