London Stadium jobs in London

Overview
To provide front-line, customer-facing operational support across the site. The Customer Support Officer will ensure all pitch users are directed correctly, sessions run smoothly, facilities are maintained to a high standard, and any customer issues are resolved promptly and professionally. They will also provide directional support on busy match days.

Key Responsibilities:

Pitch Operations and Booking Support (Primary)

• Be the main on-site point of contact for all pitch-related issues and customer queries.
• Manage and monitor pitch allocations, ensuring teams and groups are:
• Accessing the correct pitch at the correct time
• Moving on and off pitches promptly to avoid overruns and conflict between bookings
• Maintain a professional presence in customer areas, providing reassurance and clear guidance at all times.

Facility Checks and Standards

• Conduct regular checks across pitches and high-traffic customer areas, including:
• Goalposts, nets and general pitch equipment
• Playing surfaces and surrounding areas (hazards, cleanliness, damage)
• Identify and report maintenance issues immediately (e.g., surface damage, lighting faults, unsafe equipment, water leaks, access issues), ensuring they are logged and escalated.

Matchday Support and Customer Guidance

• Be on hand during matchdays to support visitors by:
• Directing customers to the correct areas (pitches, stadium, bars, hospitality, changing rooms, turnstiles, stands etc.)
• Assisting with access and entry queries, including where to go and how to get in
• Providing a calm, professional presence to improve the overall customer experience

Access, Keys and Security Responsibilities

• Hold and manage keys required to support operations, including:
• Pitch access keys
• Changing room keys
• Gate keys (including access for Arsenal and UMT)
• Gym keys
• Ensure keys are controlled responsibly, used only for approved purposes, and kept secure at all times.

Reporting and Communication

• Provide regular updates directly to Alex Kleanthous on:
• Pitch operations issues
• Repeat customer concerns
• Maintenance and facility issues
• Any incidents or risks identified on shift
• Maintain accurate handover notes where required, ensuring continuity across shifts and matchdays.

Skills, Experience and Attributes

• Previous experience in a customer-facing, operational, facilities, leisure, sport, or venue environment (preferred).
• Confident communicator with a calm, professional approach when resolving issues.
• Highly organised, proactive, and able to work under pressure during peak periods.
• Strong attention to detail and commitment to high standards of presentation and safety.
• Trustworthy and responsible, particularly when handling keys and access control.
• Comfortable working outdoors and walking the site regularly.

Working Hours

• Shift-based, including evenings and weekends as required.
• Must be available to support matchdays and peak booking periods.

Pay

• The employee's starting rate of pay will be £13.50 per hour. Upon successfully completing the probationary period, their hourly rate will increase to £14.50 per hour, subject to satisfactory performance and meeting all probation requirements.

Work Location: In person

Pay: From £13.50 per hour

Work Location: In person