JOB PURPOSE

In this role, you will work under the guidance of the Club's Nominated Board Level Official for Fan Engagement, collaborating closely with the Fan Engagement Officer. As the primary point of contact for all fans, you will particularly advocate for disabled supporters and visitors, promote disability awareness and inclusion throughout the club, and serve as the initial contact for our disabled supporters. We pride ourselves on being a fully inclusive club, and as the Supporter Liaison Officer (SLO), you will represent the interests of every supporter, by; 

• Strengthening the connections between the club and its diverse fanbase.
• Promoting partnership working between the club, it’s fans and other key stake holders.
• Facilitating fan feedback and ensure it plays a crucial role in the club's decision-making processes.
• Contributing to creating a safe, welcoming, and enjoyable matchday experience for all fans.
• Overseeing projects that enhance communication between disabled supporters and the club.

KEY RESPONSIBILITIES

• To be the Club’s appointed Supporter Liaison Officer/Disabled Access Officer, as defined by the responsibilities set out in the Premier League guidance and for the purposes of UEFA licensing.
• To have a clear and precise understanding of all existing relevant legislation, guidelines, and best practice, including the Equality Act 2010 and the Accessible Stadia Guide and to keep up to date with emerging regulations.
• To work with other operations staff to develop and deliver on projects and initiatives as they relate to fan-facing services or facilities.
• To build relationships with the Disabled Supporters Association members, developing a collaborative approach to the improvement of facilities and services for disabled supporters and visitors.
• Lead the consultation and ongoing dialogue between all disabled people, associations, groups and the club.
• To promote the needs of disabled people within the club and champion disability issues and highlight the business benefits of creating and maintaining an accessible stadium.
• To work with the operations team to ensure that the club and/or stadium undertakes regular, professional access audits and develops an Access Statement.
• To liaise with the other club Disabled Access Officers and external organisations such as Level Playing Field, CAFE, UEFA, Premier League, and encourage the sharing of good practice solutions and relationship building.
• Participate in conferences/meetings between Supporter Liaison Officers/Disabled Access Officers across other clubs, shadow visits at other stadiums and further events with training and networking purposes.
• To work with the Fan Engagement Officer to develop and deliver on projects and initiatives as they relate to disability and inclusion.
• To provide guidance to the ticket office on the policy and management of disabled persons tickets.

The SLO/DAO will be present at all Home matches and work as part of the travelling Away support team to act as a contact person for fans, helping to improve their matchday experience.

For Home matches, tasks may include:

• Coordinate with other matchday club staff before the match, including the Safety Officer and Safeguarding Lead.
• Be available and accessible before, during, and after the match to address inquiries and feedback from defined stakeholders, including fans' representatives and supporters.
• Attend pre-match safety briefings, including those for visiting club support staff.
• Meet the visiting team's Disabled Access Officer before the match and support their requirements.

For Away games, tasks may include:

• Ensure visiting club support staff receive relevant information and can assist disabled fans with information and queries at the match.
• Communicate all relevant matchday information through the club website, newsletters, and other media channels well in advance of the match.
• Collaborate with the Fan Engagement Officer on fans' queries and feedback, or ensure there is sufficient additional resources in place for Home and Away match days.
• Meet with the home team's Disabled Access Officer and participate in pre-match safety briefings.

PERSON SPECIFICATION

• Strong relationship management skills.
• Strong planning and organisational skills, including the ability to manage a complex network of stakeholders.
• The 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.
• A collaborative mindset and the capacity to work with internal and external stakeholders
• Effective problem-solving abilities and resilience in the face of challenges.
• An understanding of Fan Engagement and an ability to build a rapport with all fans.
• Commitment to promoting equality, diversity, and inclusion and their relevance to the role and the broader club EDI strategy.

Additional Information:

• This is a full time role
• Applicants must be eligible to live and work in the UK