Job Detail

Event Day Response Steward - Casual

3 weeks ago

Tottenham Hotspur

7 Current Jobs Opening(s)

Job Description

Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London, with a global following of millions.

Led by the late great Bill Nicholson, the Club became the first in England to win the League and FA Cup Double in 1961, and the first in the UK to win a European Trophy two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.

In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts, and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.

The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.

Tottenham Hotspur has:

  • A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad.

  • A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent.

  • Commercial partnerships with globally recognised brands including AIA Group Limited (AIA), one of the world's leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company

  • A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040

  • An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health, and social inclusion programmes

Job purpose:

We are looking for qualified SIA stewards to join our response teams to assist in delivering World Class events at the Stadium. Response team stewards are Safety Stewards with an enhanced level of training in conflict resolution.  Successful candidates will demonstrate experience in de-escalation techniques, will possess interpersonal skills to manage situations appropriately. You will be approachable and willing to engage with spectators whilst addressing any incident. Always looking to achieve a win win outcome.

Key Responsibilities:

  • General Customer Service, including emotional and volatile situations

  • De-escalation of incidents

  • Conflict Management

  • Physical intervention/dynamic risk assessments/ejections

  • Segregation of supporters

  • Searching of people and property

  • Be reassuring & approachable (don’t group together)

  • Assist with crowd flow at turnstiles and staircases – Help direct, keep them moving.

  • To help promote and create a safe environment.

  • Assisting with queue management

  • Give accurate and helpful venue information, being knowledgeable about your area of work.

  • Investigate and report crowd problems and assist with crowd management processes.

  • Carry out pre-event checks and attend briefings.

  • Liaising with Supervisors and Stewards.

  • Undertake an ‘on the spot’ risk assessment of situations with a primacy of safety for you, your colleagues, and members of the public.

  • Promote a high level of guest integration and service.

  • Monitor and direct crowds and queue management (which may include issuing verbal instructions confidently)

  • Enforce stadium regulations.

  • Respond to incidents (may be needed to write follow-up report as required).

  • Maintain a clean, productive, and safe working area.

  • In an emergency to assist in the evacuation of members of the public.

Personal Attributes

  • Think ahead, generate ideas, take risks, be flexible, bold, consider alternatives and challenge the way things are.

  • Value and trust others, build strong relationships, collaborate, work well in your close and wider Tottenham team.

  • Get things done, deliver to high standards, take responsibility, be proactive and continuously improve.

Skills & Experience

  • Proven experience of conflict management

  • Fantastic personal skills – good communicator: friendly, approachable, positive attitude.

  • Assertiveness – firm but fair

  • Ability to work with others and stay calm under pressure.

  • Value and respect others: building relationships and working well within a team environment.

  • Be customer focused in all that you do, putting the supporters first.

  • Thoughtful and understanding; be sensitive to the needs of others.

  • Alert – be attentive and observant, able to make decisions quickly and adapting to situations.

  • Able to work independently, showing initiative and taking responsibility, think logically.

  • Reliable – be able to commit to over 80% of major event days and to be punctual.

  • Be flexible - able to perform a variety of roles in different settings throughout the stadium and surrounding area

Job Detail

Job TypePart time


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