Ticketing Administrator

  • Chelsea FC
  • Stamford Bridge, Fulham Road, London, UK
  • 30 Aug, 2021
Full time Administration Customer Service Premier League Stadia & Operations Ticketing

Job Description

JOB TITLE: Ticketing Administrator
DEPARTMENT: Ticketing
REPORTING TO: Ticket Office Assistant Manager
JOB FUNCTION: To ensure all supporter enquiries are answered accurately, professionally and in a timely manner, including telephone and email enquiries; supporting directly with seasonal stadium ticket sales for both home and away matches
LOCATION: Stamford Bridge/Kingsmeadow and European Away Matches
CONTRACT:  Permanent, Full Time 
 
MAIN RESPONSIBILITIES (Play Your Part):
•       Answer all enquiries received via telephone, email, in person or by post in an efficient and professional manner
•       Data entry to be precise at all times
•       Ability to sell products both reactively and pro-actively
•       Show excellent supporter service skills and professionalism
•       Point of knowledge to all supporters for the business
•       To work to deadlines and targets both as a team and an individual
•       Promote equal opportunities
•       Processing and fulfilment of season tickets, memberships and match tickets
•       Adhere to departmental policies and procedures
•       To support the Disability & Supporters Club team as and when required
 
MEASURES OF PERFORMANCE (Here to Win):
•                     Data entry to be precise and have excellent attention to detail
•                     Maintain excellent supporter satisfaction
•                     Meet seasonal departmental and personal targets & deadlines
•                     Excellent supporter service skills over telephone, on email and in person
•                     Organised with an ability to prioritise workload
•                     Ability to work towards deadlines and targets
 
PERSONAL SPECIFICATION:
 
Experience:
Essential
•                     Excellent written and oral communication skills
•                     Excellent telephone manner when speaking and interacting with supporters
•                     Excellent organisational skills with an ability to prioritise work loads
•                     Excellent supporter service skills in written, oral and face to face situations
•                     Flexibility to work shifts and match days.
•                     A can-do attitude to both routine and ad hoc work loads
•                     Experience in Microsoft Office and data entry
•                     Experience in actively listening to understand supporter concerns and how best to respond to them
•                     An awareness of matters of equality and inclusion
 
Experience:
Desirable 
•                     At least six months experience in a supporter handling role in a pressurised sporting environment
•                     Experience with working in a ticket office
•                     Experience of equality and inclusion issues
 
The Employee must at all times carry out his/her responsibilities with due regard to Chelsea Football Club policies and procedures in particular Health & Safety, Financial Authorisation, Confidentiality and with regard to the Data Protection Act. The Employee must act to protect all young people and vulnerable adults that are in their care or attending the Company's premises. The Employee must report any misconduct or suspected misconduct to the Safeguarding Lead. 
Chelsea Football Club and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups) that are in our care or attending our premises. As a consequence, Chelsea FC may require any successful applicants to complete a DBS Check prior to working at our premises. Successful applicants may also be required to undergo other child protection screening appropriate to the post applied for.
The Employee must ensure a positive commitment towards equality and diversity by treating others fairly and not committing any form of direct or indirect discrimination, victimisation or harassment of any description and to promote positive working relations amongst Employees and customers.  
The above Job Description is not intended to be exhaustive, the duties and responsibilities may therefore vary over time according to the changing needs of the Club.