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Supporter Services Assistant Apprentice Huddersfield Town Football Club Shop

Assist the Supporter Services department in facilitating and improving the experience of HTAFC fans, answering communication promptly and providing administrative support for events and initiatives. You will also be required to work on home match days. You will work towards a Level 2 Customer Service Practitioner apprenticeship standard.

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Closing date: 31 Oct 2022

Apprenticeship summary

  • Weekly wage

    £168.35

    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Monday - Friday and match days as required (we will give time off in the week for attendance at college and if Saturday or Sunday working is required). Shifts to be confirmed.

    Total hours per week: 35.00

  • Expected duration

    15 months

  • Possible start date

    07 Nov 2022

  • Date posted

    18 May 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001846403

  • Positions

    1 available

Responsibilities:

  • Answer telephone, email and in-person queries, comments or complaints in a timely and professional manner directing supporters to the appropriate department, or escalate where necessary
  • Assist with the ‘Here to Help’ Twitter account as required
  • Assist the Club Ambassador with administering the Junior Football Club scheme including keeping accurate records of ticket sales, liaising with Clubs prior to the match day, and administering the Terriers 7s shirt scheme
  • Assist the department in delivering fan engagement initiatives, charity events, and match day activations
  • Maintain and make improvements to the Club’s supporter-facing literature including the various Supporter Guides and Club Charter
  • Contribute to the development and analysis of supporter surveys
  • Assist with maintaining dialogue with key supporter groups including through the ‘All Together Town’ fan panel, producing and circulating agendas and keeping track of actions
  • Coordinate supporter requests for signed items and birthday/special occasion video messages
  • Provide general administrative support to the Acting Head of Supporter Services and other departmental colleagues
  • Fulfil any other duties as may be required from time to time by the Acting Head of Supporter Services and/or the Board of Directors

Match Day:

Work within the Supporter Services team alongside the match day ‘Here to Help’ staff to help provide a first-class experience for home and away fans.

This may include meeting guests, assisting with match day activity such as Terrier 7s presentations, Guard of Honour activity, Community Hub activity, general set up around the Stadium, liaising with KSDL representatives regarding match day operations or catering, and any other duties as may be required.

As part of your contract of employment completion of the Apprenticeship Training Programme forms part of your duties as well as helping your personal and professional development; the requirements to complete the programme are as follows:

  • Attend and be punctual for all induction sessions
  • Attend and be punctual for all lessons with regards to your apprenticeship programme
  • Complete all required assignments with regards to your apprenticeship by the required timeline
  • Build up your portfolio of evidence on-going during your apprenticeship programme
  • Access support from your tutor/assessor as and when required
  • Access support from your manager with regards to any evidence requirements or support as and when required
  • Attend all work-based training/support sessions

Behaviour/Conduct:

The post holder is required to:

  • Be proactive with workload and interventions
  • Seek to continually develop their skills and knowledge
  • Adopt an organised and structured approach to fulfilling the duties and responsibilities of the role
  • Communicate appropriately at all levels
  • Be flexible to fit the development and growth of the organisation
  • Be flexible in hours of work
  • Be trustworthy and adhere to the Club’s Code of Conduct and Ethics
  • Adhere to protocol and respect confidentiality in all matters, also protecting any data relating to the area of work in accordance with the Data Protection Act 1998 and the General Data Protection Regulation (GDPR) 2018
  • Consistently demonstrate high standards of behaviour and appearance and encourage the same from others

Requirements and prospects

Desired skills

  • Communicate appropriately at all levels
  • Be flexible to fit the development and growth of the organisation
  • Be flexible in hours of work
  • Be trustworthy and adhere to the Club’s Code of Conduct and Ethics
  • Adhere to protocol and respect confidentiality in all matters, also protecting any data relating to the area of work in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR) 2018
  • Consistently demonstrate high standards of behaviour and appearance and encourage the same from others
  • Demonstrate a commitment to safeguarding and promoting the welfare of children and young people
  • Respect others at all times and behave in an inclusive and non-discriminatory manner, taking account of all protected characteristics as specified in the Equality Act 2010

Personal qualities

  • You must be organised and have good attention to detail
  • Ability to solve problems in a timely manner that demonstrates both logical and creative thinking
  • You must be self-motivated and have an enthusiastic approach to your work with a desire to succeed
  • Ability to stay calm and think logically in difficult situations
  • Good timekeeping and attendance
  • Willingness to listen and learn

