Support Liaison Officer

Organisation: Millwall Football Club
Salary: Dependant on Experience
Location: The Den, John Berylson Way, London, but with regular travel to away fixtures
Contract type: Permanent (Full time)
Closing date: 25 September 2026
Job Description: Job Title Support Liaison Officer
Department Media & Comms
Reports To Director of Communications
Location The Den, John Berylson Way, London, but with regular travel to away fixtures
Contract Type Permanent, Full Time
Salary Dependant on Experience

ROLE OVERVIEW
The Supporter Liaison Officer (SLO) is Millwall FC's dedicated point of contact between the Club and its supporters. The role safeguards and strengthens the relationship between the Club and its fanbase, ensures supporters' voices are heard in the Club's decision-making, and supports the Club's compliance with EFL and Premier League supporter liaison requirements. The SLO sits within the Communications team and works closely with matchday operations, safety and customer service colleagues to make sure supporter issues are identified, escalated and resolved. The role also owns the Club's supporter complaints procedure end-to-end, acting as the key point of contact to administer it and ensuring service levels are implemented and adhered to consistently across all departments.
KEY RESPONSIBILITIES

▸ Act as the Club's recognised, independent point of contact for individual supporters, supporter groups, Millwall Supporters' Club, Fan Advisory Board and away supporter representatives.
▸ Represent Millwall FC within the EFL and Premier League SLO network, attending league SLO meetings and briefings and keeping the Club up to date on best practice and regulatory requirements.
▸ Run the club’s SLO X channel, liaising with upcoming opposition clubs to share key supporter information ahead of their visit, as well as sharing other key messages.
▸ Own and administer the Club's supporter complaints procedure, acting as the key point of contact for complaints raised across any department, from initial receipt through to resolution and close-out.
▸ Set, monitor and report on service levels (SLAs) for complaint handling, ensuring all departments log, respond to and resolve supporter complaints within agreed timeframes.
▸ Hold departments to account where service levels are not met, working with relevant heads of department to identify root causes and put corrective action in place.
▸ Receive, investigate and help resolve supporter queries, complaints and feedback escalated from Customer Services, ticketing and matchday staff.
▸ Work closely with the Safety Officer and matchday operations team on issues affecting the supporter experience, including segregation, away allocations, accessibility and crowd management.
▸ Champion the interests of disabled supporters, away supporters and under-represented fan groups, working with the Club's Disability Access Officer and away supporter contacts.
▸ Attend home fixtures and travel to selected away fixtures to remain visible and accessible to supporters, building trusted relationships on matchdays.
▸ Feed supporter insight into the Communications team's planning, including fan forums, consultations and surveys.
▸ Support the Club's compliance with EFL/Premier League SLO regulatory and reporting requirements, including record-keeping of supporter issues raised and resolved.
▸ Work with Communications colleagues on clear, timely supporter-facing messaging around ticketing, travel and matchday changes.
▸ Escalate any safeguarding or welfare concerns raised by supporters through the Club's safeguarding procedures.
PERSON SPECIFICATION

Essential
▸ Experience working within or closely with a football or sports supporter base, or another customer-facing role involving community groups.
▸ Excellent interpersonal and communication skills, with the ability to build trust across a wide range of stakeholders.
▸ Ability to handle sensitive, difficult or emotive conversations with empathy, patience and discretion.
▸ Sound understanding of (or willingness to quickly learn) the EFL/Premier League regulatory framework for supporter liaison.
▸ Experience owning or administering a complaints process or service level agreements across multiple teams or departments.
▸ Flexibility to work evenings, weekends and travel to away fixtures as required.
Desirable
▸ Existing knowledge of Millwall's fanbase and the South East London/Bermondsey community.
▸ Previous experience in a formal Supporter Liaison Officer or fan engagement role.
▸ Understanding of safeguarding procedures within a football or sporting environment.
▸ Enhanced DBS clearance, or willingness to obtain one.

How to Apply: To comply with safer recruitment procedures for the Club we are unable to accept CV’s.

Please ensure that you complete our standard application form (which is available via a link on our website). If you do require assistance in any part of the application process, please contact us via recruit@millwallfc.co.uk

Application Form Link: www.millwallfc.co.uk/club-information/work-for-the-lions/application-form

All applications need to be sent to recruit@millwallfc.co.uk

Due to the quantity of applicants expected, only those short-listed will be notified.

