Ticket Office Representative

Location

West Ham, Greater London | United Kingdom

Job description

Job Description

Exciting opportunities have arisen in the West Ham United Ticketing Department for a full time Ticket Office Representative.  As the face of the Club to our supporters, the successful candidates will process customer ticket sales onto Venue Master from incoming and outgoing calls made by the Contact Centre, ticket office or via Email, ensuring all transactions are completed accurately and in a timely way within set time scales.

We are looking for individuals who are committed to ensuring that the call quality standard is met on every call and every opportunity is sought to drive individual as well as departmental and Club objectives by upselling and promoting WHU products and services.

Key Responsibilities:

• Inbound call handling
• Outbound call handling
• Lead Matchday Role
• Assisting with complaints
• KPIs with a required Quality score 80%+
• Assist with cashing up duties
• Flexibility to working hours to manage cup runs and departmental demands
• Compliant with Club departmental procedures
• Embrace equality and diversity and demonstrate professionalism at all times
• Adhere to Staff Handbook policies and procedures
• Appropriate use of all systems (ticketmaster, fortress, telecom2 etc)

Person Specification

The ideal candidate will have skills and experience in the following areas: -

Essential (E) Desirable (D)

Education, Qualifications, Experience

• Ticket office or call centre experience (E)
• Experience working within a sporting organisation (D)

Abilities/Skills/Knowledge:

*       IT Literate (E)

• Ability to follow instructions (E)
• Able to use initiative (E)
• Good time management skills (E)
• Ability to work calmly under pressure in a fast paced environment (E)
• Ability to work well as a member of a team and as an individual (E)
• Exceptional communication skills, especially when on the phone (E)
• Telephone sales and closing skills (E)
• Excellent customer service skills (E)
• Have a strong work ethic, can-do attitude (E)
• Be flexible and adaptable to working hours to ensure that the Department runs smoothly at all times including first team match days (E)

Job tags

Salary