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Digital Experience Executive
Highbury House
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Description

The Travel, Events and Supporter Liaison (TESL) department are responsible for:

  • Club arranged events, such as membership screenings, Junior Gunner events, supporting commercial activities, pre-season tours and the Club's annual Charity Ball
  • All official travel for the entire Club, including all the teams, Directors, staff and supporters, on a daily as well as match by match basis
  • Being the main contact for all supporter groups, including our Global Supporter Clubs
  • The management of an IPTV system that delivers a concise and consistent digital message across the Club's digital signage platforms

JOB PURPOSE

  • Assisting with the management of the Emirates Stadium IPTV and Digital Signage platforms. This includes the Arsenal Museum, Training Grounds and Emirates Stadium.
  • The role, alongside the Digital Experience Manager, is the key pivot between multiple departments within the Club and the external partners. They will coordinate requests from Arsenal Media Group (AMG), Meeting & Events, Marketing, Partnerships, Retail, Stadium Management, Ticketing/Fan Services and Communications departments that they need to manage whilst working with IT and Stadium Management to make sure there are no technical problems with any of the various systems and technologies in use.
  • The Digital Experience Executive is required to work on all match days and key event days providing support to the Digital Experience Manager and taking lead during their absence.
  • In preparation of match/event days, the Digital Experience Executive will be required to gather and organize content and schedules for the screens in the Stadium, ensuring all the Club and partner requests are uploaded correctly to be played out on match day.
  • During non-game times the role will primarily be supporting the Digital Experience Manager, building requests for Meetings & Events, Hospitality, Partnerships, Catering and Retail teams. This will require content updates and scheduling for Stadium Events and support of the signage solutions at the Hale End and Colney training grounds.
  • Work as a team member, supporting other members of the department with events and travel where needed.

KEY RESPONSIBILITIES

IPTV:Coordinating all aspects of the Club's daily operational requirements.This will include ensuring all hardware is operational and the right content is being played out; testing of systems on-site and in-situ.

Digital Signage: Utilising the IPTV platform to ensure the screens are being used to their full potential to enhance the Stadium facilities, promotions and daily club news.

Executive Boxes: Ensuring the screens and other related digital experience items are operational and correctly configured for game days and Meetings & Events use.

Content Creation:Assisting withthe design and delivery of core templates that will be created by Arsenal Media Group. Utilising the Club's brand guidelines and media templates to create images and graphics for use within playout.

Media and Scheduling Coordination:Ensuring that all media collated for use within the IPTV, stadium big screens, Digital Signage and related systems is collated and organised in the appropriate formats for use.Ensure that all media is scheduled and available for playout at the correct time and ensuring sensitive content is only played out in the correct areas.

Stakeholder Coordination: Working with internal and external stakeholders to gather the required assets and requirements for playout such as video and image files, timings, locations etc. and the IT team for issue resolution.

Communications: Ability to communicate with business & IT stakeholders in presenting technical requirements to the appropriate audience.

Systems Development: Assist the Digital Experience Manager with implementing system upgrades.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Educated to Degree Level (or equivalent) in IT/Graphic Design/Computer Science/Technical

Specific Experience:

  • Experience of media scheduling and management
  • Experience of using a software solution to manage the playout of content
  • Knowledge of the hardware components that comprise the IPTV and Digital Signage solution, with the ability to be able to trouble shoot

Abilities/Skills/Knowledge:

  • Ability to grasp new concepts quickly
  • Strong willingness to learn and develop new processes with regular training being undertaken for competence on systems and knowledge of new features and functionalities
  • Have commercial awareness for judging content usage, change requests
  • Ensuring screen output meets commercial, competition and branding guidelines
  • Results driven with a client focussed and pragmatic approach
  • Able to prioritise workload to deliver results within a fast paced, pressurised environment
  • Knowledge of some / all of the following:
  • Cisco StadiumVision/IPTV platforms
  • Signage Live
  • Adobe Create Suite (PS/PR)
  • Concepts of Wi-Fi and AV solutions in hospitality environments

Closing Date: 19/08/2018

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Arsenal Gap Year Volunteer Coach - November Intake
Highbury House
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Description

Arsenal in the Community is dedicated to improving the lives of our local community through the delivery of various programmes across sports, education, health and social inclusion. These programmes embrace a wide variety of community involvement and they are delivered and received with the same energy and commitment today as when they started over 30 years ago.

