Match Day Fan Experience Team MemberTottenham Hotspur

Who We Are

Founded in 1882, Tottenham Hotspur is an iconic English football club, playing in the Premier League and Women’s Super League. From North London to the world, our fanbase spans continents, cultures, and generations. Spurs is a club that’s always dared to push boundaries, breaking new ground and rewriting history.

We are at our brightest when we’re all together. Our club, our teams, our community. We are entering a new era at Tottenham with a new club strategy, new leadership, and a focus on putting our fans at the heart of everything we do as we continue to strengthen our connection with our DNA, our home, and each other.

We’re at our brightest when we’re all together. Our Club, our teams, our community.

Role Purpose

Fan Engagement Team Members are a visible, approachable presence on matchdays. They support supporters across the stadium by providing information, wayfinding and in-the-moment assistance, helping to resolve issues early and improve the overall matchday experience.

The role works closely with Supervisors, Safety, Stewarding, Events and Supporter Services to ensure guests feel supported, informed and welcomed throughout their visit.

Key Responsibilities

Matchday Support

• Act as a clear and friendly point of contact for supporters on concourses and external areas.
• Provide accurate information on wayfinding, facilities, timings and general matchday queries.
• Support families, accessibility users and guests who may need extra assistance.
• Proactively approach guests who appear unsure or in need of help.

Managing Issues on the Ground

• Resolve straightforward guest issues calmly and professionally.
• Identify when an issue needs escalation and follow the correct process.
• Direct guests to muster points where required and support handovers to Supervisors or Safety.
• Remain calm, polite and reassuring in challenging situations.

Matchday Operations

• Attend pre-shift briefings and understand deployment instructions.
• Be in position on time and remain flexible as areas become busier.
• Support arrival, half-time and departure flows as directed.
• Rotate positions and cover colleagues’ breaks when required.
• Follow all safety instructions and operational guidance.

Feedback and Reporting

• Log key guest interactions, issues and feedback using iPads or provided tools.
• Share repeat questions, themes or concerns with Supervisors during the shift.
• Contribute to end-of-day insight through accurate reporting.

Standards and Representation

• Represent Tottenham Hotspur in a professional and positive manner at all times.
• Wear the correct uniform and ID while on shift.
• Follow safeguarding, health and safety and brand standards.
• Treat all guests and colleagues with respect.

Skills and Qualities

• Confident and friendly communicator.
• Comfortable engaging with large and diverse crowds.
• Calm under pressure and able to think clearly.
• Reliable, punctual and professional.
• Willing to take direction and work as part of a team.
• Positive attitude with a genuine interest in helping others.

Previous customer service or event experience is helpful but not essential. Full training will be provided.

Matchday Requirements

• Typically work a 5-hour matchday shift.
• Shifts include evenings, weekends and bank holidays.
• Comfortable standing and moving around the stadium for long periods.
• Attend training sessions, familiarisation tours and briefings as required.

What Good Looks Like in This Role

• Guests feel welcomed, supported and informed.
• Issues are handled early and appropriately.
• Clear communication with Supervisors and other teams.
• Positive feedback from supporters and colleagues.
• Accurate and useful matchday reporting.

Safeguarding & Recruitment Statement

Safeguarding is fundamental to the success in all that we do. The Club follows a Safer Recruitment process for all roles. Successful candidates are to be reminded they would be subject to proportionate background, DBS and reference checks as required for this role.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.

Reasonable Adjustments

We are committed to providing an inclusive and accessible recruitment process and will make reasonable adjustments at any stage of the application or interview process to support candidates with disabilities or specific needs. Please let us know if you require any adjustments so that we can ensure you have a fair and positive experience.

Please note that we reserve the right to close this vacancy early should we receive a high volume of applications or due to business needs, so early applications are encouraged.