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Casual Contact Centre Advisor
Highbury House
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Description

DEPARTMENT DESCRIPTION

The first point of contact to the Club including general enquiries and a wide variety of queries from supporters and the public. Responsible for Customer Services including the sale and renewal of circa £100 million of tickets per season, providing excellent customer service to purchasers/supporters at all points of the buying circle, including ticketing related operations on match day.

KEY RESPONSIBILITIES

  • To answer calls, Emails and letters and deliver excellent face to face customer service within both the Arsenal Contact Centre and the Box Office windows.
  • To deal with questions and queries and provide resolutions to contacts covering a number of different workstreams. o Ticketingo Tourso Membership queries.o Junior Gunner support.o Home shopping.o Switchboardo Soccer Schoolso Complaints resolutiono Disability supporto All general information requests.
  • To work as part of a team, assisting both other members within the team, and the Contact Centre Management team to deliver excellent service in a timely manner.
  • To be responsible for ensuring that individual KPI's are met as part of the Performance Management programme.
  • To assist and resolve complaints following the correct escalation procedures and endeavouring to deliver win-win for customer and Arsenal Football Club.
  • To assist on all matchdays and provide the relevant duties as requested by the Box Office Manager.
  • To assist the Box Office teams with ticket administration.
  • To provide support and assistance on ad hoc projects and duties as required.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Educated to GCSE standard.

Specific Experience:

Required

The job holder must have experience of customer service within either a Contact Centre or Face to Face environment.

Desired

The job holder ideally will have specific knowledge relating to at least one of the workstreams within the Contact Centre.

Abilities/Skills/Knowledge:

The job holder must have the ability communicate to a high level both verbally and written communication. The job holder must be PC proficient and be confident in operating standard office applications in addition to being comfortable operating different software applications concurrently.

Hours of work will vary on a weekly/ monthy basis and will include matchday working.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Please note, this vacancy closes on 24/10/17, so this means you have until 23:59 on the 24th October 2017 to apply.

Closing Date: 24/10/2017

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IT Security & Compliance Manager
Highbury House
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Description

DEPARTMENT DESCRIPTION

The IT department is responsible for the design, build & support of the Club's IT systems, telephony and supporting infrastructure and network.

This encompasses:

  • Business facing application development and project management of systems
  • Application support
  • Service Desk and IT Operations
  • Matchday support for IT
  • Infrastructure Management
  • Network design & support

JOB ROLE

The IT Security and Compliance Manager is responsible for managing accreditation, updates and risk for both compliance purposes and from a cyber security perspective.

Compliance is largely defined by data protection, particularly GDPR, as well as PCI DSS regulation. The IT Security and Compliance Manager will act as Data Protection Officer for the Club. The role will involve dealing with data protection requests; maintaining the DDDDD register, and liaising with departmental data protection leads.

The IT Security and Compliance Manager will be responsible for managing cyber security risk against an agreed framework. This will involve regularly testing status against the framework; identifying gaps; providing remediation plans for non-compliant items, and agreeing with key stakeholders the acceptable level of risk the Club should bear.

KEY RESPONSIBILITIES

Information Security

  • Perform regular security assessments based on an agreed security framework
  • Maintain compliance against the framework
  • Ensure the Club has the appropriate tools, monitoring, reporting and escalation to maintain the appropriate level of cyber security
  • Manage relationships with third-party security suppliers
  • Monitor outputs of security tools
  • Act as first point of escalation for any security breaches
  • Run breach management process

Continuity Management

  • Identify risks in IT infrastructure where single points of failure or weak links could lead to loss of service
  • Manage remediation of those single points of failure or weak links

Penetration Testing

  • Manage annual penetration testing exercise (internal, external, web application, firewall)
  • Manage remediation plan for non-compliant items
  • Manage any ad-hoc web application tests for new systems

Data Protection

  • Act as Data Protection Officer for the Club
  • Respond to Data Protection Act requests
  • Fulfil statutory reporting requirements
  • Own Data Protection Register
  • Manage Club wide data protection leads in maintaining the Register
  • Manage Club-wide data protection training
  • Ensure the Club is compliant with GDPR and other relevant legislation - identifying non-compliant items and owning the remediation plan

PCI DSS

  • Own PCI-DSS submissions with acquirers (Adyen, Barclaycard)
  • Submit quarterly ASV scans
  • Perform annual self-assessment
  • Own remediation plans for non-compliant items

Match/Event responsibilities and organisation

  • Escalation point for Priority 1 issues

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

Educated to Degree level (or equivalent)IT security qualification

Specific Experience:

Significant breadth of experience of IT security and / or compliance, preferably within a Blue Chip organisation including:

  • Experience with common information security management frameworks, such as International Standards Organisation (ISO) 2700x, the IT Infrastructure Library (ITIL) and Control Objectives for Information and Related Technology (COBIT) frameworks and Centre for Information Security (CIS)
  • Deep familiarity with applicable legal and regulatory requirements, including, but not limited to, GDPR and PCI-DSS
  • Experience working with legal, audit and compliance staff.
  • Experience developing and maintaining policies, procedures, standards and guidelines.
  • An understanding of operating system internals and network protocols.
  • Experience in application technology security testing (white box, black box and code review).
  • Experience in system technology security testing (vulnerability scanning and penetration testing).

