Purpose of the job To act a point of contact for supporters; while also providing a link between fans/fan groups and the Club’s senior staff To help facilitate dialogue on key matters and support a consultative approach between the Club and its fans To liaising between both home and away supporters, while often being visible and available on matchdays Main Roles & Responsibilities Home Match days Through effective communication and engagement, develop a comprehensive understanding of all relevant matters involving GTFC and its supporters including, but not limited to safety regulations, ticket and travel arrangements In the lead up to the game, provide a comprehensive briefing document for both home and away supporters Promote this information via Grimsby Town Football Club’s (GTFC’s) official ‘X’ account, monitor and respond as necessary to any questions which may arise Be easily identifiable to fans for home and away matches To be the main point for the Club’s Supporter Charter, updating it as required To contribute to the Club’s Fan Engagement Plan On non-match days, communication with fans and attending and participating in sanction decision boards with the Head of Facilities & Safety and Dedicated Football Officer when required Liaise with the Safety Officer and Dedicated Football Officer DFO to understand the potential stewarding and policing issues for each home game. Be visible to both home and away fans for the duration of the game Gather feedback (formally and informally) from supporters, identifying key issues and communicating this to GTFC Manage post-game queries from both home and away fans and refer on as appropriate. Away Match days Be visible and available to GTFC fans for a minimum of one hour prior to kick off and for the duration of the game, as a point of home fan contact for access and ticketing issues In the lead up to a game liaise with both the away club and police to provide travelling fans with relevant information prior to travel. Promote this information via GTFC’s official ‘X’ account, monitor and respond as necessary to any questions which may arise particularly in relation to travelling with a view to managing any supporters’ concerns. Where possible mingle with GTFC supporters with a view to monitoring and assessing the pre-game atmosphere. Where necessary meet with the home club’s Supporter Liaison Officer (SLO) and share information. In the event of a situation arising and where it is necessary and safe to do so, act as a conduit between stewards and police to support the de-escalation process. Be available for post-game queries from fans as they leave the stadium and where possible manage any problems before leaving the stadium. Manage post-game queries and refer on as appropriate. General Attend Disabled supporters association (DSA), fans group, supporters trust public meetings etc as required. Utilising GTFC’s X account, engage with fans to build positive relationship with GTFC. Monitor the generic email account and reply to all emails referring on where appropriate ensuring the outcome is monitored. Develop knowledge and networks though attendance at regional and national English Football League (EFL) meetings. Attend training/upskilling sessions arranged by the EFL and other relevant national organisations as necessary. Working in conjunction with GTFC, Grimsby Town Foundation and the Mariners Trust, establish links with current and new supporters to encourage attendance. Attend networking events hosted by The FSA including their annual supporter’s summit. About The Candidate Knowledge & Experience To be able to deliver this role, there are skills and experiences we are looking for are: Demonstrable experience of fan engagement. Experience of engaging with individuals at varying levels both internal and external to the organisation. Working knowledge of GTFC’s fan base. A working knowledge of ground regulations. Effective communication skills to engage with current and potential GTFC stakeholders. Understanding and the ability to work in accordance with GDPR. Act as a representative of GTFC at games, local engagement sessions and national meetings. A sound understanding of social media as an organisational tool. A sound understanding of safeguarding responsibilities. A good knowledge of both GTFC and Blundell Park Stadium. Ability to engage with others professionally when conflict levels may be high A strong team player Able to work on your own without supervision. Resilience to cope with a fluctuating workload Professional manner in all communication and situations Clear understanding of and commitment to delivering exceptional customer service. A willingness to learn and develop as an individual, through CPD. Flexible approach as this role requires work outside of normal office hours. To have due regard for safeguarding and child protection policies, including the welfare of children and young people. About The Club www.gtfc.co.uk.