Closing date for applications: Friday 25th September 2026

This document is a guide only and should not be regarded as exclusive or exhaustive. It is intended as an outline indication of the areas of activity and will be amended in the light of changing needs of the organisation. All employees may be required to undertake any other duties as may be reasonably requested.

Millwall Football Club are fully committed to equality, diversity, inclusion and anti-discrimination. We will work to address areas of under-representation and disadvantage in all aspects of our operations, activities and services. In practice, this means that we will respect the needs of each and every individual regardless of their differences; and to this end we will deliver our operations, activities and services in such a way so as to ensure that no one is excluded. Millwall Football Club is a Disability Confident Committed employer (Level 1). If you have a disability or long-term health condition and require any reasonable adjustments to be made during the recruitment process, please let us know and we will work with you to accommodate your needs.

‘Millwall FC is committed to safeguarding children and adults at risk. The successful candidate may be required to undertake a Disclosure and Barring Service (DBS) check through The FA DBS process. The possession of a criminal record will not necessarily prevent an applicant from obtaining this post, as all cases are judged individually according to the nature of the role and information given.’

Safeguarding Policy Statement

Because of the nature of the work undertaken by The Millwall Football and Athletic Company (1985) Limited (MFC), it is required by law to have in place robust safeguarding policies and procedures to ensure the protection of children, young people and adults at risk. To ensure that MFC meets that duty - and as part of a proactive, integrated and consistent approach to safeguarding - the organisation has developed a Safeguarding Handbook.

What is safeguarding?

Safeguarding is the action that is taken to promote the welfare of children, young people and adults at risk and protect them from harm. Safeguarding means protecting people from abuse, maltreatment, neglect, harm and/or exploitation. Through MFC setting up and following good safeguarding policies and procedures, it means that children, young people and adults at risk - that come into contact with our organisation - are protected from those that might pose a risk. All organisations that work with (or come into contact with) children, young people and adults at risk are required to have safeguarding policies and procedures to ensure that everyone - regardless of their age, gender, religion or ethnicity - can be protected from harm.

MFC’s Safeguarding Ethos

MFC will always seek to provide protection to any person that receives our services. To this end MFC will provide staff and volunteers with guidance on procedures they should adopt in the event that they suspect a person may be experiencing, or be at risk of, harm. MFC believes that a no one should ever experience abuse of any kind. MFC have a responsibility to promote the welfare of all children, young people and adults at risk to keep them safe. MFC are committed to work in a way that protects them. This Safeguarding Policy Statement applies to everyone that comes into contact with MFC - including as applicable - the Board of Directors & Executive Team, Senior Managers, Staff, Agency Staff, Contractors, Suppliers, Volunteers, Students on work experience, as well as anyone else working on behalf of MFC. This policy also applies to any other person that engages with the work of MFC and includes parents, carers, families and other visitors to MFC premises.

Safeguarding at MFC

MFC places the safeguarding of children, young people and adults at risk as its prime focus and has developed full safeguarding policies and procedures. To underpin the approach, MFC ensures all of its management team, staff members and volunteers have been fully trained in safeguarding to enable the organisation to live and breathe its approach. In developing MFC’s safeguarding policies and procedures, the organisation has adopted the following three-part safeguarding strategy which focuses on:

1. Getting the right people involved with MFC

This is achieved through adherence to MFC’s Safer Recruitment Policies and Procedures.

2. Creating a safe environment for children, young people & adults at risk

This is achieved by providing all required safeguarding training, support and best practice advice; and further guidance by the effective communication of MFC’s Codes of Conduct.

3. Promoting clear systems to deal with any safeguarding concerns

This is achieved through implementation of all MFC’s policies and procedures relating to safeguarding.

A full copy of MFC’s Safeguarding Handbook is available by speaking with (or contacting) the MFC person responsible for safeguarding.
How to apply: How to Apply: To comply with safer recruitment procedures for the Club we are unable to accept CV’s. Please ensure that you complete our standard application form (which is available via a link on our website). If you do require assistance in any part of the application process, please contact us via recruit@millwallfc.co.uk Application Form Link: www.millwallfc.co.uk/club-information/work-for-the-lions/application-form All applications need to be sent to recruit@millwallfc.co.uk Due to the quantity of applicants expected, only those short-listed will be notified. Closing date for applications: Friday 25th September 2026

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Support Liaison Officer