- Supporter Liaison Officers (SLOs) enjoy successful debut at London Stadium
- SLOs on hand to provide assistance, answer fans' queries or concerns and improve matchday experience
- Club intends to expand team of SLOs to 50 by the end of the 2016/17 season
West Ham United’s team of Matchday Supporter Liaison Officers (SLOs) will be doubled in size after they enjoyed a successful debut at London Stadium.
Ten dedicated SLOs were stationed at key points around the Stadium before, during and after Friday’s Emirates FA Cup tie with Manchester City, assisting supporters with a wide range queries or concerns.
Vice-Chairman Karren Brady has announced that the number of SLOs on duty at Saturday’s Premier League fixture with Crystal Palace will be doubled to 20 and the Club is actively recruiting with the aim of fielding a team of 50 on each and every matchday by the end of the season.
As part of our ongoing commitment to providing fans with a positive matchday experience, the SLOs were given a full introductory briefing by senior Club staff ahead of Friday’s game before donning bespoke West Ham-branded jackets to make them visible to fans.
Having welcomed thousands of supporters to London Stadium, the SLOs went inside the ground to provide further help and advice during the match, before heading back out to assist supporters after the final whistle.
“Our SLOs are here to help our fans in any way they can, assisting with enquiries, complaints and feedback,” said the Vice-Chairman. “We just want to create a team to show we care about our fans and their concerns.
“Possessing experience and expertise in football stadium operations, crowd safety, ticketing and supporter liaison, along with a knowledge and understanding of the Club and our fanbase, the SLOs proved a welcome addition.
"It's clear the initial matchday SLO initiative proved successful and we have therefore decided to expand it to better serve the needs of our supporters.
"We will double the size of the team for Saturday’s match with Crystal Palace at London Stadium, with the number set to rise by 50 over the coming months as we continue to recruit the right people to enhance supporters’ matchday experiences.”
We just want to create a team to show we care about our fans and their concerns
Vice-Chairman Karren Brady
Supporter Services Manager Jake Heath has overseen the appointment of the SLOs and is excited about the service they are now providing to fans.
“Our SLOs know London Stadium and the local area very well, and each is given a booklet containing maps, walking routes to help fans get into the Stadium and get away quickly and safely after the game, as well as information about ticketing and accessibility,” Heath explained.
“We expect them to be able to deal with enquiries about things like ticketing and membership and to answer questions from fans both visiting London Stadium for the first time, and those who come to home games week-in, week-out.
“Our SLOs also have a reporting procedure and will take a detailed note of any issue they cannot deal with, along with supporters’ contact details, which means we can then look into them and get back to fans.
"All SLOs wear West Ham United coats with ‘SUPPORTER LIAISON OFFICER’ on the back, to ensure they are instantly identifiable by fans. They will be both inside and outside the Stadium and seeking to help on every matchday in any way they can.
“Throughout the course of the season, we hope the number of complaints and issues arising gradually decreases, but the presence of SLOs will be very much a permanent thing.
“As the Vice-Chairman Karren Brady has said, we are seeking further Supporter Liaison Officers to assist us and our team will continue to grow so we can cover all the bases and help with any issue that arises.”
If you would like to apply to join our team of outstanding SLOs, click here.