Ticketing Supervisor

Job title:

Ticketing Supervisor

Company

Bristol Sport

Job description

As the Supporter Services Supervisor you will be responsible for managing the Bristol Sport Supporter Services team to deliver ticket sales, respond to enquiries and fulfil ticket and membership sales. You will need to support and motivate your team to deliver excellent customer service as well as looking for opportunities to meet the wider team’s Key Performance Indicators (KPIs) and targets.KEY RESPONSIBILITIESTo manage the day-to-day operation of the Supporter Services department ensuring a smooth customer experience on the phone, email, online, and at the Ticket Office on a matchday.
To ensure all Supporter Services team members are fully trained, committed, and motivated to deliver a helpful and informative service to all our supporters including dealing promptly and effectively with any complaints.
To manage the Supporter Services team including the matchday rotas, annual leave requests and other line management responsibilities such as conducting performance reviews.
To run the Ticket Office on their scheduled matchdays, supervising a team of matchday casual staff and liaising with other teams where needed.
To regularly report on email and phone call data and recommend process improvements to work towards agreed KPIs.
To propose a set of performance standards for the team in relation to conversion of calls to bookings, the number of unanswered calls, product upgrades.
To be the first point of escalation for complaints and supporter feedback. To resolve complaints in a timely and appropriate manner and suggest solutions to stop repeated complaints of a similar nature.
To lead on other operational projects as and when required.
To liaise with the Ticketing Executive to provide supporter feedback in order to improve the online customer journey.
To assist the Ticketing & Revenue Manager in any relevant tasks related to the department.
KEY OBJECTIVES (KPIs)Work towards our Service Level Agreements (SLAs) in terms of turnaround time for replying to supporter emails
Effective management of the Supporter Services team
Manage the Ticket Office on matchdays
Work towards our sales targets and motivate the team to achieve them
Essential SkillsExtensive experience of managing and developing a team
Passion for delivering excellent customer service
Good problem solving and decision making skills
Desire for continuous improvement
Attention to detail
Ability to lead by example
Desirable SkillsInterest in sport or events
Confidence in working in a target driven environment
TrainingInduction training on the ticketing and phone systems will be provided
Health and SafetyResponsible for ensuring all health and safety procedures are followed at all times, with relevant paperwork to support
To ensure all employees complete their training required to do their job
Report all incidents and accidents as required
To report any hazards detected
To complete and review the risk assessments for the department
Human Resources ActivitiesSupport a departmental induction program for employees to receive the appropriate new hire training to successfully perform their job
Ensure employee understand expectations and parameters
Participate in the employee performance appraisal process, providing constructive feedback as needed
Ensure employee holiday allocation is utilised on a quarterly basis
Lead in the recruitment of new employees ensuring best practice and hiring the right applicant for the role
Equal OpportunitiesWe are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.SafeguardingAshton Gate Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment.Salary: up to £32,000 per annumHours: 5 out of 7 days to include home match days evenings and weekendsHow to applyTo apply, please send a CV to talent@ashtongate.co.uk. Advert will close once we have received sufficient applications.

Expected salary

£35000 per year

Location

Bristol Area

Job date

Thu, 30 Jan 2025 06:37:12 GMT

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