Abilities/Skills/Knowledge:

  • Strong relationship management and influencing skills
  • Strong project management skills
  • A strong understanding of the business impact of security tools, technologies and policies.
  • Strong analytical skills to analyse security requirements and relate them to appropriate security controls
  • treatment strategies.
  • Knowledge of and experience in developing and documenting security architecture and plans, including strategic, tactical and project plans.
  • Familiarity with the principles of cryptography and cryptanalysis.
  • Proficiency in performing risk, business impact, control and vulnerability assessments

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Please note, you have until 23:59pm on 27/10/17 to apply for this vacancy

Closing Date: 27/10/2017

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Security Guard - Night
Emirates Stadium
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Description

The primary purpose of the role is to ensure the security of Emirates Stadium, retail outlets, Highbury House office building and other locations are upheld through providing a professional and efficient security service.

Key Responsibilities

  • Controlling access to Emirates Stadium and car park for staff, visitors and contractors
  • Keeping records of all people on Club sites up to date
  • Conduct searching of visitors, vehicles and areas as required
  • Act as an initial point of contact for people trying to access any of the Club's premises
  • Liaise with other members of staff regarding visitors and security issues
  • Assist with the opening of specific areas of Emirates Stadium, the Community Hub, Youth Academy site at Hale End and the Training Ground at London Colney ensuring the security of the buildings and wellbeing of all workers and customers using Club premises
  • Provide security to the retail outlets as required
  • Monitor the CCTV cameras and report any incidents
  • To be vigilant relating to security and terrorism threats and to report any suspicious behaviour
  • Assist with security at any of the Club's other premises where necessary
  • Report maintenance requirements to Stadium Management
  • Assist with emergency evacuations where required ensuring compliance with any Health & Safety, regulatory and statutory procedures
  • Cover other shift positions when required by the rota pattern
  • Ensure the Health and Safety of all staff, visitors and contractors is maintained
  • Handling any complaints escalated in a friendly and professional manner and owning complaints to the point of effective resolution where possible and within remit
  • Any other duties appropriate to the skills and experience of the position holder and which may be assigned to you by the Security Supervisor or any other member of management within Stadium Management and as may be required from time to time

Main Job Requirements and Person Specification

Education/Qualifications/Training:

  • This role requires a current, up to date and clear SIA door supervisor licence and SIA CCTV licence, which includes a standard Disclosure and Barring Service check
  • Must have achieved English and Maths GCSE grade C or above or equivalent

Specific Experience:

  • An understanding of major sporting events
  • Training in counter terrorism including project Griffin and Argus
  • Experience of working within an 'inner city' environment and familiar with handling the type of challenges that may be presented

Abilities/Skills/Knowledge:

  • Skilled communicator, both written and oral
  • Able to communicate with members of the public in a professional and effective manner
  • Flexible working attitude to ensure effective operations
  • Excellent team player with a flexible can do approach
  • Standard professional level IT skills
  • Smart appearance
  • Own transport would be advantages

Hours of Work:

This role is covering the night shift.The normal shift pattern (nights) will be 20:00 - 08:00 (one shift). The shift pattern works on an eight day cycle, four consecutive 12 hour night shifts, which includes one hour unpaid break, followed by four consecutive night shifts 'off' (two of which will be designated 'call shifts).The call shifts are a standby arrangement to provide sufficient cover for annual leave or sickness absence.You may or may not be required to work the call shifts depending on whether cover is required.You are guaranteed to have at least two night shifts off in every eight day shift cycle.You will work an average 49 hour week.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Please note, you have until 23:59pm on 2 November 2017 to apply for this vacancy.

Closing Date: 02/11/2017

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Academy Player Liaison and Welfare Officer
Youth Academy
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Description

DEPARTMENT DESCRIPTION

Arsenal Football Academy has a development programme based at London Colney and Hale End, offering full time academics and football training for elite youth players.

The aim of Arsenal Football Academy is to centre each boy's progression as a footballer by providing a World Leading Youth Development programme. The programme promotes the development of genuinely elite training environments to consistently outperform international competition. By placing players at the heart of the programme the aim is to develop and grow future premier league players in an environment which is challenging, developmental and inspirational.

