Support Liaison Officermillwall

Job Title Support Liaison Officer
Department Media & Comms
Reports To Director of Communications
Location The Den, John Berylson Way, London, but with regular travel to away fixtures
Contract Type Permanent, Full Time
Salary Dependant on Experience

ROLE OVERVIEW
The Supporter Liaison Officer (SLO) is Millwall FC's dedicated point of contact between the Club and its supporters. The role safeguards and strengthens the relationship between the Club and its fanbase, ensures supporters' voices are heard in the Club's decision-making, and supports the Club's compliance with EFL and Premier League supporter liaison requirements. The SLO sits within the Communications team and works closely with matchday operations, safety and customer service colleagues to make sure supporter issues are identified, escalated and resolved. The role also owns the Club's supporter complaints procedure end-to-end, acting as the key point of contact to administer it and ensuring service levels are implemented and adhered to consistently across all departments.
KEY RESPONSIBILITIES

▸ Act as the Club's recognised, independent point of contact for individual supporters, supporter groups, Millwall Supporters' Club, Fan Advisory Board and away supporter representatives.
▸ Represent Millwall FC within the EFL and Premier League SLO network, attending league SLO meetings and briefings and keeping the Club up to date on best practice and regulatory requirements.
▸ Run the club’s SLO X channel, liaising with upcoming opposition clubs to share key supporter information ahead of their visit, as well as sharing other key messages.
▸ Own and administer the Club's supporter complaints procedure, acting as the key point of contact for complaints raised across any department, from initial receipt through to resolution and close-out.
▸ Set, monitor and report on service levels (SLAs) for complaint handling, ensuring all departments log, respond to and resolve supporter complaints within agreed timeframes.
▸ Hold departments to account where service levels are not met, working with relevant heads of department to identify root causes and put corrective action in place.
▸ Receive, investigate and help resolve supporter queries, complaints and feedback escalated from Customer Services, ticketing and matchday staff.
▸ Work closely with the Safety Officer and matchday operations team on issues affecting the supporter experience, including segregation, away allocations, accessibility and crowd management.
▸ Champion the interests of disabled supporters, away supporters and under-represented fan groups, working with the Club's Disability Access Officer and away supporter contacts.
▸ Attend home fixtures and travel to selected away fixtures to remain visible and accessible to supporters, building trusted relationships on matchdays.
▸ Feed supporter insight into the Communications team's planning, including fan forums, consultations and surveys.
▸ Support the Club's compliance with EFL/Premier League SLO regulatory and reporting requirements, including record-keeping of supporter issues raised and resolved.
▸ Work with Communications colleagues on clear, timely supporter-facing messaging around ticketing, travel and matchday changes.
▸ Escalate any safeguarding or welfare concerns raised by supporters through the Club's safeguarding procedures.
PERSON SPECIFICATION

Essential
▸ Experience working within or closely with a football or sports supporter base, or another customer-facing role involving community groups.
▸ Excellent interpersonal and communication skills, with the ability to build trust across a wide range of stakeholders.
▸ Ability to handle sensitive, difficult or emotive conversations with empathy, patience and discretion.
▸ Sound understanding of (or willingness to quickly learn) the EFL/Premier League regulatory framework for supporter liaison.
▸ Experience owning or administering a complaints process or service level agreements across multiple teams or departments.
▸ Flexibility to work evenings, weekends and travel to away fixtures as required.
Desirable
▸ Existing knowledge of Millwall's fanbase and the South East London/Bermondsey community.
▸ Previous experience in a formal Supporter Liaison Officer or fan engagement role.
▸ Understanding of safeguarding procedures within a football or sporting environment.
▸ Enhanced DBS clearance, or willingness to obtain one.