The Scottish Event Campus (SEC) features the SEC Centre– five interconnected exhibition and meeting spaces, the iconic 3,000 seat SEC Armadillo and our most recent addition, The OVO Hydro – a 13,000 capacity concert, sporting and special events arena. With its infinite flexibility, the campus has gone from strength to strength and, with planned expansion and development, will continue to position Glasgow on the world stage.

Designed by world-renowned architects Foster + Partners, the SEC Armadillo is a Glasgow landmark with a unique style and practical, comfortable facilities for up to 3,000.

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SEC Centre offers five interconnected exhibition and event halls with a combined area of over 22,000sqm.

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A truly iconic structure, the 13,000 capacity OVO Hydro is Scotland’s home of live entertainment and is consistently ranked by Pollstar in the top 10 arenas globally.

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Home|About the SEC|Working At The SEC|Customer Journey Assistant|Job Description - Customer Journey Assistant

Job Description - Customer Journey Assistant

Role: Customer Journey Assistant

Reports to: Customer Journey & Accessibility Manager

Direct Reports: None

Location: Scottish Event Campus, Glasgow – site-based role

Role Summary:

The Customer Journey Assistant is a key member of the Customer Experience Team at the
Scottish Event Campus. The role provides essential daily operational and administrative support
to the Customer Journey workstream, with occasional involvement in the Customer
Engagement workstream. This position plays a crucial role in enhancing the customer journey
across the campus by supporting the preparation and execution of visitor services, event
delivery, and accessibility support.


Key Responsibilities

  • Provide daily operational and administrative support to the Customer Journey team and occasionally assist the Customer Engagement team.
  • Assist in the delivery of visitor services such as information desks, cloakrooms, transfer buggies, and reception points, ensuring standards and presentation are maintained.
  • Support the setup of materials, resources, and equipment for customer journey activations and events.
  • Assist in coordinating accessibility services, including liaising with visitors to support inclusive and accessible event experiences.
  • Maintain inventory of customer service-related items including accessibility equipment, signage, and stationery.
  • Respond to customer, visitor, and partner inquiries in a professional and timely manner.
  • Support collection of customer feedback and assist in monitoring service standards across touchpoints.
  • Attend team briefings and training to remain informed about service updates and accessibility protocols.
  • Maintain and develop knowledge around accessibility best practices and support related projects.
  • Actively support the wider Customer Experience Team, contributing to the delivery of exceptional events and visitor experiences.
  • Assist the Customer Engagement team in responding to accessibility-related inquiries.
  • Stay current with industry trends and innovations, particularly regarding customer journey strategies, accessibility, and technology.
  • Contribute to the integration of digital tools and systems to enhance the customer experience.
  • Develop a strong understanding of all customer journey touchpoints required to deliver outstanding events.
  • Focus on understanding and improving every element that contributes to excellent customer service and experience.

Required Skills and Experience

  • Previous experience in a customer service or visitor-facing role, ideally within events, hospitality, or public venues.
  • Strong administrative skills with the ability to manage tasks efficiently and meet deadlines.
  • Confident communicator, both verbal and written, with the ability to liaise with a wide range of stakeholders.
  • Experience supporting accessibility services or a strong interest in inclusive service delivery.
  • Proficient in Microsoft Office and comfortable using technology to support service delivery.
  • Familiarity with event preparation, service standards, or operations is an advantage.

Key Competencies

  • Customer Focus – Demonstrates a strong commitment to delivering outstanding service and improving the visitor journey.
  • Attention to Detail – Ensures accuracy and consistency in all administrative and operational tasks.
  • Teamwork – Works collaboratively with colleagues across departments to ensure a seamless customer experience.
  • Initiative – Proactive in identifying areas for improvement and taking action to support service delivery.
  • Adaptability – Comfortable working in a dynamic, fast-paced environment and flexible to meet changing demands.
  • Communication – Clear and professional in interactions with both internal and external stakeholders.
  • Problem Solving – Able to think on their feet and assist in resolving visitor queries or operational challenges.
  • Inclusivity – Aware of accessibility needs and committed to delivering services that are welcoming and inclusive to all.
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