Visitor Services Assistant

This full-time, permanent role is part of a new visitor services team supporting the welcome desk at Medlock Square. The club is recruiting four full-time-equivalent Visitor Services Assistants, with part-time working patterns considered where the required operational coverage can be met. The team provides a welcoming point of contact for people visiting the campus, City Store, stadium tours, roof walks, football fixtures and other events, working together across an extended opening pattern to help visitors find their way, access the right information and enjoy a smooth experience from the moment they arrive.

• Welcome visitors, guests and Fans in a friendly and inclusive way at the Medlock Square welcome desk and other designated service points.
• Listen to what visitors need and provide accurate guidance on directions, facilities, attractions, events, tickets and reservations.
• Support queues and way finding to help keep service points running smoothly.
• Complete opening, closing, handover, housekeeping and equipment checks.
• Use booking, ticketing and service systems accurately.
• Work across agreed visitor service locations in response to operational requirements.
• Stay up to date through briefings, procedures and operational information.
• Contribute to a safe, comfortable and accessible visitor experience.
• Recognise when an enquiry, complaint, incident or safeguarding concern needs additional support and escalates it appropriately.
• Share feedback and recurring questions with Supervisors and partner teams to improve the visitor experience at Medlock Square and designated event activity.

• Experience in a customer-facing, hospitality, retail, visitor attraction, sport, entertainment or service environment, or a genuine interest in developing in this area.
• A friendly, helpful and inclusive approach to visitors and colleagues.
• Clear verbal communication skills, with the ability to listen and explain information simply.
• Reliable and organised, with the ability to follow procedures accurately and handle visitor information responsibly.
• Ability to remain calm and professional when the service is busy or when supporting challenging enquiries.
• Confidence using basic digital systems, or willingness to learn how to use booking, ticketing and service tools.
• Proof of eligibility to work in the UK.
• A basic, standard or enhanced DBS check upon commencing employment, depending on the job role and responsibilities.

• Fully on-site role.
• 37.5 hours per week.
• Early, evening, weekend and event working required as part of the operating pattern.
• Part-time working patterns considered where the required operational coverage can be met.

• 26 days' annual leave plus a day off for your birthday.
• Private healthcare and dental cover.
• Annual discretionary bonus.
• Health Cash Plan.
• Employee Assistance Programme with 24/7 GP support.
• Company pension and life assurance.
• Free on-site parking for Manchester-based employees.
• Complimentary breakfast and lunch.
• Access to a range of sports and leisure clubs.
• Cycle to work scheme.
• Give As You Earn.
• Discounted match tickets.