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 on building a platform for long-term success part of which includes the opening of a new world-class stadium in March 2019
The Club is seeking to appoint an Investigations Coordinator to work within the Stadium Operations Team.
The investigations Coordinator /manager is the lead for all investigative processes involving misuse of tickets, steward reports, fan incidents and behaviours, both in the stadium and online.
This role is responsible for the coordination of all investigation files and is responsible in the decision making when implementing Sanctions and Club Bans.
The role demands excellent communication skills, critical thinking an objective and impartial approach to investigations on behalf of the Club.
This is a non-match day role and required to work Monday to Friday. There will be occasions where the post holder will need to be in attendance at events
Lead Investigative process with the club ticket office, identifying suspicious ticket purchases, devising, and implementing investigatory plan, analysing findings, and taking appropriate action including sanctions. Liaising with club’s Legal team where appropriate
Investigate fan complaints by gathering evidence including CCTV footage, steward reports, witness statements and police reports. Analyse and assess evidence and recommend/take appropriate action where required.
Investigate incidents of discriminatory language or behaviour on social media by fans, in line with the Club’s Sanctions and Banning Policy
Where appeal has been lodged following the implementation of a ban or a sanction, to prepare evidence and present the case at the appeal hearing
Review the steward incident reports, identify action points (i.e. investigations, training needs).
Maintain the administration report log and present weekly to the Senior Safety officer
Be a single point of contact for police for post-event investigations
Drive incident reporting process improvements by adopting technology
Support the criminal process and attend court with stewards to provide support when required.
Prepare match day investigation action plans including purchasing tickets from unauthorised sources to identify original purchasers and touts
Work closely with the ticket office, Safety team & Supporter Liaison Officer to provide a consistent approach to the Clubs Sanctions and banning policy
Support colleagues on agreed projects and ad hoc duties as and when required within the safety departments
Thinks ahead, generates innovative ideas
Values & respects others, builds relationships, collaborates
Gets things done, delivers to highest of standards, takes responsibility
Exceptional organisation skills, including the proven ability to manage a varied workload
Ability to undertake an investigation in a fair and objective manner, with factual outcomes based on evidence presented/ available
Skilled communicator, both written and oral with a range of internal and external stakeholders
Flexible approach to work with a proven commitment to teamwork.
Flexible attitude to working hours as on occasion will be required to work on an event day
Ability to plan and organise work and prioritise to meet objectives within specified time constraints.
Sound general administration and record keeping skills.
Skills & Experience
Must be educated to minimum A level or equivalent, or have relevant significant industry experience
Good level of numeracy and literacy
Must hold a CCTV licence (can be gained once in post)
Experience of working a major sporting event, ideally in ticketing compliance
Experience in investigation and analytical processes
First class IT skills including a strong working knowledge of all Microsoft applications.
Investigative questioning to build the case for sanctions