Club Relations Host

Job Description

Location: Emirates Old Trafford, Manchester, M16 0PX Salary: Competitive Employment Type: Full-Time, PermanentAbout Us\n

Lancashire Cricket was formed in 1864 and is one of eighteen first-class counties within the domestic structure of England and Wales. Driven by our values, we are here to win, inspire play and make memories with the vision of being the best place to enjoy cricket in the world.

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Emirates Old Trafford, home of Lancashire Cricket, is an award-winning world-class stadium and venue. It is recognised as one of the UK’s most prestigious venues for sport, business, leisure and entertainment with a capacity of up to 50,000 people for concerts; 26,000 for international cricket matches; meetings and events spaces for up to 2,000 delegates; a four-star hotel with 250 rooms; and an on-site Caffè Nero. It’s a unique place to build a career where no two days are ever the same!

The Opportunity\n

As Club Relations Host, you will be the welcoming face of the Club, providing a professional, friendly and efficient front-of-house service for all visitors, members and supporters.

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Based at Pavilion Reception, you will manage a wide range of enquiries in person, over the phone and via email, ensuring every interaction reflects the Club's commitment to outstanding customer service. Alongside your reception responsibilities, you will support the Ticketing team by responding to general ticketing queries, and helping to deliver a seamless matchday and event experience.

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Working closely with colleagues across the Club, you will help ensure the reception area operates smoothly, information is communicated effectively, and visitors receive a positive first impression. This is an excellent opportunity for someone who enjoys working in a fast-paced environment, takes pride in delivering exceptional service, and is passionate about creating memorable experiences for supporters and guests alike.

What You’ll Be Doing\n

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• Be the first point of contact for visitors, supporters and colleagues, delivering a professional and welcoming reception service across multiple channels.
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• Manage Ticketing and Membership enquiries from start to finish, providing excellent customer service and resolving issues efficiently.
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• Handle customer enquiries and complaints, taking ownership to achieve positive outcomes.
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• Support Conference & Events with meeting room and executive box bookings.
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• Complete daily reception opening and closing procedures and maintain an organised front-of-house environment.
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• Monitor CCTV and fire safety systems, liaising with Security and Emergency Services when required.
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• Manage car park enquiries, post and parcels, and the Club's lost property process.
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• Record customer interactions and feedback using the Club's customer experience (CX) system.
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• Provide administrative and operational support to other Club departments as needed.
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• Act as a Fire Marshal and Duty First Aider to help maintain a safe environment.
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What You’ll Bring\n

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• Experience in a customer-facing or guest services role, delivering excellent service in a fast-paced environment.
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• A passion for providing outstanding customer service, with a friendly, professional and approachable manner.
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• Strong communication and interpersonal skills, with the confidence to support a wide range of customers and colleagues.
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• Good IT skills, including Microsoft Word, Excel and Outlook, with the ability to learn new systems quickly.
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• Experience of using ticketing systems is desirable.
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• Excellent organisational skills, with the ability to manage multiple enquiries and prioritise effectively.
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• A proactive approach and the ability to work both independently and collaboratively as part of a team.
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• A positive, flexible attitude and willingness to support different areas of the Club as required.
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• A commitment to learning new skills and undertaking role-specific training, including CCTV monitoring, spectator safety and first aid.
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What We Offer\n

At Lancashire Cricket, we take pride in our people and are committed to creating a supportive, inclusive and rewarding workplace. Our benefits package is designed to support wellbeing, flexibility, and development at every stage of your career.

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Wellbeing & security

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• Enhanced pension scheme
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• Life assurance scheme
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• Health Cash Plan covering everyday healthcare costs (including optical and dental)
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• Confidential on-site counsellor
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Work-life balance

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• Enhanced annual leave, increasing with length of service
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• Annual leave purchasing scheme
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• Flexible working arrangements, including hybrid working and TOIL (where role requirements allow)
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Family & life moments

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• Enhanced maternity, adoption and paternity pay
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• Additional paid leave including birthday leave, grandparent leave, pet adoption leave, and moving house leave
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Development & community

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• One paid volunteer day each year
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• Up to five personal development days annually
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• Career break opportunities (subject to eligibility)
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Being part of Lancashire Cricket

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• Two Lancashire Cricket Club memberships
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• Staff discounts across on-site retail, the Club shop, Caffè Nero and Hilton Garden Inn
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• Regular team events and colleague recognition awards
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Safeguarding Statement\n

Lancashire Cricket Club is committed to safeguarding and promoting the welfare of children, young people, and adults at risk. We expect all colleagues to share this commitment and to support a culture where safeguarding is everyone’s responsibility. Lancashire Cricket proudly agrees to, and abides by, the ECB Safe Hands Policy.

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For roles involving regulated activity or contact with children, young people, or adults at risk, Lancashire Cricket operates safer recruitment processes. This includes the requirement to complete the appropriate level of ECB DBS clearance before employment can commence, if this role is classified as a regulated activity.

Equal Opportunities\n

We look forward to hearing from you if you have skills that support our future vision. Lancashire Cricket is an equal opportunities organisation, and we are committed to providing new opportunities and striving for greater diversity. We welcome applications from all ages and backgrounds.

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It is a priority for Lancashire Cricket to ensure our Club appropriately reflects the communities we serve across the North-West. In line with Sport England Guidance, we welcome applications from individuals with the appropriate skills and experience that can contribute to improving diversity of representation and thinking across the Club.