Matchday Steward Supervisor

Role Summary:

As a Steward Supervisor for Millwall Football Club you will have responsibilities for a team of stewards and your specific area of work. You will be the go-to person for stewards for any safety, security, medical, customer care requests that may occur within your stand/area of work.

This role requires you to think on your feet and be calm under pressure demonstrating a high level of security, man management, supervisory experience and customer care using a common-sense approach.

The role of a Steward Supervisor is helping to enforce the guidelines by which all attendees to the ‘Den’ Stadium will be protected and enjoy their customer/ match day experience.

You will be answerable directly to and take direction from the Stadium Safety Officer/s within the control room.

Key Responsibilities:

The role includes, but is not limited to:

·         Attend management briefings delivered by the Safety Officer/Deputy Safety Officer prior to briefing all other staff.

·         Ensure that The ‘Den’ Stadium is a safe and comfortable environment for all spectators and staff

·         Act as the point of contact for their allocated Event Support Team and ensure there is effective communication between the control room and the Event Safety team. Ensure that entrances, exits, and gangways are kept clear.

·         To monitor searching of spectators on entrance to the stadium in order to prevent prohibited items under the ground regulations being brought into the stadium and ensure Event Support Stewards within their team are undertaking effective searching.

·         To ensure that all Stewards under their supervision are providing a positive and friendly welcome to all spectators. 

·         Manage the ejection from the stadium of any spectator deemed to contravene the Ground Regulations, Millwall FC Code of Conduct, or Acts of Parliament such as the Safety of Sports Ground Act 1975 etc.

·         To ensure that any ejection or refusal to the stadium is recorded properly and signed off by the Assistant Chief Steward.

·         If necessary, to use minimal but reasonable force to safely restrain a spectator during the ejection or refusal process.

·         To prevent pitch incursion and if a pitch incursion has occurred, then to assist in the ejection of that person and the handover to the Metropolitan Police for detainment.

·         In an emergency to assist in the evacuation of members of the public.

·         As a supervisor to attend any additional meetings such as the Annual Tabletop exercise or end of season debrief.

·         To give a detailed briefing and clear instruction to the stand stewarding team.

·         Manage your areas related issues, incidents, problems or queries in the first instance.

·         Set and maintain high standards of customer service, especially your teams performance, appearance and behaviour.

·         Be responsible for the smooth operation of your stand /area of work

·         Maintaining all elements of public and staff Health and safety when working on site.

·         To ensure that the relevant post-match / event Supervisors reports are made Post match.

·         Respond accordingly to any emergencies and incidents including fire / intruder alarms and assisting in the evacuation of the building If / where necessary.

·         Provide necessary support and assistance to the Stadium Safety Officer and the full stewarding team.

Essential Requirements:

·         Qualified with a Level 3 Certificate in Spectator Safety Supervisor, or currently working towards this qualification.

·          Previous experience supervising stewarding or Event Support teams.

·          Previous experience dealing with customer service enquiries in issues such as ticketing/catering/general assistance at a stadium or venue.

Personal Skills:

Ideal candidates will be fit, active and have the character and temperament to carry out the duties of a Matchday Steward supervisor. You will be smart appearance and will be able to work independently, showing initiative and taking responsibility.

·         Excellent communication skills.

·         Experience working in a Public Event Environment necessary.

·         Ability to work unsupervised and unassisted. 

·         Able to manage time well and meet deadlines.

·         Show good attention detail.

·         Work well under pressure

·         Demonstrate experience at a Supervisory level.

·         Have strong leadership ability with experience in supervising stewarding teams.

·         Be Calm and Confident in diffusing situations that may arise and/ or dealing with potential                        conflict.

·         Be Confident at speaking with customers.

·         Be Calm under pressure and able to make important rational decisions unaided.

·         Have Strong organisational skills, being proactive in your approach.

·         Must have good command of English Language.

·         Have Excellent written & verbal communication skills.

·         Hold a First Aid qualification.

·         To be able to work well and lead a team.

Hours of work:

This position is on a Zero Hour contract and work is offered at all our home games and other events at the stadium and across our other sites.

To apply, please complete the application form and send with your CV and covering letter to recruit@millwallfc.co.uk

Application Form Link: www.millwallfc.co.uk/club/currentvacancies/new-page-16

Due to the quantity of applicants expected, only those short-listed will be notified.

Closing date for applications: Ongoing.

Interview date: Wednesday 21st June 2023

This document is a guide only and should not be regarded as exclusive or exhaustive. It is intended as an outline indication of the areas of activity and will be amended in the light of changing needs of the organisation. All employees may be required to undertake any other duties as may be reasonably requested.

Millwall Football Club are fully committed to equality, diversity, inclusion and anti-discrimination. We will work to address areas of under-representation and disadvantage in all aspects of our operations, activities and services. In practice, this means that we will respect the needs of each and every individual regardless of their differences; and to this end we will deliver our operations, activities and services in such a way so as to ensure that that no one is excluded.

‘Millwall FC is committed to safeguarding children and adults at risk. The successful candidate may be required to undertake a Disclosure and Barring Service (DBS) check through The FA DBS process. The possession of a criminal record will not necessarily prevent an applicant from obtaining this post, as all cases are judged individually according to the nature of the role and information given.'

Safeguarding Policy Statement

What is safeguarding?

Safeguarding is the action that is taken to promote the welfare of children, young people and adults at risk and protect them from harm. Safeguarding means protecting people from abuse, maltreatment, neglect, harm and/or exploitation. Through MFC setting up and following good safeguarding policies and procedures, it means that children, young people and adults at risk - that come into contact with our organisation - are protected from those that might pose a risk. All organisations that work with (or come into contact with) children, young people and adults at risk are required to have safeguarding policies and procedures to ensure that everyone - regardless of their age, gender, religion or ethnicity - can be protected from harm.

MFC’s Safeguarding Ethos

MFC will always seek to provide protection to any person that receives our services. To this end MFC will provide staff and volunteers with guidance on procedures they should adopt in the event that they suspect a person may be experiencing, or be at risk of, harm. MFC believes that a no one should ever experience abuse of any kind. MFC have a responsibility to promote the welfare of all children, young people and adults at risk to keep them safe. MFC are committed to work in a way that protects them. This Safeguarding Policy Statement applies to everyone that comes into contact with MFC - including as applicable - the Board of Directors & Executive Team, Senior Managers, Staff, Agency Staff, Contractors, Suppliers, Volunteers, Students on work experience, as well as anyone else working on behalf of MFC. This policy also applies to any other person that engages with the work of MFC and includes parents, carers, families and other visitors to MFC premises. 

Safeguarding at MFC

MFC places the safeguarding of children, young people and adults at risk as its prime focus and has developed full safeguarding policies and procedures. To underpin the approach, MFC ensures all of its management team, staff members and volunteers have been fully trained in safeguarding to enable the organisation to live and breathe its approach. In developing MFC’s safeguarding policies and procedures, the organisation has adopted the following three-part safeguarding strategy which focuses on:

1.      Getting the right people involved with MFC

This is achieved through adherence to MFC’s Safer Recruitment Policies and Procedures.

2.      Creating a safe environment for children, young people & adults at risk

This is achieved by providing all required safeguarding training, support and best practice advice; and further guidance by the effective communication of MFC’s Codes of Conduct.

3.      Promoting clear systems to deal with any safeguarding concerns

This is achieved through implementation of all MFC’s policies and procedures relating to safeguarding.