Matchday Disability Liaison Officer [GUI1158BCFC/AB]

Birmingham City FC are recruiting a Matchday Disability Liaison Officer to provide crucial support to its disabled customers at all home and away matches. The club is seeking a passionate individual to champion accessibility at all levels and strengthen existing relationships with the club's disabled supporters.

The Disability Liaison Officer, will be on hand at all home matches to help make the experiences of all home and away disabled supporters an enjoyable and memorable one.  The DLO will also accompany disabled supporters on the coach to away matches. The DLO will act as the Liaison Officer for any queries and notify the Club of any requests, requirements or feedback.

The ideal candidate for this role will have comprehensive knowledge of the Equality Act 2010 and related policies, with a positive and co-operative attitude. Those wishing to apply should be at ease with working with members of the public, senior management and representing the club at Club meetings and events.

General duties include:

• Have a clear and precise understanding of disability legislation and the club's duty in providing an accessible stadium and club premises (i.e. accessible facilities and services for disabled spectators, visitors, staff and players) on both match and non-match days
• Stay up to date with existing legislation including Equality Act 2010, accessible stadia guidance (e.g CAFÉ and UEFA Access for All and the UK Accessible Stadia), new legislation and best practice guidance
• Recognise customer complaints or any incidents concerning disability and escalate to the Ticketing Manager and Customer Service Manager where appropriate.
• Report directly to the Ticketing Manager responsible for disability matters
• Be the main point of contact between Birmingham City FC, its disabled customers, staff and players and ensure that their access requirements are met
• Promote the needs of disabled people to the Club by championing disability issues and the business benefits of creating an accessible stadium
• Recommend access improvements to the Club's facilities and services
• Liaise with other Club DLO’s and external organisations (such as Level Playing Field and other disability organisations) and encourage the sharing of good practice solutions

Skills and Abilities:

• Must have knowledge and skills to deal with all kinds of disabilities
• Be self-driven and motivated with a ‘Can do attitude and the desire to go the ‘Extra mile’ and make a real difference;
• Must be able to demonstrate good listening skills with patience and have the ability to resolve issues where necessary;
• Actively cooperate through good communication with others, fostering a culture of teamwork and collaboration;
• Seek out and act upon opportunities to improve the disabled fan and customer experience;
• Be well organised, a good team-player with a confident, professional manner;
• Enthusiastic, proactive, resourceful, self-motivated, capable of working alone and unsupervised;
• Support Club decisions and follows through on commitments made;
• Be able to build and maintain positive working relationships both internally and externally;
• Be able to think and react quickly to ever changing situations whilst offering the highest level of assistance.

Personal Attributes:

• Able to adapt to changes in a fast-moving environment;
• Adaptable/Flexible/Willing to make changes;
• Calm/studious/resilient;
• Able to work under pressure and sometimes without specific instruction;
• Approachable.
• Must adhere to confidentiality and data protection procedures at all times

Desirable:

• Knowledge of accessibility issues and guidance for service providers, such as knowledge of Green Guide and/or Accessible Stadia regulations
• Experience in a customer service role