Through the Arsenal Gap Year Programme, volunteers are given the opportunity for a truly unique experience gaining key employability and life skills whilst representing the Club in London and around the world. The basis of the programme follows this structure:

Stage 1 is based in London, at the Arsenal Hub, and lasts 5 months. This stage provides training and development opportunities for our 'Gappers' including coaching qualifications, First Aid, Safeguarding and TEFL courses. 'Gappers' are then placed within PE departments in local schools to build up their coaching experience.

Stage 2 gives our 'Gappers' the opportunity to travel abroad to coach at one of our community programmes around the world for a period of up to 4 months. 'Gappers' also have the choice to remain in London if they do not wish to travel abroad.

Successful applicants onto the programme would need to be aged 18+ at the start of the programme. This is a development programme - a successful applicant will have a willingness to learn and a desire to improve leadership skills in order to gain most from the experience.

Key Responsibilities:

Assist with the planning and delivery of first-class coaching at designated projects using the Arsenal in the Community philosophies and training methods.

Support the Session Lead of the group you are allocated to, ensuring all appropriate policies and procedures from the Club or those of any host organisation are adhered to.

Liaise with teachers and parents/guardians in a professional manner, directing questions to an appropriate person of authority at Arsenal in the Community and/or any host organisation.

Assist with the delivery of curriculum time PE sessions in school placement.

Lead extra-curricular football sessions at school placement.

Liaise with PE staff with regards to all aspects of school placement.

Ensuring the venue and equipment are left in good order.

Completing and submitting any necessary documentation following a session or event, including registers and the recording of incidents or information that Arsenal in the Community and/or the host organisation should be made aware of.

Ensure the health and safety of all sessions.

Attend and be prepared to participate in the required Coach Education training sessions and Development Reviews with the Project Coordinator(s) when requested.

Ensure all documentation is provided in a timely manner for enrolment onto the programme, as well as for all UK and overseas placements, courses or other needs as requested by the Project Coordinator(s).

Complete any additional tasks set by the Project Coordinator(s).

Support other Arsenal in the Community projects where appropriate.

Education/Qualifications/Training:

The Arsenal Gap Year Programme is open to everyone from school leavers to those wanting a career break.

Desired Experience:

Some experience of community/youth focused projects

Some experience of volunteering and/or working with children and youth

Skills/Knowledge/Interests:

Interest in coaching children and youth of all abilities of various ages.

Knowledge of the Arsenal in the Community methods and philosophies and Club Vision and Values (training to be provided).

Good organisational skills.

Good communication skills with adults and children.

Ability to respond to unforeseen challenges/ issues effectively, with a calm and considered approach.

Committed and 'can-do' attitude.

Flexible approach to work within a fast-paced environment.

Ability to work within a team and take responsibility as an individual.

Good literacy and numeracy skills.

Language skills are an advantage.

Please note that candidates need to be able to start the programme on 5th November 2018

Thinking of applying? Please visit www.arsenal.com/community/gapyear to make yourself familiar with the programme prior to completing the application form.

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: 20/08/2018

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Campaign Analyst
Highbury House
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Description

DEPARTMENT DESCRIPTION

Arsenal Media Group (AMG) is the digital arm of Arsenal Football Club. They are the Club's multimedia and production department responsible for producing all of the Club's digital media which is distributed across tablets, mobiles, television and on-line. The AMG department look to develop and maximise revenues from a number of channels which include, website editorial and content, mobile applications, international rights, social networking, digital TV packages, and on-line retail.

JOB PURPOSE

The role will manage the collection, analysis and distribution of AMG campaigns and wider-industry analytics across stakeholders within the Club. The editorial team rely on content analytics to plan output and the Campaign Analyst will be a vital resource in keeping them informed.

The role also entails managing the delivery of commercial campaigns across AMG channels, including scheduling and reporting on activations, as well as advising on content strategy using a solid understanding of what resonates with Arsenal's digital audience.

