Published - Thu, 23 Jan 2025
Job Summary
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. If you believe that the arts should be accessible to all, we want to hear from you! Job Description
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. Responsibilities: Accurately create and manage events 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 issues/editing information that may arise during the course of the event Maintain accurate and organised records/documentation related to events creation and maintenance Respond to customer enquiries/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 customer & stakeholder interactions Action authorised refunds Proactively identify and resolve potential customer service issues before they escalate Liaise regularly with Account Management teams to ensure a 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 customers Actively participate in team meetings and training to improve skills and knowledge Proactively contribute to and maintain a culture of trust, respect and inclusivity within the team Perform other duties assigned by the UK Head of Ticketing Operations/senior management Job Requirements
Reports to:
UK Head of Ticketing Operations Location:
Hybrid. 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 Expected start date:
As soon as possible 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 Person Specification:
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 Experience of Zendesk customer service platform Proficient in Microsoft Office and Google Suite Familiarity with ticketing platforms and CRM software is a plus Job Overview
Job Title:
Ticketing Operations & Customer Service Executive By collaborating with venues, promoters, artists and more, we’re giving our members access to the best live events in the country. This means we can provide NHS and charity workers with memorable live entertainment for a very affordable cost, while helping the live events industry to develop audiences and support sustainable revenues across the live and night-time economies.
#J-18808-Ljbffr
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. If you believe that the arts should be accessible to all, we want to hear from you! Job Description
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. Responsibilities: Accurately create and manage events 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 issues/editing information that may arise during the course of the event Maintain accurate and organised records/documentation related to events creation and maintenance Respond to customer enquiries/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 customer & stakeholder interactions Action authorised refunds Proactively identify and resolve potential customer service issues before they escalate Liaise regularly with Account Management teams to ensure a 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 customers Actively participate in team meetings and training to improve skills and knowledge Proactively contribute to and maintain a culture of trust, respect and inclusivity within the team Perform other duties assigned by the UK Head of Ticketing Operations/senior management Job Requirements
Reports to:
UK Head of Ticketing Operations Location:
Hybrid. 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 Expected start date:
As soon as possible 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 Person Specification:
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 Experience of Zendesk customer service platform Proficient in Microsoft Office and Google Suite Familiarity with ticketing platforms and CRM software is a plus Job Overview
Job Title:
Ticketing Operations & Customer Service Executive By collaborating with venues, promoters, artists and more, we’re giving our members access to the best live events in the country. This means we can provide NHS and charity workers with memorable live entertainment for a very affordable cost, while helping the live events industry to develop audiences and support sustainable revenues across the live and night-time economies.
#J-18808-Ljbffr
