Customer Operations Executive

Organisation: The Yorkshire County Cricket Club

Department: YCCC - Commercial

Reporting Line: Ticket Office and Membership Manager

Salary Band: 1 Administrator

Location: Headingley Cricket Ground, Leeds

Employment Type: Permanent - 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 here. It’s a very exciting time to join The Yorkshire County Cricket Club and help create lasting change.

**Department Overview**

This is a unique customer facing team which deals with a variety of queries on a daily basis for one of the largest First-Class Counties. The Ticket and Membership Office are an integral part of The Yorkshire County Cricket Club and play a vital customer facing role all year round. The Ticket Office play a vital role as being the main point of contact for any ticket sales or queries, whether that’s over the phone, in person or via our online ticketing system for all fixtures that take place at Headingley Cricket Ground, York and Scarborough. Alongside ticket sales, the Ticket Office is responsible for the roll out of membership each year and help deal with any queries our members may have and for the bookings of our indoor nets in the winter.

**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.

For more information, follow the link below for the full job description including selection criteria for the role. This role will involve working evenings, weekends and bank holidays when required due to the schedule of matches.

**Key Responsibilities**

Ticketing and Membership
- 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.

Customer Service and Match Days
- 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

Cricket Centre
- 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

Equality, Diversity and Inclusion
- 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

Please note: This is not an exhaustive list and the role may be required to undertake additional roles and responsibilities as identified from time to time in order to meet the ongoing requirements of the company.

**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 Specificatio