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Jobs with The Football Association

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The Football Association is recruiting with Leisure Opportunities
star job
Competitive Salary
Job location: Wembley, UK
Job description:
Our Organisation:

The Football Association (The FA) is the governing body of football in England.

We are responsible for promoting and developing the game at all levels; from grassroots through to the professional game, The FA Cup and the England International teams, and has two core assets: Wembley Stadium and St George’s Park.

Overview of the role:

The Tour Operations Executives will provide support to the Tour Operations Manager and coordinate the day-to-day running of the stadium tour experience.

Key responsibilities include:

-Co-ordinating the day-to-day FOH Operation from both a casual workforce and tour visitor perspective including delivering and updating daily schedules and maintaining the operational calendar
-Oversee and carry out all delivery aspects including front of house, routing, ticketing sales, admissions and signage.
-Ensure that tour guides and support staff are in place and are working together to deliver the best possible tour experience at all times.
-Co-ordinating and circulating appropriate staff rotas (guides and tour support).
-Maintain and manage day-to-day FOH systems including smart guide, e-ticketing and scheduling system as well as ensuring that tills are ready for opening each day.
-Co-ordinating key administration changes and updates to the online ticketing platform as required ie. price changes, new offers/promotions, calendar updates, opening/closing tour slots.
-Responsible for banking and cashing up as required.
-Monitoring Tours email inbox and responding to customer queries in a timely manner.
-Managing day to day communications with 3rd party suppliers.
-Providing support to the wider Tours team as required which may include representing Wembley Stadium Tours at group and travel trade shows.
-To comply with any reasonable instruction issued by your line manager.
-Execute additional tasks as required in order to meet FA Group changing priorities.

What we are looking for:

Essential

-Proven experience in an operational role or relevant position
-Experienced in managing daily, weekly and monthly schedules
-Experience checking banking and cashing up
-Proven experience of managing a casual pool team in a customer facing environment
-Proficient in English (oral and written)
-Experience with Microsoft Office suite (proficient in Word, Excel and Outlook)
-Experience with relevant software solutions in an operational environment (e.g. ticketing system, scheduling system, till system)
-Strong numeracy skills
-Strong administration skills with an eye for detail
-Strong communication and people skills -Highly organised
-Experienced in delivering an excellent level of customer service
-An effective team player with a positive, ‘can-do’ attitude

Desirable Skills

-Tourism/Leisure experience
-Experience of working with online ticketing systems would be an advantage but not essential as training would be given

What we can offer:

-An exciting and challenging role within a changing, dynamic and world-renowned sports organisation.
-Attractive benefits and a competitive salary for the right candidate.

The Football Association Group promotes inclusion and diversity and welcomes applications from everyone. If you have any particular requirements in respect of the recruitment or interview process please mention this in your covering letter
The Football Association is recruiting with Leisure Opportunities
star job
Competitive Salary
Job location: Wembley, UK
Job description:
Our Organisation:

The Football Association (The FA) is the governing body of football in England. We are responsible for promoting and developing the game at all levels; from grassroots through to the professional game, The FA Cup and the England International teams, and has two core assets: Wembley Stadium and St George’s Park.

Overview of the role:

To proactively manage the Stadium Tour Operation in order to deliver the best possible tour experience at all times. The post holder will oversee Wembley Stadium tour operations ensuring a first class delivery of the tour experience for visitors.

Key responsibilities include:

Responsible for the operational delivery of The Stadium Tour:

-Proactively manage the Stadium Tours operations team and ensure the tour is fully operational during opening hours
-Proactively manage the relationship with the Stadium Operations, security and safety teams
-Manage access and control of visitors on tours/security on the tour route
-Proactively manage third-party relationship including smart guide, e-ticketing and call centre
-Ensure the end to end visitor experience on the tour is world class; ensure that this is continuously reviewed and revised to ensure relevance
-Organise and hold regular team meetings to share department information, updates and to maintain a high level of communication at all times


Other

-Help identify and exploit new revenue opportunities for The FA
-Execute additional tasks as required in order to meet FA Group changing priorities

What we are looking for:

Essential

-Proven experience in a relevant level operations role within a large footfall visitor attraction
-Knowledge of a stadium/tours environment
-Familiar with safety and operational guidelines
-Experience of leading a small team and/or a casual pool
-Demonstrable experience of continuously improving the customer experience
-Highly organised with strong problem-solving skills
-Demonstrable experience of dealing with live customer issues in a productive way
-Demonstrable experience of leading change and process improvement in order to find efficiencies
-Experience proactively managing relationships with 3rd party suppliers
-Ability to build productive lasting working relationships with internal and external stakeholders

Desirable Skills

-Tourism and leisure experience within a stadium environment
-A good understanding of the sports marketplace particularly football
-Familiar with e-ticketing systems

What we can offer:

-An exciting and challenging role within a changing, dynamic and world-renowned sports organisation.
-Attractive benefits and a competitive salary for the right candidate.

The Football Association Group promotes inclusion and diversity and welcomes applications from everyone. If you have any particular requirements in respect of the recruitment or interview process please mention this in your covering letter
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