KEY RESPONSIBILITIES

  • Produce weekly and monthly content analytics reports tied to AMG and Club KPIs, adding insight and learnings from trends observed.
  • Lead ad-hoc research projects to help drive the digital strategy.
  • Contribute ideas for future projects and developments.
  • Monitor industry trends and when relevant scope, plan and manage implementation of relevant tools to drive digital reach and engagement.
  • Provide statistics for the Partnerships team and other Arsenal departments as required and deliver insight and research to drive commercial success.
  • Manage activations for commercial campaigns across AMG channels. This will include attending meetings to determine the outputs of campaigns, liaising with channel owners to activate campaigns, and reporting on the campaigns to stakeholders or assisting internal teams to use AMG reporting tools.
  • Manage ad delivery across AMG channels using Google DFP.
  • Make updates to Arsenal.com for departments such as box office, Hospitality, Retail and Membership.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • First or 2:1 degree in a new media/marketing/business or infomatics discipline is preferred.
  • Three A levels required as minimum.

Specific Experience:

Required

  • Experience working in the digital content and/or marketing sector(s).
  • Experience in reporting and analysing online metrics for reach and engagement of web properties (e.g. page views, video views).
  • Experience in using a web content management system.

Desired

  • Wide experience across the digital sector, especially on web, social media and apps, and ideally some experience in sports digital.
  • Experience with conducting web research projects and demonstrating insight and conclusion based on analysis of multiple metrics.
  • Experience in managing third party partners.

Abilities/Skills/Knowledge:

  • Ability to take a research brief, collect all relevant data working with channel and product owners within Arsenal and structure an easily-interpreted report to meet that brief.
  • A keen ability to glean insight from data.
  • Digital marketing skills such as SEO and copy writing would be beneficial.
  • Knowledge of, or experience with Google Analytics will be greatly beneficial.
  • Knowledge and use of programmes such as Google DFP, Photoshop, Final Cut Pro or other media software would be an advantage, as would any knowledge of HTML and other web technologies.

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: 16/08/2018

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Premium Memberships Manager (Fixed Term)
Highbury House
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Description

DEPARTMENT DESCRIPTION

The Premium Sales, Service and Operations (PSSO) team is responsible for the seasonal and match-by-match (MBM) sales, service and operation of all premium level guests at the Emirates Stadium on Arsenal match days. This includes 7,000 Club Level seats and a further 2,000 seats on box level (145 boxes). The department is responsible for delivering best in class service to supporters and visitors to the Emirates Stadium by delivering memorable and seamless experiences.

JOB PURPOSE

The primary purpose of this role is to ensure the delivery of first class customer service and account management to the Club Level Members, including season diners. This role is also responsible for maximising Club Level and seasonal dining renewals as well as maximising revenue from match by match dining.

Please note that this will be a fixed term role covering maternity leave for up to 12 months.

KEY RESPONSIBILITIES

  • Ensure that premium members receive a consistently high level of customer service.
  • Manage all aspects of the Premium Memberships team both in the operational and sales functions.
  • Act as a point of escalation where queries/complaints cannot be resolved by members of the Premium Memberships team.
  • Ensure ongoing adherence to service level agreements and, particularly ensuring that the team are responding to all member queries in a timely and professional manner.
  • Ensure customer records are up to date and recorded on the CRM/Venuemaster as required.
  • Ensure user adoption of CRM across the Premium Memberships team and to act as a CRM champion throughout with other members of the department.
  • Responsible for the planning and execution of the Club Level renewal process, in collaboration with the CRM/Marketing/Finance/Ticketing/Sales teams.
  • Liaise with the Premium marketing department regarding the creation of all member communications.
  • Develop and manage the end-to-end customer journey for Premium members.
  • Responsible for actively managing key client relationships by being present on Club Level during matchdays, and to influence the service delivery.
  • Work closely with the Premium Operations team to ensure the best customer experience on each matchday.
  • Review the current operation and identify areas for potential improvement.
  • Work with sales teams to identify new sales opportunities with the objective of achieving and exceeding the overall PSSO budget.
  • Deliver a successful calendar of member events.
  • Identify prospects for new members through recommendations and referrals from current members.
  • Represent Arsenal and the PSSO department, where necessary, at commercial and networking events, such as exhibitions and Chamber of Commerce meetings.
  • Liaise closely with other Arsenal Departments and with third party contractors such as Delaware North Company (DNC), providing timely and accurate information as required for members.
  • Comply at all times with Health and Safety regulations and safe working practices in accordance with current legislation and as detailed in the Company Health and Safety Policy and Procedures.
  • Undertake ad-hoc tasks as and when required.
  • To assist the club in meeting its commitment to provide equal opportunities and to encourage diversity in employment and related policies.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Educated to a degree standard, or equivalent.

