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Supporter Engagement and Communications Apprentice
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The Apprentice Supporter Engagement & Communications Assistant
The Apprentice Supporter Engagement & Communications Assistant will assist in delivering high-quality communications and engagement activities that enhance the supporter experience.
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
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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
Where you'll work
782 Lilywhite House
London
N17 0BX
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
CAPITAL CITY COLLEGE GROUP
Training course
Customer service specialist (level 3)
[Understanding apprenticeship levels](opens in new tab)
What you'll learn
Course contents
Business focused service delivery:
- Demonstrate a continuous improvement and future focused approach to customer service delivery including decision making and providing recommendations or advice
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience:
- Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights:
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
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Customer Service performance:
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement:
- Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
Customer Service Specialist Level 3.
Requirements
Essential qualifications
- GCSE in:
- English (grade 4-9)
- Maths (grade 4-9)
- Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Customer care skills
- Communication skills
- Presentation skills
- Team working
- Initiative
Other requirements
- The role is mostly Monday to Friday, but there will be occasional weekend work (e.g. football & third-party events). This may include occasional travel in the UK for away fixtures as the role progresses.
- Desk work Monday to Friday. Weekends would involve matchday assistance, supporting the Supporter Engagement Team with matchday requirements.
About this employer
Tottenham Hotspur Football Club, commonly known as Spurs, is a professional football club based in North London, England. Founded in 1882, the club competes in the Premier League, the top tier of English football. Spurs play their home matches at the Tottenham Hotspur Stadium, one of the most modern football venues in Europe.
After this apprenticeship
- Your earnings can increase over time with an apprenticeship. [Find out about potential future pay](opens in new tab).
- Possible permanent role upon completion.
Ask a question
The contact for this apprenticeship is:
- CAPITAL CITY COLLEGE GROUP
- Khairul Ahmed
- Khairul.Ahmed@capitalcct.ac.uk
- 020 7832 5000
The reference code for this apprenticeship is VAC2000048691.
Apply now
Closes in 15 days (Thursday 3 September 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.
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