About this role
Job Description
Overview
To provide front-line, customer-facing operational support across the site. The Customer Support Officer will ensure all pitch users are directed correctly, sessions run smoothly, facilities are maintained to a high standard, and any customer issues are resolved promptly and professionally. They will also provide directional support on busy match days.
Key Responsibilities
Pitch Operations and Booking Support (Primary)
- Be the main on-site point of contact for all pitch-related issues and customer queries.
- Manage and monitor pitch allocations, ensuring teams and groups are:
- Accessing the correct pitch at the correct time
- Moving on and off pitches promptly to avoid overruns and conflict between bookings
- Maintain a professional presence in customer areas, providing reassurance and clear guidance at all times.
Facility Checks and Standards
- Conduct regular checks across pitches and high-traffic customer areas, including:
- Goalposts, nets and general pitch equipment
- Playing surfaces and surrounding areas (hazards, cleanliness, damage)
- Identify and report maintenance issues immediately (e.g., surface damage, lighting faults, unsafe equipment, water leaks, access issues), ensuring they are logged and escalated.
Matchday Support and Customer Guidance
- Be on hand during matchdays to support visitors by:
- Directing customers to the correct areas (pitches, stadium, bars, hospitality, changing rooms, turnstiles, stands etc.)
- Assisting with access and entry queries, including where to go and how to get in
- Providing a calm, professional presence to improve the overall customer experience
Access, Keys and Security Responsibilities
- Hold and manage keys required to support operations, including:
- Pitch access keys
- Changing room keys
- Gate keys (including access for Arsenal and UMT)
- Gym keys
- Ensure keys are controlled responsibly, used only for approved purposes, and kept secure at all times.
Reporting and Communication
- Provide regular updates directly to Alex Kleanthous on:
- Pitch operations issues
- Repeat customer concerns
- Maintenance and facility issues
- Any incidents or risks identified on shift
- Maintain accurate handover notes where required, ensuring continuity across shifts and matchdays.
Skills, Experience and Attributes
- Previous experience in a customer-facing, operational, facilities, leisure, sport, or venue environment (preferred).
- Confident communicator with a calm, professional approach when resolving issues.
- Highly organised, proactive, and able to work under pressure during peak periods.
- Strong attention to detail and commitment to high standards of presentation and safety.
- Trustworthy and responsible, particularly when handling keys and access control.
- Comfortable working outdoors and walking the site regularly.
- Must be available to support matchdays and peak booking periods.
Work Location: In person
Pay: £12.71 per hour
Benefits
- Discounted or free food
- Employee discount
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site gym
- On-site parking
- Store discount
Work Location: In person
About facilities & operations roles for ex-police
Operations, facilities and site management roles. Running a shift, a custody suite or an operational unit is people-and-process management employers can use from day one.
See all facilities & operations jobs in London →Why this fits a police background — match score 68/100
- Security operations
What facilities & operations roles pay ex-police
Advertised UK ranges, editorial estimates reviewed July 2026
| Operations coordinator | £28,000–£36,000 |
| Facilities manager | £38,000–£52,000 |
| Operations manager | £45,000–£60,000 |
| Senior / regional operations manager | £55,000–£75,000 |