Head of Guest Services
Location: Stamford Bridge, London
Contract: Permanent, Full time (5 days in 7)
Chelsea FC is one of the world’s most iconic football clubs, renowned for its winning legacy, global fanbase, and relentless pursuit of excellence both on and off the pitch. With a culture rooted in ambition, innovation, and teamwork, Chelsea offers a dynamic environment where bold ideas are welcomed, and careers are built. From our state-of-the-art facilities at Stamford Bridge and Cobham every role at Chelsea is part of a bigger mission: to inspire, lead, and shape the future of football.
Role Overview:
We’re seeking a Head of Guest Services to lead the transformation of our fan and visitor experience. Based at Stamford Bridge, this pivotal role will oversee all guest-facing operations, ensuring every interaction, whether digital or physical is seamless, inclusive, and reflective of our world-class standards.
Closing date: 2nd December
We encourage you to apply as soon as possible. In the event that we receive a large number of applications, the position may be filled before the listed closing date. To avoid missing out, please submit your application at your earliest convenience.
You’ll be: (Responsibilities):
Physical Touchpoint Management:
- Overseeing all guest-facing areas including reception and matchday support zones.
- Coordinating staffing, training, and operational readiness for matchday and special event guest services staff.
- Ensuring accessibility, safety, and comfort across all physical touchpoints.
Contact Centre Leadership:
- Designing, implement, and manage a high-performing contact centre to handle fan and visitor enquiries across multiple channels.
- Being the functional lead in the implementation and optimisation of telephony systems and customer service technologies.
- Developing KPIs and service standards to ensure timely, empathetic, and effective communication.
- Supporting Ecommerce, Ticketing and other commercial teams through close collaboration and strategic process improvement.
Customer Engagement & Insight:
- Creating and manage systems for collecting visitor feedback through surveys, interviews, and digital tools.
- Analysing engagement data to identify trends, pain points, and opportunities for improvement.
- Documenting and report on customer sentiment and service performance to drive continuous improvement.
Voice of Chelsea:
- Defining the tone, language, and style of customer support interactions ensuring a premium service and memorable experience for fans and visitors.
- Ensuring consistency and authenticity in how the club communicates with fans and visitors across all platforms.
Inclusive Guest Experience:
- Ensuring all of our fans and visitors are looked after in a way that supports their unique circumstances and requirements.
- Championing accessibility, inclusivity, and personalised service across all touchpoints.
Team Leadership & Performance:
- Galvanising and inspire a diverse team to deliver exceptional service across all guest touchpoints.
- Driving a culture of accountability, performance improvement, and measurable impact.
- Providing coaching, development, and recognition to foster a high-performing service culture.
Cross-Functional Collaboration:
- Working closely with stakeholders across the business including Brand, Marketing, Ticketing & Sales, Hospitality, Technology and Security to ensure a cohesive and consistent guest experience.
- Acting as a voice of the customer in strategic planning and service design conversations.
Commercial Awareness:
- Considering commercial implications and opportunities in all guest service initiatives.
- Identifying and support revenue-generating ideas that align with the club’s broader strategic goals.
You’ll have: (Experience)
- Proven experience in customer service leadership, preferably in sports, hospitality, or entertainment.
- A background in building, training and nurturing high performance contact centre teams.
- Strong operational management skills with a passion for delivering exceptional guest experiences.
- Demonstrated success in implementing telephony or CRM systems.
- Excellent communication and stakeholder management abilities.
- Inspirational leader with a track record of building and motivating high-performing teams.
- Deep understanding of inclusive service design and accessibility standards.
- Commercially astute with the ability to balance service excellence and business outcomes.
- Flexible and resilient, with the ability to thrive in a fast-paced, high-profile environment.
In return: (Benefits)
- 25 days annual leave (+ Bank Holidays) After three years’ service, AL days increase to 28.
- Pension Contribution (5%)
- Life Assurance (4 x base salary)
- Private healthcare through Vitality
- C2W (Cycle to Work scheme)
- Chelsea Ticket Membership Program – enables employees to purchase tickets for home games 49 days prior to the match
- Free staff lunches at Stamford Bridge (Mon-Fri)
- Discount on club and club-affiliated products (Megastore, Nike 25% discount, Stadium Tours, onsite bar/restaurant etc)
- Employee Assistance Program, Mental Health first aiders and a strong well-being community
Our commitment to Equality, Diversity and Inclusion:
At Chelsea we recognise that the diversity of our people is one of our greatest strengths and we are taking positive action to ensure our existing colleagues and job applicants can fully be themselves and bring their own unique experiences and perspectives to Chelsea FC. This means giving full and fair consideration to all applicants regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.
If you need reasonable adjustments made to the recruitment process, please reach out to your recruiter, who will be able to advise and support you.
Chelsea FC is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.