The coaching programme is the core activity of the Academy, which is supported by a fully integrated programme of Athletic Development, Education and Matches.

JOB PURPOSE

To provide player liaison and support welfare to players and their families within the Youth Academy at Hale End in the Foundation and Youth Development Phases. To provide a trusted contact point for players and parents and provide appropriate support sensitive to their needs. Player liaison duties are not limited to but include; building relationships with the players and their families, ensuring that the relevant stakeholders are kept appraised of players specific situations, and that any matters outside of the PLO's brief are directed or escalated to the relevant academy staff.

KEY RESPONSIBILITIES

  • To build and maintain relationships with players and their parents within the Youth Academy and build familiarity with players backgrounds and circumstances to ensure the Academy maintains a proactive and empathetic approach to relevant support needs.
  • Ensure that all records are kept up to date and are accurate with the players current situation.
  • To be available as a point of contact and support for parents, trialists and key guests at the Youth Academy Training Centre at Hale End.
  • Be the first point of contact and be ready to respond in any player related emergency that may transpire. Act as the main point of contact for player families and staff in such a scenario.
  • Build and maintain relationships with the key stakeholders e.g. Academy Manager, Football Operations Manager, Psychologist, Coaches, Medical Staff, Safeguarding staff etc, ensuring they are fully apprised of the youth player current situation, where relevant, and ensure that issues are highlighted and followed through to completion.
  • Support the Host Family provision for players and trialists, where relevant.
  • Coordinate the logistics to any critical injury provision in line with any Sports Science and Sports Medicine requests. Communication with immediate family and arrange family member travels to hospital and provide assistance and communication to key AFC personnel. Book accommodation and such arrangements.
  • To project manage and coordinate, in collaboration with Youth Academy management, the annual Player and Parent Induction Programme for U9-U16 age groups (incl. preparation of the Player/Parent Handbooks)
  • To be supported by and contribute to the work of the Wellbeing & Resilience Group (WRG) as required.
  • Engage and support an ongoing meaningful Parent/Carer/Host Family interaction and education curriculum in line with the Parent Strategy Group
  • To contribute and support the coordination of the holistic curriculum (psychology, personal development, player care & life skills) at Hale End.

Match/Event responsibilities and organisation

  • This role will be based at Hale End and be primarily evenings and weekend work. This individual must also be prepared to be available and contactable out of hours.
  • Willingness and ability to accompany, transport players and travel on trips and tours as and when needed.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Graduate calibre or equivalent or similar

Specific Experience:

  • Previous extensive experience of working with children, young people and hard to reach clients/families.
  • Experience in a similar role/sporting and pressurised environment would be preferred
  • Ability to demonstrate knowledge and experience of safeguarding.
  • Ability to plan and deliver and collaborate workshops (e.g. Social Media use, Social Responsibility, etc) and training for players, staff and families.
  • Administration experience within the sports sector, experience of advising and working in partnership with key stakeholders.
  • First class IT skills including a strong working knowledge of all Microsoft applications, particularly databases/excel.
  • Working and influencing in a multi-disciplinary environment.
  • Ability to organise and coordinate parent and child friendly interactive communication in collaboration Ability in organising and coordinating parent newsletters and other types of structured communication.

Abilities/Skills/Knowledge:

  • Advanced communication and relationship management skills
  • Exceptional organisation skills, including the proven ability to manage a fast-paced and varied workload.
  • Able to communicate effectively with a broad range of internal and external stakeholders, adapting style and approach as and when required.
  • Able to display the confidence, integrity and gravitas required to build sustainable relationships at varying levels.
  • Results driven with a family focused and pragmatic approach.
  • Flexible approach to work; committed to a positive team ethos.
  • Operates with the upmost integrity, confidentiality and discretion.
  • Create a safe and supportive environment for conversations or concerns to be raised.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Closing Date: 09/11/2017

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Our current vacancies
Casual Contact Centre Advisor
**DEPARTMENT DESCRIPTION** The first point of contact to the Club including general enquiries and a wide variety of queries from supporters and the...
Apply Now
IT Security & Compliance Manager
DEPARTMENT DESCRIPTION The IT department is responsible for the design, build & support of the Club's IT systems, telephony and supporting infrastr...
Apply Now
Security Guard - Night
The primary purpose of the role is to ensure the security of Emirates Stadium, retail outlets, Highbury House office building and other locations are ...
Apply Now
Academy Player Liaison and Welfare Officer
DEPARTMENT DESCRIPTION Arsenal Football Academy has a development programme based at London Colney and Hale End, offering full time academics and f...
Apply Now