Specific Experience:

  • At least 3 years previous account management experience of major corporations and high net-worth individuals.
  • Advanced knowledge of and experience using CRM.
  • Previous experience of having worked with a premium brand or luxury product.

Abilities/Skills/Knowledge:

  • Effective people and resource management skills.
  • Ability to create a positive atmosphere through effective team management, contributing new ideas and working towards the delivery of team and departmental targets.
  • Able to cooperate and communicate well with others, fostering a culture of teamwork and collaboration.
  • Proactive and self-motivated, with excellent organisational skills.
  • Acts with honesty and integrity, demonstrates respect, diversity and professionalism at all times.

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: 19/08/2018

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Diamond Club Senior Account Executive
Highbury House
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Description

The Premium Sales department is a subset of the Hospitality department. The Premium Sales department is responsible for generating new business and delivering the sales and marketing plan for the premium areas of the stadium to include: Seasonal Boxes, Club Level Season tickets, Seasonal Premium/regular dining, match by match hospitality, and match by match dining.

The primary purpose of this role is to build long term relationships with designated members, predominantly Diamond Club, and including Club Level, developing these relationships to proactively source new opportunities and maximise revenue, whilst delivering the highest levels of customer service to ensure membership renewal and client satisfaction.

Key Responsibilities

  • To negotiate and facilitate seasonal renewals
  • Ensure CRM system is kept up to date of all communications with members, including all past communications and feedback
  • To influence and enhance the customer experience by working with the operations team, Delaware and the Premium Memberships Manager to continually refresh and improve the proposition
  • To deliver a consistently exceptional standard of service to Diamond Club and Platinum Members
  • To ensure prompt and professional delivery of all Diamond Club member benefits
  • To respond to member queries in line with the Arsenal Football Club (AFC) service level agreements
  • Complete all call campaigns within the established timelines
  • Conduct site visits at the Emirates and client meetings externally where necessary
  • Deliver a successful event calendar for Diamond Club and Platinum Members
  • Identify prospects for the Diamond Club and Club Level waiting list through recommendations from current members
  • To maintain and administer an efficient diary management system
  • Where necessary, attend commercial and networking events, such as exhibitions and Chamber of Commerce meetings
  • To liaise closely with other Arsenal Departments and with third party contractors such as Delaware, providing timely and accurate information as required for members
  • To be in attendance during all match day and non-match day events, as appropriate, ensuring consistency of service levels are maintained
  • Identify opportunities for additional spend, both within the hospitality function and for the club as a whole
  • Account Manage and Support a number of Corporate Box holders managing the relationships and negotiating their contracts when they come up for renewal.

Main Job Requirements and Person Specification

Education/Qualifications/Training:

  • Educated to degree level, or equivalent

Specific Experience:

  • Administration experience within a fast paced, pressurised and heavily customer focused environment
  • Excellent IT skills including a strong working knowledge of all Microsoft applications
  • Experience using data management or CRM systems such as Microsoft Dynamics or similar
  • Experience in a client-facing role
  • Experience within the events or hospitality industry, particularly with regard to events attended by high net worth individuals and/or major corporate clients
  • Good industry knowledge, particularly with regard to football and specifically AFC

Abilities/Skills/Knowledge:

  • Exceptional organisation skills, including the proven ability to manage a fast-paced and varied workload
  • Ability to communicate with a broad range of internal and external customers, adapting style and approach as and when required
  • Delivers tasks with skill and urgency
  • Supports club decisions and follows through on commitments made
  • Uses initiative and proactive, helping to create and implement new ideas
  • Builds and maintains positive working relationships
  • Actively cooperates and communicates with others, fostering a culture of teamwork and collaboration
  • Trustworthy, respects colleagues and demonstrates a willingness to help others achieve their goals
  • Seeks out and acts upon opportunities to improve the fan and customer experience
  • Acts with honesty and integrity, demonstrates respect, diversity and is professional at all times
  • Proactively takes on new responsibilities and seeks out opportunities to learn new skills
  • Behaves in a way consistent with the club values

Hours of Work

Your normal basic week is 09:00 to 17:00 from Monday to Friday including one hour for lunch; a total of 40 hours per week, and matchdays.

