Online Ticketing Manager - Finchley (Rugby Events!) (Permanent)

This is an exciting Managerial role for someone who loves Rugby and who has prior experience in managing customer services and ticketing fiction, as a Ticketing Manager.

This exciting role based near Finchley, will be charged with managing a team of 4, and will ensure that all fans have an excellent customer experience with the Ticketing process. As a result,you will enjoy £26,000 salary, free tickets to the games, FREE parking, 25 days annual leave + bank holidays, pension and onsite cafe for staff!

To be successful in this role, the right applicant will need to have prior people management experience and have worked with an online ticketing platfrom before (like Securtix)

Your primary goal will be to sell out the stadium for all matches, working directly with the Head of Marketing and Head of Ticketing to make it happen.

Being part of the 'front line' you will be expected to engage with supporters across all communication channels: phone, email, Twitter and Facebook. As the Ticketing Manager, you will be overseeing the day to day function of the Supporter Services team, ensuring that all team members are fully briefed and equipped with all the necessary information to manage customer enquires as they arise.

This role is client facing therefore it's imperative to get first impressions right as first impressions count. You will be the link between the Club and our fan base so you will not only need to understand how the supporters are feeling but you are also required to listen, act and deal with challenges in a calm, logical manner. This role requires someone to see the bigger picture, to have a self-starter attitude and to possess a desire to get the job done to the best of their ability. Innovation and creating of better processes and effective ways of working will be a continual asset. They need to take pride in what they do and have a belief that they are assisting in the overall image of the Rugby Club.

Benefits:

£26,000 salary
Pension 3%+
2x Tickets Per Match!
Onsite discounted Cafe
FREE PARKING ON SITE
25 days annual leave + bank holidays
Fun and exciting working environment

The role:

Management

Managing a team of direct reports across both our Ticketing and Supporter Services function and leading by upholding the Club's core values and work ethics.

-Representing the Department at internal and external meetings in the absence of the Head of Ticketing
-Ability to work under pressure, highlight potential areas of concern before they arise and to be reactive to queries / concerns / incidents
-Holding regular team briefings to ensure communications are aligned, regular 1-2-1 meetings with direct reports and the Head of Ticketing
-Relaying necessary operational information and/or issues to Head of Ticketing as required

Ticketing and Fulfilment Systems

Managing the day to day operation of our ticketing platform (currently Secutix) to ensure we maintain a successful ticketing operation.

-Building events/Managing ticketing manifests, seating plans and pricing configurations, post event analysis, insight and financial reconciliation
-Working with our internal Marketing team to develop promotion offers which support our wider sales strategy
-Managing allocations and inventory distribution for all stakeholder groups
-To work with the finance teams to ensure our invoicing process runs smoothly with all required Purchase Orders raised in a timely manner.
-Accurate & timely reporting, presenting to ExCo and the wider company where appropriate

Supporter Services

To support the Head of Ticketing to build a proactive, and best in class, customer service strategy.

Customer Service - answering phone calls, emails and any other inbound communications from Rugby Club fans e.g. social media

1)Phone calls - to answer as many inbound calls as quickly as possible; returning all voicemails by the end of the same working day
2)Email - To deal with all emails sent to personal and supporter services in box within 48 hours and to be construct response in a professional, articulate manner
3)Email - Managing and prioritising emails, highlighting emails that you are dealing with to ensure that only one supporter services exec responds - working smartly and efficiently
4)Face to Face - representing the Club when fans visit the office and in the ticket office on a match day
5)Match Day - to set up and prepare and deal with matchday ticket sales in the matchday ticket office
6)Reconciling cash on a match day supporting Head of Ticketing with the closure of match day finance
7)Stadium infrastructure: Checking WIFI and Access Gates to ensure that all is in place
8)Working with Head of Ticketing to formulate complaints and to respond effectively, highlighting and escalating concerns as and when necessary.


EXPERIENCE REQUIRED

At least 1 year in a similar role using a ticking platform and prior experience in managing a team

Able to communicate at all levels
Self-starter, drive / determination and pro -active approach
Ability to work to strict pressured deadlines
Motivated by a passion for quality and great service delivery
A "can-do" attitude
To be an excellent ambassador for the team and Company
Ability to inspire customer trust and confidence

Ability to deal both on the phone and in electronic communications
effectively with clients and venues and to gain support with work / position function

Excellent verbal and written communication skills

Computer literate and confident in MS Excel; Word and Outlook. Sales systems such as a comparable ticketing system would be an advantage.

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Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.

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