The FA

The FA

Customer Engagement - Sensory Room Supervisor


Role Type



Posting Date

Apr 6, 2022

Role description

Our Organisation

The Football Association [The FA] is the not-for-profit governing body of football in England. It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and generates significant revenue to support investment into English football each year.

The FA oversees England international teams acrossmen's, women's, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup, Barclays FA Women's Super League, FAWomen's Championship, and Vitality Women's FA Cup, and the world-class facilities of Wembley Stadium and St. George's Park,all with a purpose to Unite the Game and Inspire the Nation.

The Role

Support the event day activity of the Wembley Stadium Sensory Rooms. Act as the link between stadium operations (such as crowd safety, DNC and medical and safeguarding), the wider Customer Engagement team and the guests accessing the room, supporting guests (children and adults) to have a positive experience whilst attending Wembley Stadium.

Key Accountabilities:

Host the Wembley Stadium sensory rooms, providing support to guests and their parents and/or carers, who may present with a variety of disabilities and/or complex care and support needs. (note: the role will not provide any personal care or support)
Review the pre-event documentation relating to event risk assessments, safeguarding plans, stadium operations, and sensory room equipment and guest information prior to each event, ensuring you have considered relevant detail and information in preparation for the event and facilitation of the sensory room.
Maintain all equipment in the sensory room, checking that the rooms function appropriately through pre-event and in-event checks and reporting any issues or incidents to the Customer Engagement Manager, Event Control and/or Facilities Management as required.
Ensure a guest register of arrival and departure from the Sensory Room is completed and maintained.
Introduce guests to the stadium and the space, introduce and demonstrate equipment within the space and ensuring guests are comfortable with the usage of it, assisting and guiding them to access the facility and equipment as required.
Be the voice of the stadium in the space, dealing with issues and escalating queries or problems to the Customer Engagement Manager, Event Control engaging Medical and Safeguarding support as required.
Ensure that all Safeguarding issues are reported in line with Wembley Stadium Policies and the specific Event Safeguarding Plan, liaising with the Stadium Safety Team and Event Safeguarding Advisor.
Be the main point of contact for guests on matchday, meeting guests on arrival, assisting them with wayfinding, catering, and any other ad-hoc requests and handling low level complaints through to conclusion, as far as possible during the event, escalating more serious complaints.
Ensure guests are comfortable and that their needs are being met in the space as far as is reasonably practical, liaising with other departments as to address any issues as required.Complete post event review documentation is relation to sensory room operations.
Attend all relevant training as required, including Sensory room equipment training, safeguarding, HS etc…
Executes additional tasks as required in order to meet FA Group changing priorities.
Comply with all company policies and procedures to ensure the highest standards of health, safeguarding, safety and wellbeing can be maintained.

What we are looking for:


Understanding of accessibility requirements for children and adults with a range of disabilities and care and support needs
Understanding of the Equality Act 2010 and the obligations on businesses and awareness of practical implementation


Experience of working directly with adults and children with a range physical and learning impairments / isabilities and care and support needs.
Experience and working knowledge of sensory equipment and its use with children and adults
Experience of handling safeguarding concerns when working with children and adults and a working knowledge of issues which can arise when working with these groups, including how to recognise and report safeguarding concerns

Technical Skills:

Ability to communicate clearly and calmly with a range of different stakeholders, including parents and carers
Empathetic and patient, awareness of best practice when working with those who may present with a range of different access requirements and behaviours.
Able to handle multiple differing priorities under pressure

What we can offer you

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

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 application.

Closing: 30 April 2022

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