JOB DESCRIPTION

Job Title:

Hours of Work: /

Apprentice Fan Services Administrator

30 per week

Contract:

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Fixed term, duration dependant on level of qualification

Location:

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Goodison Park

Responsible to:

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Head of Fan Based Services

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Role Summary

To provide excellent administration support to the Head of Fan Based Services and be actively involved in engaging Everton Football Club’s fan base.
The candidate will be required to take responsibility for a variety of administrative duties as well as assisting with the co-ordination and delivery of a variety of fan engagement activities.

Key Responsibilities

Administration Responsibilities
  • To support the planning and co-ordination of fan engagement activities.
  • To be responsible for opening and distributing correspondence of a daily basis as well as sending out or responding to where appropriate.
  • To be the primary point of contact within the Fan Based Services team, responding to and dealing with email and telephone enquiries, or escalating where appropriate.
  • To develop and maintain spreadsheets or databases containing various data, such as Match Day Observation checklists.
  • To attend and support the Head of Fan Based Services at meetings and events and note taking as required.
  • Responsibility for maintaining and replenishing stationary & office supplies.
  • Other general administration support including but not limited to: photocopying, filing and word processing.

Match Day Responsibilities
  • To support in completing Match Day observations to measure the level of customer satisfaction across all of our Fan ‘touch points’.
  • To assist the Head of Fan Based Services in handling complaints and putting supportive arrangements in place.
  • To have an active role in a variety of fan engagement activities.

Visit Football
  • To provide general office support to the Supporter Liaison Officer.
  • To support the Supporter Liaison Officer with the set-up of meetings and events.

Other Responsibilities
  • Candidates are required to be flexible as the role will involve working at weekend and evening Match Days and at a variety of events.
  • To undergo any training required in order to perform duties effectively.
  • To undertake any other duties or one off tasks at the reasonable request of the Supporter Liaison Officer or the Head of Fan Based Services.
  • Maintain confidentiality in all dealings.
  • Maintain knowledge of Company policies, procedures and processes.
  • Take responsibility for personal performance and the development of personal skills to ensure the required skills, knowledge and competence to fulfil the role.
  • Encourage and promote the values of Everton Football Club and to comply with the required standards of conduct and so promote the Club within the community by acting with integrity and honesty.
  • Promote, adhere to and implement the Club’s Equality and Diversity Policy and to work consistently to embed equality and diversity within Club.
  • Ensure that all work is completed in a priority basis, and work meets a high degree of professionalism, quality and standard.
  • To attend team meetings as required.
  • To continually look for ways to develop and improve standards of customer service within Fan Services.

Educational Responsibilities

The successful apprentice must be committed to attending a nominated place of training 1 day per week throughout the programme to gain Level 2 or 3 Diploma in Business Administration.

PERSON SPECIFICATION

Skills & Abilities
Essential / Desirable
  • Excellent communicator, both written and verbal, who places high value on attention to detail.
  • Computer literate (with strong abilities on Word, Excel and ideally Database knowledge and application).
  • Strong administration, organisational and planning skills.
  • An ability to adapt quickly, be flexible in the face of change and solution orientated.
  • Ability to remain calm under pressure.
  • Ability to anticipate and prioritise diverse workload, managing work, time and resources cost-effectively.
  • Flexible approach, with ability to work alone and as part of internal and external teams.
  • Excellent inter-personal skills with an ability to build rapport and positive relationships with all levels of an organisation.

Knowledge & Experience
Essential / Desirable
  • Knowledge of computer programs i.e. Microsoft.

Personal Attributes
Essential / Desirable
  • Enthusiastic, motivated and eager to learn.
  • Good team player who can work on own initiative.
  • A professional business attitude with a proactive “can-do” approach to work.
  • A strong understanding of good customer service delivery.
  • Enthusiastic and committed to the delivery of the best match day experience for the Club’s supporters.

Qualifications
Essential / Desirable
  • 5 GCSE’s at grade A*-C (or equivalent)
Namely Maths, English. /
  • Level 1 or 2 in ICT

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 as a whole.
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.

Self-Development

To take responsibility for your own development and to help realise your own potential by undertaking any necessary internal or external training sessions in accordance with the Company’s Performance and Development Review Policy.
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.