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 19 August 2018 to apply for this vacancy.

Closing Date: 19/08/2018

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Community Sessional Worker (Casual Agreement)
Community Offices
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Description

DEPARTMENT DESCRIPTION

Arsenal in the Community is dedicated to improving the lives of our local community through the delivery of various programmes across sports, education, health and social inclusion.These programmes embrace a wide variety of community involvement and they are delivered and received with the same energy and commitment today as when they started 33 years ago.

KEY RESPONSIBILITIES

  • Deliver a variety of comprehensive football coaching activities in the local community that are age appropriate, meet the needs of individuals and groups which are in accordance to each project's scheme of work.
  • Work with individuals and/or groups from a range of abilities, age ranges and varying backgrounds.
  • Be responsible for the correct use and safe keeping of equipment and ensure that the facilities are checked before use and safe for practical participation.
  • Build and support positive working relationships with new and existing partners.
  • Maintain high standards of professional behaviour towards colleagues, participants with whom we engage and the wider public when working for and wearing Arsenal kit.
  • Develop professional and supportive relationships with all participants engaged in the session.
  • Undertake administrative tasks related to the sessions including updating registers, consent forms, risk assessment, incident and accident forms, and recording any outcomes and accreditations achieved by participants using relevant monitoring and evaluation systems.
  • Undertake other duties as required to ensure efficient delivery of Arsenal in the Community sessions.
  • To undertake relevant training courses as requested by Arsenal in the Community.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

Essential

  • FA Level 1 or FA Level 2 Award in Coaching Football (or Level 2 coaching qualification from the relevant National Governing Body of other sports/ teaching qualifications depending on project need).
  • Valid, up to date certifications in Emergency Aid and Safeguarding Children.
  • Undertake regular professional development days as set by Arsenal in the Community to continue own personal development.

Desirable

  • FA Youth Award / FA Youth Module certifications.
  • Up to date member of the FA Licensed Coaches Club.
  • AfPE Level 3 Certificate in Supporting the Delivery of PE & School Sport.
  • Strong IT skills including MS Excel, Word and PowerPoint.

Specific Experience:

  • Have an up to date knowledge of, and adhere to, all Arsenal in the Community policies and procedures such as those relating to Safeguarding, Health and Safety and emergency procedures and including those of venues where you may be based.

Abilities/Skills/Knowledge:

  • Be self-motivated, reliable and maintain a 'can do' attitude.
  • A friendly and outgoing demeanour.
  • A confident and authoritative persona.
  • Be flexible and maintain the ability to adapt to situations and circumstances.
  • A clear and effective communicator.

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: 23/08/2018

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Fulfilment Administrator
Highbury House
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Description

DEPARTMENT DESCRIPTION

Responsible for the sale and renewal of general admission season/match tickets, providing excellent customer service to purchasers/supporters at all points of the buying cycle, including ticketing related operations on match days. Department remit covers Box Office Operations, Club Level Operations and general Customer Services.

JOB PURPOSE

The role is responsible for a number of administrative duties which support the processing and dispatch of approximately 260,000 tickets per year in an accurate and timely manner.

