Customer Service Executive

6 months ago

Portsmouth, United Kingdom Portsmouth Football Club Full time

About The Role

**Job title**

Customer Service Executive.

**Location**

Fratton Park, Frogmore Road, Portsmouth, PO4 8RA.

**Hours of work**

Full time; 37.5 hours per week

**Department**

Ticketing

**Remuneration**

Competitive Salary

**Reports to**

Ticket Sales and Supporter Experience Manager

**Purpose of the role**:
An exciting opportunity has arisen to join Portsmouth Football Club as Ticketing Assistant. This role sits within the Ticketing Department, reporting to the Ticket Sales and Supporter Experience Manager.

The Ticketing Assistant will provide support to the Ticket Sales and Supporter Experience Manager, as well as assisting the Ticketing Operations Executive in the day-to-day operations of the ticketing office and overseeing the staff.

You will drive sales whilst ensuring the best customer experience is always delivered for our fans and those contacting the ticket office.

We are looking for a values-driven, resilient individual with excellent organisational skills. The ideal person will understand ticketing within a professional sports environment and must be flexible and willing to work irregular working patterns in response to operational needs.

**Duties & responsibilities**
- Oversee and supervise a busy ticketing team, supported by the Ticket Sales and Supporter Experience Manager and Ticketing Operations Executive.
- Ensure the successful sale of tickets both in person and over the telephone.
- Promote best standards within the department from both a customer service and operational perspective.
- Ensure correspondence from season ticket holders and supporters are dealt with in a timely and efficient manner.
- Assist in overseeing season ticket holder requests and transfers.
- Manage and submit staff timesheets.
- Manage end of day takings, ensuring income is reconciled and reports completed for the finance department.
- Manage the away match ticket sales process to include liaising with supporter groups and match ticket purchasers, liaising with the home club, ensuring the sales process is delivered accurately and efficiently.
- Act as a key support for staff working at all serving points during office hours and at home games.
- Ensure that accurate customer data is captured for all ticket sales within Ticketmaster Sport XR system.
- Understand and assist in communicating changes, updates, and key information to all ticket office staff.
- Aid the Ticketing Operations Executive and Ticket Sales and Supporter Experience Manager with any administration requirements necessary.

**Objectives**
- Assist in ensuring the ticket office runs smoothly.
- Ensure tickets are processed and dispatched to fans in a timely manner.
- Be responsible for ensuring best practice is delivered to fans.
- Ensure that staff are fully trained to sell and administer tickets.
- Ensure all tasks set by line manager are completed to deadlines set.
- Ensure work is completed to the highest standard and accurately.

**Personal Qualities**
- Values-driven
- Outcome led.
- Data-driven
- Team-player
- Curious to learn.
- Resilient
- Methodical and thorough with a high level of attention to detail
- Ability to thrive within a fast-paced environment.
- Self-motivated
- Sense of humour
- Proactive with a ‘can-do’ attitude
- Good knowledge of Microsoft Word, PowerPoint and Excel
- Knowledge and understanding of professional sport, ideally football.

**Kindly answer the questions and include in the cover letter**:

- Are you comfortable working in an onsite setting, based at Fratton Park?
- Do you have the right to work in the UK?
- What is your notice period / availability (in weeks)?
- What is your current salary?
- What is your expected salary?
- How many years ticketing experience do you currently have?

**How to apply**

Interviews may commence before the closing date.

At Portsmouth Football Club we are committed to Equality, Diversity and Inclusion and we aim to build an accurate picture of the make-up for our talent pools. Therefore, we ask that you submit the information on the below link to ensure we are always attracting a broad and diverse range of exceptional talent from all areas of society. Responses are anonymous and the data gathered will be used to inform our future initiatives but filling in this form is voluntary.

**General information**

**We promote an equal, diverse, and inclusive** workplace and weare committed to providing the best experience for our colleagues. _As a business we aim to be as representative of as many sections of society as possible, and for each colleague to feel respected and able to give of their best every day._ We ensure that we treat people the right way, promote respect and believe that making the most of our differences is the key to the success of our business.

We take a robust approach to modern slavery and human trafficking and our organisation is absolutely committed to preventing slavery and human trafficking in our corporate activities, and to ensuring tha

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