Customer Operations Executive

5 months ago

Leeds, United Kingdom The Yorkshire County Cricket Club Full time

**About the Yorkshire County Cricket Club**

We are incredibly proud of our 160 years of history and heritage at The Yorkshire County Cricket Club. The extraordinary historical moments we have hosted at Headingley, our decorated County Championship and women’s team, as well as producing the most cricketers to represent England has all established us as the most famous cricket club in the world.

As we acknowledge the recent events, the Club is committed to learning from the past and implementing the significant change required to make The Yorkshire County Cricket Club a place for everyone, from all backgrounds. Our broad programme of transformation and improvement will drive a positive future as a beacon of progress and restore the Club to its rightful place as the beating heart of English cricket again. At the centre of our transformation is our EDI Plan which can be accessed on our website.

It’s a very exciting time to join Yorkshire Cricket and help create lasting change.

**Department Overview**

The Ticket and Membership Office is an integral part of The Yorkshire County Cricket Club and is the main point of contact for the majority of ticketing and membership related enquiries. As well as handling ticket sales and matchday arrangements for all matches at Headingley and occasional matches at Scarborough and York. The team is also responsible for the roll out of various types of annual memberships. An additional element of the role is to assist in the running of the Yorkshire Cricket Centre which comprises of various duties including managing bookings for internal and external groups as well as taking and reconciling payments.

**The Opportunity**

This is a fantastic opportunity for someone who is passionate about providing the best levels of customer service in a fast paced and energetic environment within the sporting sector. You’ll be part of our current proactive, innovative and forward-thinking Ticket Office and Membership team, helping deal with all relevant ticketing and membership queries we receive. This role will play a key role in the delivery of match days and help make it a memorable experience for those attending any of our grounds, including Headingley, Scarborough and York. Alongside this, the role will play a key part in the success of the Cricket Centre throughout the winter and ensure it is run smoothly and efficiently.

**Job Purpose**

**Job Specification**

**Essential Criteria**
- Previous experience in a fast paced environment delivering excellent customer service, preferably in a similar sector.
- Experience of working and delivering a service in large events, preferably in the entertainment or sporting sector.
- Good knowledge of IT systems, including Microsoft Excel and Word.
- A good understanding of the role a Ticket Office plays in the delivery of events and the importance of it.
- Previous experience of working in a similar environment and working towards key objectives to deliver during certain timeframes against KPI’s
- Strong communication and verbal skills and a natural ability to engage with, motivate and influence a diverse range of people, including groups and individuals

**Desirable Criteria**
- Previous experience in ticketing and membership
- A good understanding and knowledge of cricket

**Responsibilities**
- Helping to record sales, bookings and receipts in relation to Ticket Office and Membership sales
- Use our ticketing software ‘Secutix’ to process all ticketing relating sales
- Print all physical ticketing and membership related literature such as membership cards in a timely and effective manner.
- To assist and work alongside the current ticketing team to ensure the team work towards the relevant deliverables and KPI’s
- To help assist with any ticketing queries for our outgrounds at Scarborough and York.
- To provide high levels of customer service and help with any ticketing related query on match days at Headingley and also our outgrounds.
- To provide customers with support via telephone calls assisting with any membership or ticketing query
- Help with any in person face-to-face enquiries relating to tickets during the off season.
- To work alongside other departments and any external third parties to ensure a smooth delivery of match days and general club activities
- To help manage the bookings and the payments for the Cricket Centre
- To help setting up lanes prior to people attending the Cricket Centre
- To liaise with other Yorkshire Cricket staff to help with the organisation and use of the Cricket Centre
- Demonstrate, at all times, a commitment to equality, diversity and inclusion behaviours, decision-making and working practices
- Advocate the values of dignity, fairness, equality and respect

**Key Relationships / Stakeholders**
- Commercial department
- Operations department
- All staff related to Yorkshire Cricket
- Third parties such as our ticketing software provider, G4S and the ECB

**Job Types**: Full-time, Permane

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