KEY RESPONSIBILITIES

  • Liaising with the Product Managers and Box Office Operations Manager to ensure effective completion of all printing and dispatch requirements relating to all non-standard tickets (e.g. internal, corporate and personal) ticketing requirements.
  • Managing the processing of applications for approximately 140,000 tickets for Home and Away fixtures, including internet bookings for away games and dispatch.
  • Accurately maintaining customer information including address details, credit card details and away credits/loyalty points.
  • Communicating with visiting Clubs to confirm required ticketing allocation and dealing with any associated minor problems.
  • Effectively managing the production of 90,000 visiting team tickets.
  • Processing of 30,000 Supporters Clubs tickets.
  • Ownership of all home squad (via Players Liaison Officer) and staff ticketing communication and fulfilment.
  • Ensuring that all applications are filed and stored in line with PCI compliance legislation.
  • Producing reports and scheduling work flows to ensure that Service Level Agreements are met.
  • Production of duplicate match tickets & membership cards.
  • Management of UEFA competitions relocation/communication process for approximately 1000 season ticket holders, liaising with sponsors/partners as required.
  • Management of all stationary/ticket stock ordering.
  • Accurately maintaining the data for the Arsenal Debentures scheme.
  • Balancing amounts of monies processed on a daily basis and report to the Box Office accounts team.
  • Management of online and telephone renewal applications including balancing the funds on a daily basis during the Season Ticket renewal period.
  • Investigate a daily report that links suspicious booking behavior that relates to possible ticket touting and organise the seat checks and banning orders of the memberships if necessary.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Educated to GSCE level or equivalent in Maths and English.

Specific Experience:

Required

  • Experience working in a high volume ticketing environment, with access control experience.
  • Experience working within a customer centric team environment.

Desired

  • Previous experience within the entertainments/music industry or sports arenas.
  • Familiarity with using the Venuemaster ticketing system.

Abilities/Skills/Knowledge:

  • Must be able to work well under pressure and react quickly and flexibly to changes.
  • Excellent communication and customer service skills in order to communicate professionally with both internal and external stakeholders.
  • Must be able to pay attention to detail, especially around numerate tasks.
  • Organised and good at planning work activities - able to prioritise and deliver against timelines with minimal supervision,
  • Good IT skills.

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: 26/08/2018

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Premium Memberships Administrator (Fixed Term)
Highbury House
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Description

The Premium Sales, Service and Operations Department is committed to the protection and increase of revenue across all Premium Tiers at Emirates Stadium. They deliver this through first class customer service, ambitious sales targeting and robust logistical planning. They work together to deliver memorable and seamless experiences to all visitors to Emirates Stadium.

The role of Premium Memberships Administrator covers a range of integral duties including internal communications; external correspondence; office management and match day/event support. As a key member of a customer orientated team, the post holder is expected to act as an ambassador for the Club at all times.

KEY RESPONSIBILITIES

  • To respond to Platinum member email requests and queries in a professional and timely fashion;
  • To log all communications, phone calls, meetings and interactions with Platinum members on our CRM system;
  • To take calls and contact Club Level Members on a daily basis to assist them with general Club Level queries;
  • Along with team members, work together to provide world class customer experience for all premium members;
  • Plan and execute non-matchday events;
  • To manage the replacement & duplication ticket process, responding to members liaising with the ticket operations team;
  • To assist the team with any membership communication;
  • To comply at all times with Health and Safety regulations and safe working practices in accordance with current legislation and as detailed in the Company Health and Safety Policy and Procedures;
  • Undertake other tasks that from time to time may be allocated to the jobholder that are appropriate to the level/grade of the job;
  • To assist AFC meet its commitment to provide equal opportunities and encourage diversity in employment and related policies;
  • Comply with all relevant AFC policy and procedures, including those relating to Health and Safety, Data Protection, IT usage etc;
  • Work with all team members on day-to-day member requirements and administrative responsibilities;
  • Working as part of a passionate committed team to deliver first class experiences for its members.

Match/Event responsibilities and organisation:

  • Required to work match days and other key events

MAIN JOB REQUIREMENTS & PERSON SPECIFICATION:

Education/Qualifications/Training:

  • Educated to degree level or equivalent

Specific Experience:

Required

  • Previous administration experience working within a within a fast paced team environment
  • Front line experience within a first class customer service operation
  • Experience of / understanding of premium products or a luxury lifestyle brand would be an advantage
  • Experience of planning/ executing events
  • First class IT skills including a strong knowledge of all Microsoft applications including Microsoft Dynamics CRM.

Abilities/Skills/Knowledge:

  • Exceptional organisation skills, including the proven ability to manage a fast-paced and varied workload
  • Ability to communicate with a broad range of internal and external customers, adapting style and approach as and when required
  • Attention to detail and a high standard of written English
  • Personable, polite manner, both on the phone and face to face
  • Ability to work as part of a team and also under own initiative when required
  • A proven commitment to personal development and delivering results.

