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    Customer Services Assistant

    The Club is searching for a Customer Services Assistant to work within a team of four, handling any and all enquiries from our fans and patrons in a helpful and informative manner. 

    The position will involve interacting across the full spectrum of our supporter base whilst managing a wide range of issues affecting those fans, including the escalating number of enquiries and questions concerning the Club’s new stadium, scheduled to open in 2018.

    The successful candidate will have a background working in a high volume customer services environment, ideally within a ticketed events arena. They should also have impeccable writing skills, and remain courteous at all times, both in written and verbal interactions with supporters. An understanding of the supporter journey and current supporter politics will be seen as extremely advantageous.

    The position is being offered on a 12 month, fixed-term basis and will be based at the Club’s headquarters in Lilywhite House (N17). Weekend work will occasionally be required pending by the volume of enquiries and matchday schedule, but will be shared within the team.

    A full person specification is available below. 

    To apply, please send a one-page cover letter and an up-to-date CV to commsrecruitment@tottenhamhotspur.com before 28 September at 4pm BST. Your cover letter should include information on your salary expectations.

    Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, colour or ethnic and national origins, religion or belief, or sexual orientation. The successful candidate will be required to complete and pass a DBS check.

    JOB PURPOSE

    To provide comprehensive and high level customer service to all supporters and patrons, across a range of mediums, with a strong focus on ticketing assistance.

    KEY RESPONSBILITIES

    • Manage a high volume of inbound correspondence (email and white paper) to the Club relating to  all “front of house” supporter issues through MS Outlook and Zendesk.
    • Work closely with the ticketing team to provide assistance with any issues arising from ticketing sales.
    • Interrogate the ticketing database to ensure all complaints are fully investigated and resolved – highlighting any core issues that can prevent additional problems
    • Ensure the Club’s interactive information portal “iSpurs” is reflective of current supporter questions and accurate in automated responses to correspondence.

    PERSON SPECIFICATION

    PERSONAL ATTRIBUTES

    • Thinks ahead, generates innovative ideas
    • Values & respects others, builds solid relationships, collaborates within the team
    • Gets things done, delivers to highest of quality standards, takes responsibility
    • Able to manage relationships with a number of internal and external stakeholders.
    • Committed, hardworking, with a flexible approach
    • Able to work effectively both on their own and within a team
    • Able to remain calm under pressure
    • Organised and methodical
    • Committed to Equality & Diversity

    SKILLS & COMPETENCIES

    • Demonstrable experience of working in a customer services environment and communicating with a wide range of customers and stakeholders
    • Demonstrable experience working with an event ticketing system, preferably Venuemaster
    • Experience composing unique correspondence in a pressured environment
    • Excellent English language and letter-writing skills
    • Experience composing bespoke responses to feedback from a wide variety of sources
    • Competent in relevant IT systems including Microsoft Office applications (Word, Excel and PowerPoint) and Share point
    • A practical understanding of supporter’s involvement and the journey at one of the top 20 clubs in the world
     

    Academy Driver

    The Academy is looking for a Minibus Drivers to form part of the Academy Transport team at our Enfield Training Centre.

    The primary function will be to transport the Academy Scholars (16-21 year-olds) from their Host Family accommodation in the Enfield/Cheshunt areas to our Enfield Training Centre. From time-to-time there will also be airport transfers and Day Release pick-ups from local schools or train stations.

    Timings

    For Academy Scholars, first pick up is approximately 6.30am in Enfield, Northaw, Cheshunt or Winchmore Hill, collecting a number of boys on a 9-seater minibus, before arriving at the Training Centre between 8.00-8.30am. Morning runs are from Monday to Saturday (the timing of the Saturday run will depend on whether the fixture is home or away).

    The evening run leaves the Training Centre at 6.00pm on a Monday, 5.00pm Tuesday to Thursday, and 3.00pm on a Friday. On Saturday there are three full-time boys who require transport back to their Host Family (the timing will depend on whether the fixture is home or away).

    Drivers are employed on a casual basis, and are paid on an hourly rate (approximately 16-24 hours per week with occasional extra hours).

    Day Release transport would typically be between 1.00-2.00pm, Monday to Thursday, and this would be shared between the Transport Team, as would airport transfers.

    Remuneration

    Mini Bus Rate

    HOURLY RATE

    Standard

    £10.50 per hour

    Unsociable (0:00 – 06:00)

    £17.50 per hour

    Please click here for a full Job Description.

    If you have a full, clean driving licence, are skilled at working with young people, and are looking for a part-time job and these hours are suitable to you, please download the application pack by clicking here. Once complete, please email it to academy@tottenhamhotspur.com or post to Nick Boulli, Tottenham Hotspur Academy, Hotspur Way, Enfield, EN2 9AP.

