Vacancy: Supporter Liaison Officer

In partnership with

Leeds United

·23. Oktober 2023

Vacancy: Supporter Liaison Officer

Make a difference in your job, work for Leeds United

An exciting job opportunity has arisen at Leeds United Football Club for a Supporter Liaison Officer based at Elland Road Stadium.

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Your role is to manage and enhance the relationships between the club and its supporters along with all key supporter groups under a philosophy of continuous improvement and engagement. You will be a prominent point of contact for fans, with an active role in enhancing and developing fan experience.

The Supporter Liaison Officer builds relations with the club management and the fans through two-way communication, informing supporters about decisions made by the club and informing the club about the fan's point of view.

The successful candidate will enjoy working as part of a team, be enthusiastic, hardworking, and be flexible to the requirements of the position and the business.

The role will aim to:

Strengthen links between the club and fans
Introduce a main point of contact for all supporters
To promote partnership working between the club, its fans and other key stakeholders
To facilitate fan feedback and ensure it forms part of the club’s decision-making processes
To help deliver a safe, welcoming and enjoyable matchday experience for fans

The role will require:

Strong relationship management skills
Planning, prioritisation and organisational skills, including the ability to manage a complex network of stakeholders
Ability to communicate well to a range of audiences, and using different mediums, with oral and written skills to a high standard
Ability to work under pressure, make sound judgement calls and manage competing priorities
Ability to work collaboratively as part of a team and with external stakeholders
Ability to problem solve effectively, demonstrate resilience when faced with challenges
An understanding of fan engagement and an ability to build rapport with fans
Experience of working in a fast-paced environment, under the pressure of a public profile
2-3 years’ experience of delivering excellent service in a customer facing or communication role
Excellent PC skills - Use of MS Office systems including MS Excel, Word and Outlook.

Job Purpose / Role

To be the Club’s appointed Supporter Liaison Officer, as defined by the responsibilities set out in the League Rules and any related guidance; and for the purposes of UEFA Club Licensing (if applicable)

To keep up to date with emerging regulations, good practice guidance, and innovation in fan engagement or matchday experience and delivery
Manage and respond to all feedback and complaints from supporters. Implement a new centralised customer feedback system. Set up and manage timely processes to log, action report on and learn from supporter complaints.
Establish procedures, templates, and resources to provide excellence customer service across the club such as the Club’s Customer Charter, information guides for fans (including away supporters) and updating fan related information on the club website.
Participate in the consultation and on-going dialogue between clubs, fans (or their representatives) and other stakeholders.
Attend the Supporter Advisory Board (SAB) meetings held at Elland Road along with any other club meetings or forums where fans groups or fans are in attendance.

Liaise regularly with the club’s management (including on safety and security related issues as they affect supporters).
To promote the needs of fan within the club and to ensure the fan voice is represented in the decision-making process, particularly where it relates to matchdays or related facilities and services

To liaise with other club SLOs, and external organisations such as the EFL, Football Supporters Association, UEFA, Premier League (and other relevant organisations) and encourage the sharing of good practice solutions and relationship building

To work with other operations staff to develop and deliver on projects and initiatives as they relate to fan-facing services or facilities

Participate in conferences / meetings between SLOs across other clubs, shadow visits at other stadiums and further events with training and networking purposes

Participate in the delivery of activity related to EFL or official club campaigns (e.g. No Room For Racism)

The SLO shall be present on matchdays (both at home and away) to act as a contact person for fans, helping to improve their matchday experience.

For home matches, tasks may include:

Coordination with other matchday club staff ahead of the match (e.g.: the Head of Matchday Safety & Security, Deputy Safety Officer, or the Disability Liaison Officer)
Provision of relevant matchday information to the visiting club SLOs, in good time ahead of the match
Meeting the visiting club SLO before the match to support their requirements
Being available and contactable, before, during and after the match for any queries or feedback from defined stakeholders, including fans’ representatives
Attend pre-match safety briefings, including those for Visiting Club Support staff.

For away matches, tasks may include:

Contacting the visiting club SLO ahead of the match to collect all relevant matchday information
Clarifying in good time the travel arrangements and other policies for fans
Communication of all relevant matchday information on the club website, via newsletter and other media channels as early as possible ahead of the match
Being available and contactable, before, during and after the match for fans’ queries
Meeting the home club SLO and joining pre-match safety briefings
Arranging accreditations for visiting club SLOs

Key Relationships

Internal:

Head of Ticketing
Head of Fan Engagement / Supporter Services (or equivalent roles)
Head of Matchday Safety & Security
Deputy Safety Officer
Disability Liaison Officer / Disability Access Officer
Head of Stadium Facilities
Communications / Digital team(s)

External:

Fan representatives (e.g.: Supporters Groups / Supporters Trust representatives)
Football Supporters Association
EFL and the FA
Premier League and UEFA (e.g.: Club Network leads, or UEFA Fan Specialist)
Relevant specialist organisation and groups

Ideal behaviours we look for in team members include:

Strong customer service skills
Ability to use initiative and be creative
Excellent communication skills
Have tact and discretion
Good judgement in balancing dual responsibilities to club and to the fans
Be able to maintain confidentiality
Confident and assertive
Ambition, passion and willingness to learn.
A positive attitude undertaking any aspect of the job role
A calm demeanour and a professional approach at all times

Closing Date:

Applicants should ideally live local to Leeds or the surrounding areas and be a UK resident or non-UK resident with a valid UK work permit and ideally have experience working within a similar role.

Salary: Competitive

Hours of Work: 37.5 hours per week (Mon-Fri 9am-5.30pm) In addition, the role will require you to work on home and away matchdays which will be paid as overtime. A flexible approach is required.

How to Apply:

Please click on the link to complete our online application form:

https://forms.office.com/e/ib7v8D44yG