35 Hours(Plus Match Days)

JOB DESCRIPTION

Job Title:

Disability Liaison Officer

Hours of Work:

35 hours(plus match days)

Department:

Fan Services

Location:

Goodison Park

Responsible to:

Head of Fan Based Services

Grade:

Role Summary

To adopt a fan facing role whichcelebrates the very best of Everton Football Clubs team’s traditions and values in managing the front line relationship between the Club and our disabled supporters. To demonstrate a desire to embrace merging concepts and technologies and to marry these with existing good practice and in doing so should listen to, respect, and where practical apply the wishes of the fans.
Working closely with the Disability Ticketing Liaison Officer and the Equality and Disability People Partner to act as the main point of contact between the Club and its disabled supporters, the role requires a pro-active approach to relationship building across the disability fanbase on match days and non-match days alike using all feedback to improve the service and offerings delivered.

Key Responsibilities

Reporting into the Head of Fan Based Services the responsibilities will include but are not limited to;

The analysis of data relating to previous disabled SCs ticketing purchases to allow the Club to make informed decisions for our disabled supporters ensuring a memorable matchday.
To lead on all complaints and enquiries ensuring that these are managed appropriately and in a timely manner with key Club personal informed as required.
To offer support around accessibility of facilities and services as requested
To review the Club website and other information channels ensuring that all communications are accessible.
To support with disability awareness training as requested,
To play a key role in equality impact assessments working closely with the Equality and Disability People Partner.
Oversee and implement a transparent ticketing allocation policy for limited disability seating
Compile and report back, on a monthly basis, feedback in relation to disability or accessibility
Work closely with the key staff to identify and rectify the most common issues reported.
To act as a key liaison on the Official Disabled Supporters Club
To take overall responsibility for meeting and greeting our Disabled Supporters on match days
Attend all meetings relating to disability and access when necessary, including Visit Football
Play a lead role in Visit Football and the Premier League Fans Survey to increase match day experience and therefore, our ratings
Attend Fans Forum meetings when applicable
Ensuring our disabled supporters have any facilities/equipment that they require on a matchday ensuring that audio commentary facilities are ready and available each match day
Continually monitor social media content, ensuring website and other sources of information are informative and correct
To be the main point of contact for EDSA with regards to any disability matters, working closely with our fan engagement team and providing support and assistance to any supporter club initiatives/activities.
To work closely with the SLO on all home and away games and non-matchdays
To oversee the disability guide and autism guide ensuring these are updating on an annual basis seeking support from the Equality and disability people partner as required
Play a full and active role in the equality, diversity and inclusion working group aiding the Advanced PL survey scores
Become fully competent in the Autism Charter and work with the Equality and Disability People Partner to provide training to staff as required.
To act as an autism ambassador at all times, playing a key role in the Clubs sensory room and matchday activities.
To act as our Disability away fan ambassador, ensuring that our disabled supporters have a great matchday experience
To liaise with other DLO’s and Clubs regarding matchdays arrangements for disabled supporters.
Develop relationships with external orgnaisiation such as CAFÉ, PL and Level Playing Fields.

Matchday responsibilities

Attend all memorable matchday meetings and be a key contributor to all fan engagement initiatives
To support the Head of Fan Services with Matchday observations as required providing key insight and suggestions into how we can continually look to improve the matchday experience for our disabled supporters.

Visit Football

To act as the main point of contact for the Visit Football programme which combines mystery assessor matchday visits with debrief sessions and written reports that contain suggested pathways for supporter experience development .
Arrange all debrief sessions
To act as the forefront of tracking changes and pushing forward new initiatives based on the information provided by the assessors.

Customer Service

To assist in the monitoring of fan feedback.
To help manage the process of ‘feeding’ back into the business, ensuring action points are acted upon.
To be responsible for any disability supporter communication that is sent to the Club via or ensuring all are responded to in line with the customer charter.
produce a monthly feedback report collating an overview of feedback from all areas of the business including Fan Centre contacts, Marketing surveys, Social media and Ownership and Participation events with a focus on disability and accessibility.

PERSON SPECIFICATION

Skills & Abilities
Essential / Desirable

Excellent organisational skills and the ability to work independently
A passion for inclusion, diversity and equality
Ability to produce accurate and timely data
Ability to perform routine functions with enthusiasm and adapt to change quickly
Good team player who can work on their own initiative
Ability to build sound working relationships across the business and with external parties through tactful and diplomatic communications skills
Excellent communication skills
Outstanding customer service skills
The ability to manage projects and deal with multiple priorities in a sensible well thought out manner
Flexible approach as the role will require match day working and occasionally out of hours

An intermediate knowledge of Microsoft Office
Basic qualification of BSL

Knowledge & Experience
Essential / Desirable

A basic understanding of the data protection act ( DPA )
Full knowledge of the Equality Act
Significant experience of working with people with disabilities
Demonstrate experience of working with external customers and fans
Experience of meeting and exceeding challenging targets that contribute significantly to organisational performance
Knowledge of the Everton Fan Base and the general operation of a Football Club

Previous experience in event operations
Experience of delivering training
An understanding of the UK Accessibility Stadia legislation
E&D knowledge of impact assessments.

Personal Attributes
Essential / Desirable

Being passionate about providing excellent customer experience through compliance.
Strong written, interpersonal and communication skills
Excellent attention to detail
A strong and keen interest in developing themselves and others
Sense of humour and a strong sense of team spirit
Willingness to work weekends

Qualifications
Essential / Desirable

GCSEs (or equivalent) in Maths and English at Grade C or above.

NVQ (or equivalent) in Customer Service.