JOB DESCRIPTION

Job Title:

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Deputy Head Steward (Accessibility)

Department:

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Stadium

Hours:

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Match days

Responsible to:

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Steward Manager

DBS Required:

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Yes

Role Summary

Work directly with the Head Steward to provide effective and efficient leadership and organisation of the accessibility stewards on match days at Goodison Park.
Working on match days providing a safe and friendly environment and offering support and guidance to disabled supporters. Working part of a large team of Accessibility Stewards, you will play a key role in ensuring home and away disabled supporters have the best match day experience possible.

Key Responsibilities

General Responsibilities
  • Meet and greet disabled fans upon arrival
  • Provide care and assistance to disabled supporters
  • Provide assistance to seats inside the stadium
  • Giving directions to disabled people to appropriate entry gates.
  • Provide care and assistance to all disabled supporters when required
  • Assist with refreshment seat service
  • To understand general responsibilities towards the health and safety of all categories of spectators, (including those with disabilities and children), other stewards, ground staff and themselves
  • To assist in the safe operation of the ground, not to view the activity taking place
  • To assist the emergency services as required
  • Once fully trained provide basic emergency first aid
  • To respond to emergencies, (such as the early stage of fire), to raise the alarm and take the necessary immediate action
  • Promote an inclusive, positive, supportive and welcoming image of the club at all times
  • To undertake specific duties in an emergency or as directed by the safety officer or the appropriate emergency services office
  • Ensuring safe crowd flow at all times

  • Supervising access to accessible toilets for disabled people.
  • Assisting access to lower counters at catering and other concourse facilities.
  • Provide assistance in the car park for disabled supporters
  • Provide assistance and supervise passenger lifts for disabled supporters
  • Help supporters get through turnstiles and pass gates and to their seats inside the stadium
  • Pick up, deliver, and set up audio headset equipment for visually impaired supporters.
  • After games provide assistance in the car park to ensure supporters safely leave the Stadium.
  • Take part in disability awareness and safeguarding training.
  • In the absence of the Head Steward manage the pool of accessibility stewards engaged at Goodison Park.
  • To have an excellent working relationship with the Head Steward and Stewarding Manager for all resourcing and equipment requirements.
  • To ensure that the stewarding operation is professional and customer focussed at all times.
  • To assist in dealing with all staff welfare and discipline matters, reporting to the Head Steward and stewarding manager.

PERSON SPECIFICATION

Skills & Abilities
Essential / Desirable
  • Strong decision making, organisational, planning, prioritising and problem solving skills
  • Time management skills
  • Strong customer service skills
  • Ability to work well in a team
  • Drive, enthusiasm, and passion for the brand
  • Able to use your own initiative
  • Excellent interpersonal and communication skills
  • Can perform under pressure in an ‘always on’ environment and operate in a fast-moving environment
  • Understanding and commitment to the Club’s Equality Policy and ability to promote anti-discriminatory practice.
  • Experience in leading and managing a team
  • Ability to challenge constructively where needed.
  • Problem solving capability and conflict resolution.
  • Ability to effectively manage customer & staff relationships, promptly respond to queries, ensure promises are keptand manage expectations.

Knowledge & Experience
Essential / Desirable
  • Working in a high-pressure environment
  • Proven track record in; event, arena, stadium, public, entertainment safety management.
  • Proven experience in people management.
  • Experience of stewarding/steward management at major events
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  • Knowledge of the Everton Fan Base
  • Experience working with disabled supporters or customers would be advantageous

Personal Attributes
Essential / Desirable
  • Smart and able to represent Club in extremely positive image.
  • Ability to ensure confidentiality of information.
  • Accurate with an excellent eye for the smallest details
  • An efficient, organised and flexible approach.
  • A commitment to providing outstanding service.

Qualifications
Essential / Desirable
  • Demonstrate excellent standard of spoken English
  • NVQ level 2 in spectator safety
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  • First Aid qualification

GENERAL RESPONSIBILITIES

General Responsibilities
Employee Relations
To make suggestions to improve the working situation and contribute to positive employee relations within their area of work and Everton Football Club.
Health & Safety
To take reasonable care for the health and safety of yourself and other employees and members of the public who may be affected by your acts or omissions at work.
To comply with all aspects of the Everton Football Club Health and Safety Policy and Arrangements, to enable the Company to perform its civil and statutory obligations in relation to Health & Safety.

Customer Service

Identify and meet the needs of colleagues and our customers, focusing on initiating and welcoming contact and communication whilst striving to deliver first class customer service.
Recognise potential complaint situations and make effective steps to avoid and/or resolve these situations.
Team Work
Ensure effective communication within your work team and across the Company whilst actively offering support and guidance as necessary.

Equal Opportunities and Harassment

To cooperate with measures introduced to ensure there is equality of opportunity in employment. To ensure understanding, awareness, and compliance with the Company’s Equal Opportunities Policies.
To ensure that the working environment is free of sexual and racial harassment and intimidation and any other form of harassment constituting unacceptable behaviour which is personally offensive.

This document is a guide only and should not be regarded as exclusive or exhaustive. It is intended as an outline indication of the areas of activity and will be amended in the light of changing needs of the organisation.

All employees may be required to undertake any other duties as may be reasonably requested.