Senior Ticketing Operations Coordinator
Location
Highbury, Greater London | United Kingdom
Job description
Job Description
The Role
We are looking for a ticketing professional with strong customer service experience to be responsible for a number of administrative duties which support the processing, fulfilment and dispatch of approximately 300,000 tickets per year in an accurate and timely manner for the men’s and women’s first team.
You'll cover a range of integral duties including communicating with internal and external stakeholders across all levels of memberships, while ensuring first class customer service is provided.
Who we are
We are one of the most famous clubs in world football, with a rich heritage and history of success – read more about our history, here .
Beyond that, we are passionate about our local community and, behind the scenes, we have a wide variety of opportunities and career paths for all. We have a very defined purpose: to act for a winning team, culture and community. We achieve this by ensuring we are courageous in the pursuit of progress, we champion our community and each other, and that we do the right thing (even when no one is looking).
Your day-to-day
- Drive our ticketing process – liaise with the senior ticketing team to ensure effective completion of all ticket processing and dispatch requirements relating to men’s and women’s fixtures
- Line management and leadership – you'll manage two Ticketing Operations Coordinators and be responsible for delegation of tasks in accordance with priorities and upcoming fixtures
- Make every ticket count – responsible for the management of specific inventory pots (partner, player, staff, supporter club) to ensure all tickets are maximised and made available to purchase if not required
- Communications and exceptional customer services – responsible for the management of a number of mailboxes, communicating with clubs when required to confirm home and away ticketing allocations and dealing with any associated arrangements
- Security and compliance – assist with touting checks, investigations and working to find resolutions
- Financial reporting – balancing monies processed on a daily basis and report to the Finance team, these can be high value transactions especially during the season ticket renewal process
- Exceptional customer service – proactively assist with the departments season ticket renewal process and assist with ticketing enquiries from the Supporter Services team
What we are looking for
- Previous experience in a ticketing role – experience working in a high-volume ticketing environment, with access control experience
- Customer service excellence – experience working within a customer centric team environment, delivering a high level of customer service
- Flexibility and adaptability – reacts quickly and flexibly to changing event and operational conditions and demands
- Excellent communication skills – able to liaise with internal and external stakeholders in a respectful and supportive manner
- Excellent attention to detail – especially around numerate tasks; able to process large volumes of requests accurately following business guidelines
- Superb organisational skills – organised and good at planning work activities and can confidently prioritise and manage multiple tasks appropriately
- Strong IT skills – proficient in Excel, Word & Outlook
- Matchday presen ce – required to work on Match days/Events across men’s and women’s to assist in varied duties, may be required to undertake a supervisory role at specific times
Why choose us
At Arsenal, we want everyone to feel a sense of trust and belonging, so we are proud of both our club values and also what we offer to our employees. As one of our Gunners, you will receive:
- An exciting reward and recognition scheme
- Generous holiday allowance which increases with your length of service
- Great internal learning and development programmes
- A flexible hybrid working model
- Priority access to apply for match tickets
- A competitive health and wellbeing benefits package
- A leading Employee Assistance Programme
- Great discounts with some of our Partners
Please note: this role is being managed by Filippi Consulting on behalf of Arsenal Football Club.
Arsenal for Everyone
Arsenal for Everyone is our commitment to promoting and embracing equality, diversity and inclusion, so that everyone connected to the club feels like they belong to the same Arsenal family. We believe that diversity of background, skills and experience drives our success on and off the pitch.
Disability Confident Leader
We are a Disability Confident Leader. We actively welcome applications from people with disabilities and long-term health conditions. If you need disability-related adjustments to the recruitment process, please indicate this in your application.
If you are likely to meet the definition of being a ‘disabled person’ according to the Equality Act 2010 , we will offer you an interview if you meet the minimum criteria for a role. Please choose the option of a guaranteed interview on your application form. The information you share with us about your health or disability will not be used in recruitment decisions.
Application Closing Date: Please note, applications for this role will close on Monday 11th March 2024.
Job tags
Salary