Customer Service Manager

As the Customer Service Manager you will be responsible for managing the Bristol Sport Supporter Services team to deliver ticket sales, respond to enquiries and fulfil ticket and membership sales. You will need to support and motivate your team to deliver excellent customer service as well as looking for opportunities to meet the wider team’s Key Performance Indicators (KPIs) and targets.

KEY RESPONSIBILITIES

• To manage the day-to-day operation of the Supporter Services department ensuring a smooth customer experience on the phone, email, online, and at the Ticket Office on a matchday.
• To ensure all Supporter Services team members are fully trained, committed, and motivated to deliver a helpful and informative service to all our supporters including dealing promptly and effectively with any complaints.
• To manage the Supporter Services team including the matchday rotas, annual leave requests and other line management responsibilities such as conducting performance reviews.
• To run the Ticket Office on their scheduled matchdays, supervising a team of matchday casual staff and liaising with other teams where needed.
• To regularly report on email and phone call data and recommend process improvements to work towards agreed KPIs.
• To propose a set of performance standards for the team in relation to conversion of calls to bookings, the number of unanswered calls, product upgrades.
• To be the first point of escalation for complaints and supporter feedback. To resolve complaints in a timely and appropriate manner and suggest solutions to stop repeated complaints of a similar nature.
• To lead on other operational projects as and when required.
• To liaise with the Ticketing Executive to provide supporter feedback in order to improve the online customer journey. 
• To assist the Senior Ticketing Manager in any relevant tasks related to the department.

KEY OBJECTIVES (KPIs)

• Work towards our Service Level Agreements (SLAs) in terms of turnaround time for replying to supporter emails
• Effective management of the Supporter Services team
• Manage the Ticket Office on matchdays
• Work towards our sales targets and motivate the team to achieve them

Essential Skills

• Extensive experience of managing and developing a team
• Passion for delivering excellent customer service
• Good problem solving and decision-making skills
• Desire for continuous improvement
• Attention to detail
• Ability to lead by example

Desirable Skills

• Interest in sport or events
• Confidence in working in a target driven environment
• Contact Centre Experience

Training

• Induction training on the ticketing and phone processes systems will be provided.

Human Resources Activities

• Support a departmental induction program for employees to receive the appropriate new hire training to successfully perform their job
• Ensure employee understand expectations and parameters
• Participate in the employee performance appraisal process, providing constructive feedback as needed
• Ensure employee holiday allocation is utilised on a quarterly basis
• Lead in the recruitment of new employees ensuring best practice and hiring the right applicant for the role

Hours: 5 out of 7 days to include home match days evenings and weekends

Salary: up to £38,000 per annum

Equal Opportunities

We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Safeguarding

Ashton Gate Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment.

Due to the nature of the role, this position is subject to an enhanced DBS check