Please note that this is a fixed term position.

This role will close at 23:59pm on Wednesday 22 August 2018

Closing Date: 22/08/2018

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Security Guard - Day Shift
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:

The successful candidate is required to work such hours as are reasonably necessary for the performance of their duties.The normal shift pattern (day) will be 08:00 - 20:00 (one shift). The shift pattern works on an eight day cycle. The successful candidate will work four consecutive 12 hour day shifts, which includes one hour unpaid break, followed by four consecutive day 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 day shifts off in every eight day shift cycle. Your basic salary includes pay for your four normal shifts and pay at half rate for the additional two shifts in each cycle where you are on call. If you are called in on a call shift you will be paid overtime based on 11 hours at the single hourly pay rate. For the purposes of calculating overtime pay, your hourly rate will be calculated based on a 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 29 August 2018 to apply for this vacancy.

Closing Date: 29/08/2018

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Deputy Steward Supervisor (Casual Agreement)
Emirates Stadium
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Description

The Stadium Management department a responsible for the preparation and running of the Emirates Stadium and wider facilities at other locations for all events and functions. Department remit includes property and facilities management, spectator safety at events, wider Health and Safety matters.

The main purpose of theDeputy Supervisor/Supervisor is to assist the Event Safety and Security Manager in the implementation and delivery of a safe environment at a major event. To implement an 'Act with Class' service approach of all stewards at Club and Box Levels.

KEY RESPONSIBILITIES

  • To adopt a structured approach to safety and service provision to ensure the highest standards are achieved.
  • Attend safety briefings and cascade to Stewards, capturing all relevant information.
  • Ensure all safety checks are carried out in designated area in a timely manor.
  • Follow and uphold action and communication of emergency policies and procedures.
  • Promote, maintain and record incident card documentation as and when required.
  • Escalate any concerns or match day queries immediately via event control.
  • Attend relevant Lead our people training and implement with squad members consistently.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Educated to NVQ level 2 in spectator/event safety management.

Specific Experience:

Required

  • Proven experience in people management.
  • Experience of stewarding/steward supervision at major events.
  • Excellent written and oral communications across all diversities.

Desired

  • Experience working with multi agencies and stakeholders, including the emergency services.
  • Mentor others to maximise potential and high standards of performance.

Abilities/Skills/Knowledge:

  • Flexible attitude to working hours / dates.
  • Ability to plan and organise work and prioritise to meet objectives.
  • Sound time management and planning skills, such as administration and record keeping.
  • Must be able to work well under pressure and solve problems accordingly.
  • Maintain and uphold the Club's values being a role model and mentor to others.

Assessment centre

The assessment centre will be held on Monday 10th September.

Compulsory training date

A training date you must attend will be on Monday 17th September - 17.00-21.00

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: 27/08/2018

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Casual Matchday Steward
Emirates Stadium
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Description

The Club is currently seeking exceptional Stewards to work on matchdays/major events on a casual basis at Emirates Stadium. You will operate as an ambassador for the Club and provide a best in class service in order to enhance the fan and customer experience, whilst ensuring safety and security standards are maintained at all times.

Suitable candidates should be smart, friendly and confident when dealing with members of the public.

Responsibilities will include:

  • Preventing unauthorised entry into the Stadium
  • Ticket checks following protocol
  • Ensuring safe entry and exit of fans
  • Manage, monitor and control crowds safely
  • Monitoring exit gates, lifts & staircases
  • Manage conflict and queue management
  • Offer fans and guests exceptional matchday experience

Successful applicants on a casual worker basis must be able to demonstrate the following:

  • Skills and expertise - relevant customer service experience
  • Fan and customer focus - ability to communicate effectively with all guest types
  • Teamwork and drive results - working in a fast paced and busy environment, desire to achieve targets
  • Live the values - live and breathe 'The Arsenal Way', have an understanding of football, and be able to demonstrate Club knowledge and history is desirable
  • The availability and flexibility to work evenings, weekdays and weekends.
  • Be prepared to work in all weather conditions.

Please note successful applicants will be required to undergo a DBS check.

Our next assessment centre is Tuesday 20th November 2018

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: No closing date

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