Assistant Disability Access Manager

Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London.


Led by the late great Bill Nicholson, the Club became the first in England to win the League and FA Cup Double in 1961, and the first in the UK to win a European Trophy two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.


In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts, and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.


The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.


Tottenham Hotspur has:

A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad.
A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent.
Commercial partnerships with globally recognised brands including AIA Group Limited (AIA), one of the world’s leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company.
A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040.
An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health, and social inclusion programmes.


JOB PURPOSE

The Club is seeking an Assistant Disability Access Manager to pro-actively support the Disability Access Officer in delivering a “best in class” experience to supporters and guests with access requirements, with a focus on utilising the latest technology and digital software available to the Club to create a seamless fan journey.


This is an exciting new role for an individual with a passion for accessibility and customer service. Sitting within our Supporter Engagement team, the Assistant Disability Access Manager will be personable, driven and enthusiastic, with a passion for always delivering the highest standards of service in a fast-paced and dynamic environment.




KEY RESPONSIBILITIES

Act as a point of liaison for access supporters at matches and events, including home, away and third-party events at the stadium to ensure the best possible visitor experience
Support the Disability Access Manager in developing and delivering a best-in-class service for all supporters and guests with access requirements
Manage the Club’s Disability Access Scheme, including overseeing the administration of new supporter applications, using the Club’s ticketing management software, supporting and streamlining the access ticket sales process for all Matches/Events, as well as access Season Tickets and Memberships
Maintain a strong knowledge of the latest and developing technology for accessibility supporters and guests
Managing all elements of the Clubs existing software and CRM systems when coordinating the Disability Access Scheme
Identifying and implementing any new and emerging technology and/or applications that will help to further enhance our services to supporters and efficiencies in Club operations
Manage a telephone service during peak periods to resolve queries and manage issues for all enquiries associated with the Club’s disabled supporters
Produce access communications for disabled supporters and visitors across all Club media portals (such as the Club website, Ask Spurs and printed publications), ensuring information is available in accessible formats





PERSON SPECIFICATION

Customer focussed with exceptional customer service skills
Ability to embrace new technologies and ways of working
Excellent communication (written and oral) and interpersonal skills – the ability to communicate effectively with stakeholders at all levels
Highly self-motivated with the ability to motivate others
Enthusiastic and willing to be flexible in approach to achieve desired outcomes
Pro-active and engaging
Strong 'can do' approach
Able to remain calm under pressure
Rigorous attention to detail
Key promoter of “The Spurs Way” values - Dare, Drive and Respect
Willing to self-evaluate and work towards continuous improvement
Commitment to equality, diversity and inclusion
Extremely well organized with the ability to perform under tight deadlines
Ability to follow clear policies and procedures to ensure the smooth and efficient operation of the matchday


SKILLS AND EXPERIENCE

Practical knowledge of existing legislation including the Equality Act 2010, accessible stadia guidance (e.g. CAFE and UEFA Access for All and the UK Accessible Stadia Guide) and new legislation and good practice guidance is desirable
Experience in a relevant supporter/guest services role
Experience of working with disabled supporters/customers and meeting accessible requirements and needs
Digitally proficient with a good knowledge of the latest digital technology
Strong knowledge and experience of using CRM systems
Strong communication and presentation skills
Proficient in the use of a telephone handling systems and PC & MS Windows based computer applications


Safeguarding is fundamental to the success in all that we do. Successful candidates are to be reminded they would be subject to various background, DBS and reference checks for this role.


Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, or ethnic and national origins, religion or belief, or sexual orientation.