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The FA

The FA

Customer Engagement Team Member (Casual Contract)


Role Type



Posting Date

Jan 6, 2023

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 across men'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, FA Women'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

We are excited to be searching for a pool of Casual workers to join our Customer Engagement team. You will be based at the iconic Wembley Stadium where you will act as an ambassador and would be working in a role that is dictated by customer and operational needs.

The successful candidates will need to be able to work well as part of a team, where you will likely fill key positions within general admission and hospitality functions of the Stadium. The Team Member's primary role is to provide world-class customer service to all spectators regardless of gender, religious beliefs, ethnic origin, sexual orientation, disability, or the team they support.

The Event Day Customer Engagement Team Members will need to be flexible with the needs of the organisation, with the majority of events either taking place on weekends or evenings. You will be required to attend an induction session before starting with the team.

Key Accountabilities

Welcoming visitors with a warm smile and providing a friendly helpful presence throughout the event.
Engaging with visitors ensuring a positive and memorable experience.
Answering customer questions and queries, providing accurate information and direction.
Ensuring the health, safety and security of all guests whilst providing exceptional customer service.
Support accessible guests with wheelchair push and chaperone service.
To be able to understand verbal and written instructions and communicate clearly with spectators.
To be smartly dressed, appearance should be neat and tidy and are always to wear the 'here to help' uniform supplied.
To show a strong level of understanding and be inclusive at all times, ensuring the right level of care and knowledge is provided to all guests.
Complete any other reasonable requests as instructed by the Customer Engagement Team Manager.

What we are looking for


Friendly and approachable with a positive attitude.
Outgoing personality with an empathetic and caring approach.
Excellent customer service skills and a willingness to go above and beyond.
Ability to work as part of a team.
Strong communication skills with wider team members and spectators.
Ability to work calmly 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.

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