Ticket Office Representative

Discipline: Ticketing
Job type: Vacancy
Salary: £London Living Wage
Job ref: 002462
Published: 3 months ago
Expiry date: 10 July 2022

We are committed to the principle of equality and equal opportunities in employment and have been accredited with being a Disability Confident Leader.   We will actively promote equality and equal opportunities in our business to ensure that individuals receive treatment that is fair and equitable and consistent with their relevant aptitudes, potential skills and abilities.

 

West Ham United FC is committed to equality and safeguarding children and ‘adults at risk’. Positions that involve working with such groups are subject to safer recruitment protocols, including DBS Disclosure at enhanced level.

 

We believe that a diverse workforce strengthens our creativity and delivers the best commercial performance. We are, therefore seeking applications from high quality people, whose backgrounds, experience and identity broadens and enhances the diversity of our company.

 

As an employer we are committed to promoting and protecting the physical and mental health of our staff.

 
 
 
 
 
 
 
 

Job summary 

 

Exciting opportunities have arisen in the West Ham United Ticketing Department for a full time Ticket Office Representative. Within the department there is opportunity for growth and successful applicants will receive fully funded support to gain a Customer Service Practitioner Level 2 or Level 3 qualification.

 

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:

 

*       Handle all types of calls including inbound and outbound calls by actively calling WHU customers from our database by making outbound calls to sell, promote or research WHU or Partners products

*       Handle sales orders face to face via the ticket office counter ensuring that your cash/till balances at the end of your shift

*       Ensure that you are always compliant with the Data Protection Act by ensuring that you are speaking to the right customer

*       Follow calls scripts at all times and update customer onto the CRM and Venue Master system accurately

*       Ensure all tasks are completed within set time scales and relevant processes are adhered to

*       Be accountable for keeping up to date with changes in Company Procedures and Processes

*       To embrace diversity throughout the club and ensure that your behaviour always demonstrates that commitment by encouraging diversity and facilitating equality of opportunity in accordance with the Club’s Equality and Diversity Policy in force from time to time

*       To be aware of our Company Policies and Procedures which are in force from time to time; to ensure that your actions and behaviour are always consistent with and champion the requirements of those policies and procedures

*       To ensure that you have seen and are familiar with the contents of the Employee Handbook

*       Comply with all aspects of the Employee Handbook at all times

*       Process customer ticket sales onto Venue Master from incoming and outgoing calls made by the Contact Centre, ticket office or via Email

*       Actively update the CRM system in line with Departmental processes and procedures

*       To ensure all transactions are completed accurately and in a timely way within set time scales

*       Handle sales orders via the Club Store counter in a timely way ensuring that your cash/till balances at the end of every day and all banking processes are always adhered to

*       Adhere to all GDPR processes and procedures including handing monetary transactions and customer data

*       Take an active role in ensuring continuous improvement by contributing feedback

*       Ensure 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

*       Process and record Departmental admin accurately and efficiently

*       Carry out requests received from internal customers from other departments in line with GDPR

*       Act as advisor to all other departments with regards to Ticket Office enquiries

*       Contribute to the overall Departmental performance and development through team meetings, briefings, training sessions, 1:1 coaching and identification of one’s own training needs

*       Undertake ad hoc duties from time to time and as requested from the Management Team including tasks allocated by your supervisor

*       Be flexible and adaptable to working hours to ensure that the Department always runs smoothly including first team match days

*       Cover the Club Store position from time to time

*       Undertake varying ticket roles on a match day

 
 

Equal Opportunities

1.       To ensure that all departments are provided within an anti-discriminatory framework and take account of such issues as race, gender, sexuality, disability, religion, sexual orientation and age.

2.   To carry out work in a manner which promotes equality of opportunity for both staff and clients.

 

Employees will be recruited and selected, promoted and trained on the basis of objective criteria

 

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)
  • Previous Customer Service 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)