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Ticketing Operations

3 months ago

Wembley Stadium, United Kingdom The Football Association Full time

Our Organisation
The Football Association [The FA] is the not-for-profit governing body of football in England.

It is responsible for promoting and developing every level of the game, from grassroots through to the professional game, and generates significant revenue to support investment into English football each year.


The FA oversees England international teams across men's, women's, youth and disability football, as well as running the National League System and FA Competitions including the Emirates FA Cup, Barclays FA Women's Super League, FA Women's Championship, and Vitality Women's FA Cup, and the world-class facilities of Wembley Stadium and St.

George's Park,
all with a purpose to Unite the Game and Inspire the Nation.


The Role*Our Ticketing Operations departmnent has an exciting fixed term position for a Memberships Coordinator, who will support Ticketing Operations, Customer Engagement and ESTC Membership services to the highest of standards.


Key Accountabilities:

  • Assist Ticketing Operations in the configuration of the Ticketing Platform for each event.
  • To be the first point of contact for daytoday queries from the ESTC membership and General Public for all events.
  • Provide a dedicated service to persons with accessible needs for all applicable events.
  • Provide proactive customer support via digital communication channels (Freshdesk, social channels and FA Group websites) ensuring all online knowledge databases are fully up to date.
  • Support the planning and delivery of The FA Group's social media strategy across all social channels.
  • If required, provide MD1 and MD support in the delivery of all England Senior Men's and Woman's Matches.
  • Support the delivery of fan engagement activities for England matches and the ESTC membership.
  • Working collaboratively with Membership Management and other stake holders, deliver excellent Customer Engagement services to all guests, including FA Group Memberships.
  • Build positive relationships with, but not restricted to, internal and external stakeholders, event management, security, ticketing, communications, and host Federations in order to provide the best customer experience for our guests.
  • Provide out of hours support where required.
  • Execute additional tasks as required in order to meet FA Group changing priorities.
  • Comply with all company policies and procedures to ensure the highest standards of health, safety and wellbeing can be maintained.

What we are looking for?
Essential

  • Previous experience in a customer facing role
  • A keen interest in football alongside knowledge and understanding of the industry at all levels.
  • Website content management and social media tools experience
  • Significant administration experience
  • Flexible approach to working hours
  • Proficient skills in Microsoft Office
Desirable

  • Contact centre experience would be desirable but not essential
  • Experience with online community management
  • Experience using social media for business purposes
  • Experience of working in a constantly changing environment and having to adapt appropriately

What we can offer you?

  • An exciting and challenging role within a changing, dynamic and worldrenowned sports organisation.
  • Attractive benefits and a competitive salary.


Please be aware that unless you are on a homebased contract, your contract with The FA will specify a fixed location of either Wembley Stadium, St.

George's Park or our Processing Centre.


We currently work within a hybrid working model whereby the expectation is to work from your contractual location for part of the week, and as and when required by the team.

The remaining days can be worked remotely. We will continue to monitor this model and it may be adjusted in future if deemed necessary.

Job Types:
Full-time, Contract