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Disability Access Officer/Deputy Floor Manager Banner
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Disability Access Officer/Deputy Floor Manager

We have an exciting opportunity for a Disability Access Officer/Deputy Floor Manager based at Villa Park. Reporting to the Head of Ticketing Operations, as part of the team you will maintain compliance with all aspects of disability and represent the club to ensure the department has a consistent and professional approach to our fan base. You will lead and motivate a team of individuals within a busy sales environment.

Villa Park, Trinity Road, B6 6HE
Contact Name
Charlotte Buckell
Contact Telephone
0121 327 2299
Contact Email

About Disability Access Officer/Deputy Floor Manager

Key responsibilities:

  • Represent the club as Disability Access Officer which will involve attending internal and external meetings
  • Handle all channels of correspondence including calls/messages from the dedicated disabled supporter line
  • Process customer ticket sales onto the ticketing system from incoming and outgoing calls made by the Contact Centre, ticket office or via email
  • Ensure disability best practice is adhered to throughout the department and business
  • Oversee departmental complaints and ensure every complaint is handled within the club's SLA
  • Ensure preventative measures are put in place wherever possible by sharing information, solutions and providing feedback
  • Ensuring front line staff members are working efficiently and to a high standard at all times
  • Handle escalated calls and provide support and feedback where necessary
  • Ensure that all administrative duties are completed in a timely way and prioritised accordingly by distributing admin time to team members, including planning of lunch breaks
  • Assist with the end of day process in the ticket office. This includes cashing up operators, balancing float back, banking, ensuring main doors are locked and the key is in the safe
  • Deputising for weekend managers as required

Essential skills and experience required:

  • 4 GCSE's grade C or equivalent
  • Access Officer experience desirable
  • A knowledge of Disability Compliance is desirable
  • Sales and customer service experience essential
  • Excellent telephone communication skills including active listening and the ability to be assertive and persuasive without being aggressive
  • Ability to work under pressure
  • Computer skills are required for efficient documentation and research
  • Highly diligent and tenacious, able to work on own initiative
  • Good communication skills
  • Flexible to respond to business needs

Aston Villa celebrates the diversity of its club and its supporters. As part of this, Aston Villa Football Club is an Equal Opportunities Employer and welcomes applications from all sections of the community.

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