JOB TITLE: Venue Receptionist 

DEPARTMENT: Ticketing & Supporter Liaison 

JOB FUNCTION: Meet and greet all visitors across the club’s venue receptions, and to ensure all supporter enquiries are answered accurately, professionally and in a timely manner, including telephone and email enquiries 

LOCATION: Stamford Bridge 

CONTRACT: Permanent, 35 hours any 5 of 7 

PLAY YOUR PART (Main Responsibilities):

• Adhere to departmental policies and procedures  
• Data entry to be precise at all time 
• Show excellent supporter service skills and professionalism  
• Meet and greet all visitors, clients and personnel who enter Main and Millennium Reception, in a professional and friendly manner 
• Answer all enquiries received via telephone, email, in person or by post in an efficient and professional manner 
• Respond to all enquiries in a prompt and professional manner to a high standard, along with directing correspondences and liaising with the relevant personnel/department when required 
• Ensure visitors are completing the signing in process, and then directing them to the relevant floor and room for their event 
• Ensure that all marketing materials are kept up to date in the reception areas, and the receptions are kept organised and clean 
• Help specific departments with ad hoc tasks when required 
• To assist the Disability & Supporters Club, Ticket Office and Supporter Services teams as and when required. 
• To work matchdays on a rota basis 

DO THE RIGHT THING (Our Expectations):

• To demonstrate and live by the club’s values; Here to Win, Be Brave, Do the Right Thing, Play Your Part, Many Teams, One Club and Proud to Be Chelsea
• To adhere to the club’s policies and procedures, including Health & Safety, Financial Authorisation, Confidentiality and GDPR.
• To act as an ambassador for diversity, equality, and inclusion, and demonstrate a positive commitment by treating others fairly in line with our Equality, Diversity & Inclusion Policy and reporting any acts of discrimination through appropriate channels
• To create a safe environment and act to protect all young people and vulnerable adults that are either in your care or attending club premises, and report any concerns to the Safeguarding Lead
• To report any misconduct or suspected misconduct to the HR Department

HERE TO WIN (Measures of Performance):

• Data entry to be precise and have excellent attention to detail
• Maintain excellent supporter satisfaction
• Excellent supporter service skills over telephone, on email and in person
• Organised with an ability to prioritise workload
• Excellent time keeping
• Well-groomed and presented
• Due to the nature of the business confidentiality always
• Follow departmental policies across the business

PROUD TO BE CHELSEA (Person Specification):

Experience:

• Proven experience in a front of house reception position
• At least six months experience within a supporter handling role
• Clear understanding of the business and able to adapt to new roles and requirements
• Experience in actively listening to understand supporter concerns and how best to respond to them
• An awareness of matters of equality and inclusion

Skills and Behaviours:

• Willing to travel overseas when required
• Experience of equality and inclusion issues
• Excellent written and oral communication skills
• Excellent telephone manner when speaking and interacting with supporters
• Excellent organisational skills with an ability to prioritise work loads
• Excellent supporter service skills in written, oral and face to face situations
• Flexibility to work shifts and match days
• A can-do attitude to both routine and ad hoc work loads
• Excellent time keeping
• Experience in Microsoft Office and data entry
• Proactive and has the ability to take a hands-on approach when necessary
• Able to work under pressure whilst maintaining professionalism and good humour
• Understands the needs of confidentiality

Chelsea FC and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.

This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the Club.