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Venue Optimisation Administrator
Brentford Football Club
Brentford Football Club is a professional football club in Brentford, West London, England, which competes in the Premier League, the highest tier of English football, having gained promotion via the playoffs at the end of the 2020–21 Championship season.
Job Posted- 14 Sep 2025
Status- Full Time
Location- England
Closing date- 19 Sep 2025
The Role: Venue Optimisation Administrator
The Venue Optimisation Administrator will be the first point of contact via email, phone, and occasionally in person at the box office for all box office-related enquiries. This external-facing role requires professionalism, strong organisation, and excellent communication skills.
You will engage, support, and collaborate with multiple stakeholders, including the Ticket Operations team, Marketing team, and other key staff members, to ensure the successful delivery of our transition to digital ticketing on Brentford FC matchdays.
This is a fixed-term position reporting to the Venue Optimisation Team Leader. The role involves daily contact with key stakeholders and requires strong customer service experience and high organisational ability.
Main Accountabilities
- Provide day-to-day customer service for season ticket holders and members
- Manage emails sent to the ticketing inbox
- Handle customer feedback to ensure full satisfaction
- Report daily email figures to the Team Leader and Lead
- Support with matchday administration and preparation
- Troubleshoot issues and respond to customer queries
- Collaborate with internal teams and external organisations to ensure clarity, manageable workloads, and a positive working environment
- Attend planning and debriefing sessions as required by management
- Assist with general administrative tasks
General Club Accountabilities
- To ensure compliance with all relevant Club policies, including safeguarding, health and safety policies and with specific reference to the data regulations (GDPR and PECR)
- To ensure compliance with the Club’s Code of Conduct
- To ensure compliance with all relevant legal, regulatory, ethical and social requirements
- To build and maintain good working relationships both internally and externally, maintaining a professional image at all times when representing Brentford FC
- To keep confidential any information gained regarding the Club and its personnel
- To maintain a flexible approach to work at all times
- To ensure compliance with all Matchday Safeguarding processes
- To ensure compliance with the Club’s Safeguarding Policy and processes
- To promote and support positive mental health and wellbeing throughout the Club both on and off the field
- To promote equity, diversity and inclusion at the Club, in line with our EDI strategy
Key Internal Relationships
- Marketing Services
- Ticketing Operations
- Venue Operations
- Fan and Community Relations
Person Specification – Essential
- Strong interpersonal skills with the ability to work well across teams (and externally as required)
- Excellent written and verbal communication skills
- Experience in a customer service role
- Knowledge of Salesforce (or similar CRM system) preferred
- Experience with Ticketmaster (or similar ticketing system) preferred
- Competence in Microsoft Office, particularly Word and Outlook
- Ability to use initiative with minimal supervision
- Commitment to delivering high-quality and accurate work from start to finish
- Ability to manage a heavy workload with strict deadlines, and willingness to work additional hours for key events
- Excellent organisational skills
- Flexibility and willingness to take on ad hoc tasks
Person Specification – Desirable
- Experience in the football industry (ideal but not essential)
- Previous administrative experience
- Knowledge of GDPR and data regulations
How to Apply
Please click “Apply Now” to begin your application.