Job Title: Premium Administrator

Department: Commercial

Reporting: Premium Services Manager

Location: Vantage London

Closing Date: 10 March 2025

Brentford FC is a bit different to other Premier League football clubs. We put our fans first, we are a true community club and while we are financially sustainable, we are not afraid to take calculated risks. We take huge pride in our environment and culture within the Club which focuses on development, inclusion and not being afraid to think differently.

Being progressive, humble and respectful while sticking together as one team across the Club guides how we work and the decisions we make each day.

We also firmly believe that a diverse workforce is a better workforce which will help us develop ideas, solve problems and ultimately grow Brentford FC.

We play in a brand-new stadium, 15 minutes from Heathrow in vibrant west London.

We will never forget where we have come from, but we are excited about the future that lies ahead.

Come join us.

Inclusion Statement

Brentford FC is an organisation which values and is passionate about diversity and inclusivity. Whilst our recruitment decisions are always based on merit and suitability, we welcome and encourage applications from qualified candidates, including those from underrepresented groups – such as those from ethnically diverse backgrounds, women, those from the LGBTQ+ community and those with disabilities. Should you require any workplace accommodations (also known as ‘reasonable adjustments'), you will have the opportunity to let us know at the appropriate points in the hiring process.

Safeguarding Statement

Brentford FC is committed to equality, the safeguarding and welfare of all children and adults at risk. This responsibility is shared by all staff and volunteers at the Club, safeguarding is everyone’s responsibility. Staff will be required to undertake regular safeguarding training to enable and reinforce a proactive approach to safeguarding. This role requires the post holder to apply all relevant policies and uphold the Club’s commitment to safeguarding vulnerable people to ensure a safe environment for all. This includes the timely reporting of any safeguarding concern to the safeguarding team. We remind those barred from regulated activity that it is an offence to apply for such positions.

Please note that where appropriate for the role, you will be required to complete additional background checks such as Disclosure and Barring Service (DBS) checks and police checks for any time you have lived or worked outside of the UK in the last 10 years. You can find out more about this at https://www.gov.uk/dbs-check-applicant-criminal-record

Please also note that a CV application will not be sufficient. Applications will not be considered where the application form has not been completed in full.

If the role you are applying for involves regulated activity and you have been shortlisted for a first stage interview, you will be asked to fill out a Declaration of Offences Form.

The Role of the Premium Administrator

The Premium Administrator will be the first point of contact, via email, phone and sometimes in person, for all Premium related enquiries in to the Club. They will act as internal ‘triage’; using their knowledge of the business and the people within it to properly manage individual and group enquiries. This role is an external-facing role and requires someone with a desire to help people, first and foremost. There will be enquiries relating to, but not limited to, ticketing; Premium Seat holder account managing, dining upgrades, refunds, seat-moves, local area information.

This role will require engaging, supporting and collaborating with multiple business stakeholders including liaision with our operations team, catering partner and other key members of staff to ensure the successful planning and delivery of our premium areas on Brentford FC matchdays.

This permanent position will report into the Premium Services Manager and will be responsible for the day to day contact with our Premium Seat Holders

The successful candidate will have a proven strong track record in customer services, ideally in a similar role managing a premium scheme.

Main Accountabilities

• Day to day customer service of Premium seat holders
• Regular contact over the phone and email with Premium seat holders
• Handling customer feedback ensuring full customer service satisfaction
• Daily reporting of figures for Premium team and management
• Management and promotion of restaurant bookings (where appropriate)
• Match-day preparation (itineraries, table plans, menus)
• Trouble-shooting any issues and dealing with client queries
• Work collaboratively with other teams across the business and with external resources and organisations to ensure clarity of responsibilities, manageable workloads, and a happy teamworking environment.
• Attend planning and debriefing sessions as per management requirement

General Club Accountabilities

• To ensure compliance with all relevant Club policies, including health and safety policies and with specific reference to the data regulations.  
• To ensure compliance with all relevant legal, regulatory, ethical, and social requirements.  
• To ensure compliance with the Club’s Safeguarding Policy and processes.  
• To ensure compliance with the Club’s Code of Conduct policy.  
• To promote equity, diversity and inclusion at the Club, in line with our EDI strategy’ 
• To build and maintain good working relationships both internally and externally, maintaining a professional image at all times when representing Brentford FC 
• To keep confidential any information gained regarding the Club and its personnel.  
• To maintain a flexible approach to work at all times.  
• Any other relevant tasks and duties as directed by your line manager

Key Internal Relationships  

• Commercial 
• Campaigns and Promotions 
• Venue Operations 
• Fan and Community Relations 
• Communications 

Person Specification - Essential Characteristics

• Strong interpersonal skills and demonstrated ability to work well with people from different teams within an organisation (and externally as required) 
• Excellent written and spoken communication skills are essential 
• Experience in a similar customer service role 
• Previous Salesforce (or similar CRM system) an advantage 
• Previous Ticketmaster (or similar ticketing system) an advantage 
• Competent with Microsoft Office packages, particularly Word and Outlook 
• Uses initiative with minimal supervision 
• Dedicated to the quality and accuracy of projects from inception to completion 
• Ability to manage a heavy workload with strict deadlines and willing to work additional hours where required to support key events 
• Excellent organisational skills 
• Flexible and willing to take on ad-hoc tasks 

Person Specification – Desirable Characteristics

• Experience of the football industry ideal but not essential 
• Knowledge of the hospitality industry 
• Relevant GDPR data related knowledge