Desired qualifications

  • A good standard of education is required
  • Grade C/4 in maths/English or equivalent Key/Functional Skills
  • Must be competent using ICT, including Microsoft packages and databases
  • Must be able to communicate in a polite and professional manner

Future prospects

  • There is a possibility of progressing to permanent employment on successful completion of the apprenticeship and associated qualification
  • There may also be further apprenticeship/other training available following successful employment and achievement of the apprenticeship qualifications

Things to consider

Safeguarding:

  • Huddersfield Town Association Football Club (HTAFC) Ltd. is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment
  • The post holder will be required to undergo Safeguarding Training periodically, to be agreed with the Head of Safeguarding

Equality, Diversity and Inclusion:

  • HTAFC and The Huddersfield Town Foundation are diverse environments in which we respect all characteristics under the Equality Act 2010; we want everyone to feel valued and included within the Club and Foundation and to be able to achieve their full potential.  HTAFC and The Huddersfield Town Foundation have a zero-tolerance approach to any form of discrimination and are committed to the redress of any inequalities by taking positive action where appropriate.  All employees are required to support and uphold this zero-tolerance approach at all times
  • You will be required to work on match days, evenings and weekends - these will be within your working hours
  • There are excellent links by bus and it's a 20-minute walk from Huddersfield Town Centre

Following applying for this vacancy the first stage, after your initial application, will be to attend an interview with Nichola Barnes.  If you do not attend this interview your application will not progress any further.

For any further information on this vacancy please contact Nichola Barnes at Kirklees College on E-mail: nbarnes@kirkleescollege.ac.uk

Mobile Number:   07788390025

Apprenticeship Team:  apprenticeships@kirkleescollege.ac.uk

NO CONTACT should be made with the employer at this initial stage, the College is more than happy to help you with any queries you may have.

The salary may be negotiable.  This will depend on experience. 

The salary may also increase after a probationary period, if the budget allows, following successful employment and production of the required work towards achieving the qualifications towards the apprenticeship training programme.

This vacancy may close early if sufficient applications are received. Please ensure you apply early to avoid disappointment.

Your employer will allow you time off for study and this will be part of your contract of employment.  You should attend all required classes and keep up to date with any set work.


About the employer

Formed in 1908, Huddersfield Town has one of the proudest histories of any club in English football.

Recognised as one of the most successful English clubs of all time, we were the first to win the English League title three times in a row in 1924, 1925 and 1926. This is a feat that has only been repeated by three other teams; Arsenal, Manchester United and Liverpool. 

The Club embarked upon a ‘New Era’ when Dean Hoyle became Chairman in 2009. The Yorkshire Club formed 100 innovative partnerships with local, national and international businesses like Pure Legal Limited, Radian B and Covonia just to name a few. Our unique collaboration with the charity the Yorkshire Air Ambulance, has raised in excess of £1.5 million since its inception in 2009. 

During the ‘New Era’, Huddersfield Town has been nominated for an impressive nine accolades at the Football League Awards, scooping the titles of ‘Family Club of the Year’ and ‘Best Matchday Programme’ as well as being highly commended in the Marketing and Community categories.

The Football League Independent Supporters Survey has also ranked Huddersfield Town as first out of all 72 Clubs at communication with supporters, attracting new fans and creating a matchday experience.  

Simply, our history serves as an inspiration for our future as we build a Club that our supporters can be proud of.

Employer

Huddersfield Town Football Club Shop

Address

The John Smiths Stadium

Stadium Way

Huddersfield

HD1 6PG

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Training

Training provider

KIRKLEES COLLEGE

Applications for this apprenticeship are being processed by Kirklees College

Contact

Nichola Barnes 07788390025 apprenticeships@kirkleescollege.ac.uk

Level 2 Customer Service Practitioner apprenticeship standard, which includes:

  • Level 1/2 Functional Skills in maths and English (if required)
  • End-Point Assessment (EPA)

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers.

The standard covers the following:

Knowledge:

  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

Skills:

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours / Attitude:

  • Developing self
  • Being open to feedback
  • Team working
  • Equality – treating all customers as individuals
  • Presentation – dress code, professional language
  • “Right first time”

You will complete an End-Point Assessment (EPA) this will involve the following:

  • Showcase/Portfolio
  • Interview
  • Practical Observation
  • Professional Discussion

You are given one day per week as time off to study; you will attend classes at Kirklees College and via Teams and complete work for your apprenticeship. The study day is a Wednesday.

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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