Overview
* 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
* 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 through 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
* 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.
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