Come and join us at Tickets for Good! We are an exciting ticketing initiative that provides free and discounted tickets to NHS workers, Charity workers, Teachers and people affected by the cost of living crisis.
We are currently hiring for a full-time Ticketing Operations & Customer Service Executive to join our small but mighty team. You will work closely with our Head of UK Ticketing Operations to ensure the successful delivery of events and provide quality support to our valuable customers. This will include creating events on the platform, working closely with account managers to highlight potential issues, maintaining our internal systems, and responding to customer queries by email.
You will also be required to assist the team with problem-solving ticketing and customer-based challenges arising from our 500+ clients across music, theatre, sport, comedy, and more.
If you believe that the arts should be accessible to all, we want to hear from you!
Expected start date:
As soon as possible Reports to:
UK Head of Ticketing Operations Location:
Hybrid working. We have ‘in-person’ days once or twice a week depending on the team in your location (Sheffield or London). We also have a quarterly full team get-together. It is desirable that you join these. Essential equipment will be made available to allow for working from home. Salary:
£25,000 per annum Hours:
9:30am - 5:30pm, working 5 days across a 7 day week, with regular weekends and bank holidays Overview:
The Ticketing Operations & Customer Service Executive is a key member of both teams, responsible for supporting the creation and management of events on the platform and maintaining high standards of customer care. You will assist in efficient and timely reporting to external stakeholders as well as responding to internal and external event requests and queries. You will be the first point of contact for our customers through email, providing exceptional service and support to ensure customer satisfaction. Objectives: Ensure Accurate and Efficient Event Creation Provide first-rate customer support and boost satisfaction Promote Effective Communication and Collaboration Support Company Missions and Continuous Improvement Responsibilities: Accurately create and manage events on the platform according to event creation guidelines and standards to ensure a seamless customer experience Maintain an organised events pipeline on the CRM and maintain efficient communication channels with other departments Manage events on the platform, including handling any issues and editing information that may arise during the course of the event Maintain accurate and organised records and documentation related to events creation and maintenance Respond to customer enquiries and complaints promptly and professionally via Zendesk, ensuring robust responses, a positive resolution and customer satisfaction Actively promote and engage with the company's mission, vision, and values, ensuring these are reflected in all customer & stakeholder interactions Action authorised refunds on the platform Proactively identify and resolve potential customer service issues before they escalate Liaise regularly with the Account Management teams to ensure the timely resolution of queries Collect and relay customer feedback to the management team for continuous improvement Maintain a thorough understanding of our products and services to provide accurate information and support to customers Actively participate in team meetings and training sessions to improve skills and knowledge Proactively contribute to and maintain a culture of trust, respect, and inclusivity within the team Perform other duties as assigned by the UK Head of Ticketing Operations or senior management Person Specification: Essential Criteria: Exceptional attention to detail and commitment to accuracy Excellent communication and interpersonal skills, both written and verbal Excellent organisational skills, with the ability to manage multiple projects simultaneously and meet tight deadlines Ability to work independently as well as in a team environment Demonstrated ability to maintain confidentiality and discretion Desirable Criteria: Experience of Zendesk customer service platform Proficient in Microsoft Office and Google Suite Familiarity with ticketing platforms and CRM software is a plus Please be aware that only applications with a covering letter will be reviewed. Job Types: Full-time, Permanent Pay: £25,000.00 per year Benefits: Casual dress Company events Company pension Flexitime Sick pay Work from home Schedule: Monday to Friday Weekend availability Work Location:
Hybrid remote in Sheffield S1 2BX Application deadline:
30/01/2025
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As soon as possible Reports to:
UK Head of Ticketing Operations Location:
Hybrid working. We have ‘in-person’ days once or twice a week depending on the team in your location (Sheffield or London). We also have a quarterly full team get-together. It is desirable that you join these. Essential equipment will be made available to allow for working from home. Salary:
£25,000 per annum Hours:
9:30am - 5:30pm, working 5 days across a 7 day week, with regular weekends and bank holidays Overview:
The Ticketing Operations & Customer Service Executive is a key member of both teams, responsible for supporting the creation and management of events on the platform and maintaining high standards of customer care. You will assist in efficient and timely reporting to external stakeholders as well as responding to internal and external event requests and queries. You will be the first point of contact for our customers through email, providing exceptional service and support to ensure customer satisfaction. Objectives: Ensure Accurate and Efficient Event Creation Provide first-rate customer support and boost satisfaction Promote Effective Communication and Collaboration Support Company Missions and Continuous Improvement Responsibilities: Accurately create and manage events on the platform according to event creation guidelines and standards to ensure a seamless customer experience Maintain an organised events pipeline on the CRM and maintain efficient communication channels with other departments Manage events on the platform, including handling any issues and editing information that may arise during the course of the event Maintain accurate and organised records and documentation related to events creation and maintenance Respond to customer enquiries and complaints promptly and professionally via Zendesk, ensuring robust responses, a positive resolution and customer satisfaction Actively promote and engage with the company's mission, vision, and values, ensuring these are reflected in all customer & stakeholder interactions Action authorised refunds on the platform Proactively identify and resolve potential customer service issues before they escalate Liaise regularly with the Account Management teams to ensure the timely resolution of queries Collect and relay customer feedback to the management team for continuous improvement Maintain a thorough understanding of our products and services to provide accurate information and support to customers Actively participate in team meetings and training sessions to improve skills and knowledge Proactively contribute to and maintain a culture of trust, respect, and inclusivity within the team Perform other duties as assigned by the UK Head of Ticketing Operations or senior management Person Specification: Essential Criteria: Exceptional attention to detail and commitment to accuracy Excellent communication and interpersonal skills, both written and verbal Excellent organisational skills, with the ability to manage multiple projects simultaneously and meet tight deadlines Ability to work independently as well as in a team environment Demonstrated ability to maintain confidentiality and discretion Desirable Criteria: Experience of Zendesk customer service platform Proficient in Microsoft Office and Google Suite Familiarity with ticketing platforms and CRM software is a plus Please be aware that only applications with a covering letter will be reviewed. Job Types: Full-time, Permanent Pay: £25,000.00 per year Benefits: Casual dress Company events Company pension Flexitime Sick pay Work from home Schedule: Monday to Friday Weekend availability Work Location:
Hybrid remote in Sheffield S1 2BX Application deadline:
30/01/2025
#J-18808-Ljbffr
