Supporter Engagement and Communications Apprentice

Introduction

The Apprentice Supporter Engagement & Communications Assistant will assist in delivering high-quality communications and engagement activities that enhance the supporter experience.

About the Employer

What You'll Do

The Apprentice Supporter Engagement & Communications Assistant will assist the Supporter Engagement team in delivering high-quality communications and engagement activities that enhance the supporter experience. The role provides an opportunity to gain practical experience across supporter communications, fan engagement, community engagement, and matchday operations while developing the skills, knowledge, and behaviours required for a career in professional sport.

Working closely with supporters, colleagues, charities, community organisations and external stakeholders, the apprentice will help ensure supporters receive clear, consistent and timely information and that supporter feedback is captured and shared across the Club.

Key Responsibilities:

Supporter Communications:

• Assist in drafting supporter-facing communications across a variety of channels, including email, website content, FAQs and supporter information guides
• Support the maintenance and updating of supporter information platforms, ensuring content remains accurate, accessible and relevant
• Help prepare matchday communications and supporter information updates
• Support the development of communication materials relating to supporter initiatives, community activities and engagement campaigns

Supporter Engagement:

• Assist with supporter engagement activities, including meetings with supporter groups, the Fan Advisory Board and supporter representatives
• Help maintain records of supporter engagement activities and key discussion points
• Develop an understanding of supporter culture and the role of fan engagement within football

Supporter Relations & Community Engagement:

• Support the handling of supporter enquiries, feedback and complaints, ensuring they are recorded and escalated appropriately, working with the Supporter Services team
• Assist colleagues in responding to supporter concerns in a professional and timely manner
• Help identify recurring supporter issues and contribute ideas for improving the supporter experience
• Develop an understanding of supporter needs, behaviours and expectations across different supporter groups
• Monitor and coordinate the Club's charity and community mailbox, ensuring enquiries are acknowledged and responded to in a professional and timely manner
• Support the management of a wide range of charity-related requests, including donation enquiries, fundraising initiatives, community partnerships and supporter requests
• Handle sensitive enquiries with professionalism, empathy and discretion, escalating matters where appropriate
• Liaise with internal departments and external organisations to gather information and coordinate responses
• Maintain accurate records of enquiries, requests and outcomes in line with Club policies and data protection requirements
• Assist in identifying opportunities to improve processes and enhance the experience of supporters, charities and community stakeholders engaging with the Club

Matchday Operations

• Provide support to the Fan Engagement team during selected matchdays and events.
• Assist with supporter information provision before, during and after fixtures
• Help monitor supporter feedback and issues arising on matchdays
• Support the coordination of supporter communications relating to matchday operations, travel and stadium information
• Gain exposure to stadium operations, supporter safety processes and event management activities

Training Outcome

Possible permanent role upon completion.

Skills Required

• Customer care skills
• Communication skills
• Presentation skills
• Team working
• Initiative

Qualifications

• Essential - GCSE - English - 4-9
• Essential - GCSE - Maths - 4-9

Course Information

Course: Customer service specialist (level 3)

Level: 3

Route: Sales, marketing and procurement

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Mon - Fri - 09:30am - 17:30 pm

Expected Duration: 1 Year 6 Months

Training Provider: CAPITAL CITY COLLEGE GROUP