After our successful Q&A with Hull City's DLO Leanne Jensen, we thought we'd reach out to Brendon to see if he would answer a few questions for us.
Can you tell us about your role as Supporter Liaison Officer, what it involves etc?
I sit within the Marcomms (Marketing & Communications) Team and act as a key stakeholder with supporters, supporters’ groups, relevant EFL supporter-facing personnel and fellow SLO’s at other clubs. I describe the role as being mainly customer service and every day is different which is what makes it so appealing to me. It’s also dealing with people and again, that’s something I really enjoy. I work alongside our part-time Disability Liaison Officer, Leanne, and our remit is to make sure that all of our supporters (and visiting supporters, too) have the best possible experience with the club. That can mean on matchdays or when they’re buying tickets, visiting the Tiger Leisure stores etc. It’s about being customer facing and engaging with, and helping, as many supporters as we can. I also help with the events we put on for supporters (such as Bowl with the Tigers, An Evening With, FIFA Night) and get involved in a lot of the historical stuff we do as well. The past few months have been particularly interesting with us being midway through the club’s 120th anniversary season; we’ve done quite a few events and it’s been great to see so many ex-players and managers in and around those.
What is the most challenging part of the job?
Due to the nature of the role you naturally want to keep everybody happy all of the time. Unfortunately, that’s very rarely possible so the challenge is to keep as many people as possible happy if you can and that’s what we try to do as a Supporter Services Team.
Are you focusing on any particular areas in 2025?
The aim really is to create deeper and meaningful connections with the supporter base whilst continuing to review our existing methods of engagement which include our Supporters Committee, Junior Supporters Committee and monthly drop-in sessions. We want to keep evolving and improving as we move forward.
The club has initiated regular supporter drop-in sessions. What’s the thinking behind this?
It’s an opportunity for supporters to come along, ask any questions, give any feedback and meet myself, Leanne and Natasha (our Fan Engagement Manager). It’s very informal and adds another option in terms of us engaging with our supporters which is something we’re always looking at. We’re happy to help with any queries supporters may have around ticketing, streaming, Tiger Travel or any other issues which relate to the club.
We've often seen yourself and Leanne at away fixtures. What’s your role at away games?
We’re on hand to help and assist our supporters in any way we can really. At some games there are no queries or issues but it’s nice for myself and Leanne to be around as familiar, friendly faces. Lots of people like to say hello or have a chat which is great and I think it’s helpful for supporters to know we are around if needed.
If a supporter has a problem or query about the club or ground how should they contact yourself?
The best way is to drop me an email initially (Brendon.smurthwaite@wearehullcity.co.uk) and we can pick things up from there. Sometimes an email conversation is ok but on other occasions I find it’s best to speak to people over the phone or invite them in for a chat. It’s that bit more personal and can make it easier to understand the context around any particular situation.
You have spent a lot of your working life at Hull City which are your favourite memories?
I was lucky during that initial 10-year spell as the club moved to what is now the MKM Stadium, gained back-to-back promotions, got to Wembley for the first ever time (and won!) and then had two years in the Premier League. When I joined in 2001, if someone had said that all of that would happen in the next decade I’d never have believed them! The win at Yeovil in 2003/04 is an obvious stand-out as the club had waited so long for a promotion and it was the kickstart to everything that followed. I’d have to say, though, that Wembley in 2008 was the most memorable day for me. The build-up, the game, the Civic Reception a couple of days later; when I look back now it was surreal and I never take for granted how lucky I was to be involved in all of that. I remember heading across the pitch at Wembley after the initial final whistle celebrations had calmed down as my dad, sister and nephew were sat on that side of the stadium and I knew where they were. It was unbelievable really. I then got to work in the Premier League for a couple of seasons and that was an experience I’ll never forget, even though the second season ended in relegation. I was lucky enough to go to Beijing when we took part in the Asia Trophy and that was another incredible experience. Great memories, great people and a ten-year spell I’ll never, ever forget.
Of all the players you've met who stands out the most and why?
That’s a tough one but I’d probably say Nick Barmby. When he came in, he was still an England international and top-level player which made it a real coup for a League One club. I was the Press Officer at the time and the publicity generated by Nick coming to Hull City was something else. He was the ultimate professional, both on and off the pitch, and someone who was very easy to work with. Nick is also a great ambassador for the club, and the city in general, and probably more importantly he’s a genuinely nice person who remains a good friend.
Hull City DSA would like to thank Brendon and Leanne for taking time out of their busy schedules to answer our questions.
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