    This role will have regular contact with children and it is therefore required by law to have a DBS Enhanced Criminal Record Check with children’s barred list check.

    Interview dates: Flexible, to be arranged once application is received (applicants who are successful at interview will be required to complete a Practical Driving Assessment through the club before being offered the role)

    Recruitment Officer

    CONTRACT: £25,000pa, 12-month contract, full-time                     

    DEPARTMENT: Employment & Skills, Tottenham Hotspur Foundation       

    REPORTS TO: Employment & Skills Manager

    LOCATION: Tottenham

    APPLICATIONS DEADLINE: 20 September 2017

    Job Description

    At the Foundation, we create opportunities that change lives of those living in our local community.  We work with a wide range of age groups from primary school children and their parents to older people living in sheltered accommodation.  However, education and employment opportunities are at the heart of what we do.

    Through our strong links with local educators, employers and government, we work with young people of all ages, helping them through one-to-one Information, Advice and Guidance, courses and placements, to overcome barriers to work, gain qualifications and experience and progress on to employment and/or education.

    The role involves engaging and working with local and partner employers to identify and agree opportunities for jobs, apprenticeships and work placements for our participants.  This may be through conducted skills needs analyses with the organisation and agreeing the support the team can provide.  The role also involves pre-screening applicants for these opportunities and providing support to them and their employment adviser to help them progress into these opportunities.  Events are often arranged to which we invite employers to showcase their recruitment opportunities and promote their community work.

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    DOWNLOAD AND READ THE FULL JOB DESCRIPTION HERE

    To apply, please send your CV and a Covering Letter to Tara.Tewarie@tottenhamhotspur.com

    Closing date: 20 September 2017

    Interview dates: 27 and 28 September 2017

    Start date: ASAP

    Due to the volume of applications we are unable to respond to candidates individually and only candidates successful in securing an interview will be notified.

    Global Coaching Casual Coach

    DEPARTMENT: Global Coaching

    REPORTS TO: Global Coaching Manager

    LOCATION:

    Internal – Lilywhite House, 782 High Road, London N17 0BX /

    External – Various Domestic & International Programmes

    DEADLINE: 4pm, Friday 15 September 2017

    Tottenham Hotspur is a world-famous football club based in North London. Off the pitch, the Club has a strong and successful business model centered around building a platform for long-term success, which will include a new world-class stadium currently under construction.

    The Club operates out of multiple sites, including its newly renovated Headquarters at Lilywhite House N17, where the Global Coaching] department is based.

    The Club is seeking a Global Coaching Casual Coach to prepare and deliver a variety of high quality coaching sessions based on the Club’s philosophy to children and adults from the ages 3 – 18+. To work at designated locations (such as player development centres, domestically and internationally, schools, colleges and elite sports centres).

    The selected individual will work on a casual basis across both the domestic and international side of the business. The casual coach will be flexible and will be required when called upon for travel/short-term stays within designated regions.

    Key Responsibilities

    • To ensure/manage delivery of high quality coaching sessions (practical & theory based) to a variety of audiences
    • To work effectively with Club partners and maintain relationships with customers
    • To create/provide a safe learning environment for all players
    • Represent the Club in a professional manner in line with the Club code of conduct
    • To have extensive knowledge of the Club’s coaching philosophy
    • To manage mixed ability/gender sessions

    General Responsibilities

    • Compliance with Club policies
    • Compliance with the Club’s health and safety procedures
    • To undertake such other duties as may be reasonably expected
    • To maintain professional conduct at all times

    Key Relationships

    • Liaise with administration staff for course registration/payment details
    • Domestic partner facilities and supervisors
    • Domestic youth football clubs
    • International Club partners and sponsors
    • Domestic and international registered participants

    Essential Criteria

    • Minimum FA Level 2 qualified
    • Experience of leading football specific sessions
    • Experience of working with children and adults aged between 3 – 18+
    • Hold a current Safeguarding Children certificate
    • Hold a current Emergency First aid certificate

    Desirable Criteria

    • FA Youth Module qualifications
    • Experience of working with children within a school setting
    • Experience of coaching in an international capacity
    • Experience of coaching within a professional football club environment
    • Hold a valid driving license

    The position will involve working irregular hours (e.g. evenings / Saturdays / Sundays / Bank Holidays) so a flexible candidate is sought.

    To apply, please send a CV and covering letter of no more than one page to soccer.schools@tottenhamhotspur.com, with the job title in the subject line, before Friday 15 September 2017 at 4pm. In your cover letter, please outline your coaching availability and where you heard of the vacancy.

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