Duty Operations Manager (FTC)

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 offer world-class facilities: In 2019, we opened our state-of-the-art Stadium, a £1 billion landmark that’s the beating heart of North Tottenham’s transformation. More than just a football ground, it’s an engine of change — creating 4,000 jobs and injecting £300 million into the local economy every year.

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

There is only one Hotspur. Tottenham Hotspur.

The Role

• To effectively assist on the operational tasks, guest experiences, stakeholder care, and events at the Training Centre.
• To contribute to the highest standards of operational services with focus on operational and event processes efficiency, customer and stakeholder satisfaction.
• To perform the job role in compliance with Club and departmental objectives and policies.

Key Responsibilities

• Work within the TC OPS department to ensure the highest standards of service are maintained at the Training Centre, with smoothly running activities and events and excellent customer service
• Act as a primary point of contact for event and operational enquiries
• Apply innovative thinking and contribute to optimising the smart operations of the department
• Manage tours and show visits, the booking of additional events and activities and other ad-hoc requests from initiation and planning, through implementation and closing down.
• Regularly provide Lodge and Operational evening and weekend cover
• Provide excellent customer service to guests and stakeholders, including showcasing the site’s best physical assets to guests and prospective stakeholders
• Assist with logistical requirements, transportation of guests and equipment
• Take prompt action to effectively resolve and report issues, while maintaining optimum discretion and using a confidential approach to dealing with sensitive matters
• Build positive relationships with colleagues, guests, internal and external stakeholders through effective communication and a positive approach
• Be responsible for timely and factual handovers

What you will bring

Specific Experience

• Experience in a hospitality, event or operational environment
• Experience in a customer-facing environment
• Experience dealing or liaising with senior management, guests, and stakeholders
• Experience / Qualification in Health and Safety, such as IOSH or willingness to work towards it
• IT literate, with excellent knowledge of Microsoft office
• Excellent communication and organisational skills
• Delivery and task completion oriented
• High attention to detail
• Driving license

Abilities/Skills/Knowledge

• Thinks ahead and takes initiative
• Values & respects others, builds relationships, collaborates
• Gets things done, takes pride and responsibility
• Smart and professional
• Committed to the highest level of customer service
• Team player who will work alongside their colleagues
• Attention to detail
• Positive and solution orientated
• Discreet and trustworthy
• Diligent and relentless in pursuance of targets

The Tottenham Hotspur Way

Is to push harder, rise higher and forge greater. We involve, inspire and elevate one another to be our best selves, to produce exceptional on and off the pitch. Every day brings us opportunities to improve and make the impossible, possible.

Our values that bind us

DREAM THE IMPOSSIBLE – Impossible made possible when we think outside the box

DARE TO CHANGE THE GAME – Relentlessly strive for glory and leave our mark on the world

DO IT OUR WAY – Win the right way, never at all costs.

Our Responsibility to you

Safeguarding is fundamental to the success in all that we do. Successful candidates are to be reminded they would be subject to various background, DBS, and reference checks 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.