Client Support Assistant - Ticketmaster Clubs (12 month FTC)

at  Live Nation

Job Summary:
Location : London, Manchester or Glasgow, UK
Division : Ticketmaster Clubs
Line Manager: Senior Client Account Manager
Contract Terms: 12-month contract, 40 hours per week. On a rota basis. Evening and weekend work required.

WHAT YOU NEED TO KNOW (OR TECHNICAL REQUIREMENTS)

• I.T. literate - Windows Office Suite (Word, Excel and Outlook)
• A proven understanding of the ticketing/entertainment industry
• Training will be provided on the TicketWeb and Universe platforms (previous experience of either is beneficial but not required)

YOU (BEHAVIOURAL REQUIREMENTS)

• A highly motivated and conscientious individual
• Excellent communication, interpersonal and customer care skills
• A proactive nature to include a flexible approach to hours of work and location of duties
• Ability to use self-initiative as well as work within a team
• Excellent time management skills
• A calm, patient, and professional manner
• Confident telephone manner
• Confident in dealing with the general public face to face
• Good organisational skills, with a high level of attention to detail

• To assist the CAM teams in satisfying, retaining, and developing current or future client relationships by ensuring good levels of communication with venues and promoters whilst providing system support and query resolution
• To support the CAM teams in effectively monitoring and controlling available ticket inventory with a view to maximising its retail potential
• To support the CAM teams on the TicketWeb and Universe platforms
• To ensure that all event related information is communicated speedily and accurately in a way that ensures that the information is clearly received and easily understood by all relevant parties (internal and external)
• To develop and maintain an in-depth understanding of each client’s business needs.
• To report all client service issues to the CAM teams whilst ensuring that a high standard of client care is maintained at all times.
• To react in an efficient and courteous manner to client requests whilst adhering to all service level agreements (internal and external).
• To develop and maintain effective teamwork across the UK offices. (London, Manchester & Glasgow)
• To assist the CAM teams to ensure that all info pages event related information is accurate, up to date & accessible across all sales channels e.g. Call Centre and Internet prior to on-sale and during the life cycle of each event.
• To attend event day box offices (venue based and ‘green field’ sites), venues and events as directed by the Senior CAMs and Head Of Ticketmaster Clubs.
• Offer support to clients in the printing and distribution of pre-printed and care-of-box-office tickets.
• General ticket fulfilment problem-solving.
• To recognise and embrace the operational requirements of the Client Account Management Team through a flexible approach towards hours of work and location of duties to include participation in a shift system of work as directed by the Senior CAMs and Head Of Ticketmaster Clubs.
• To continuously seek ways in which to improve personal, team and business performance
• To complete a daily checklist of required tasks, as coordinated by Senior CAMS, CAMs and Head Of Ticketmaster Clubs; including, but not limited to markbacks, reports, barcode files, event building, event checking and other tasks on the daily spreadsheet
• Recognise and embrace the operational requirements of the Account Management Team through a flexible approach towards hours of work and location of duties to include participation in a shift system of work as directed by the Client Services Manager / SCAM.
• To assist with, and contribute to, the day-to-day administration of the CAM team under the guidance of the Senior CAMs and CSMs
• To comply with all Company policies as directed by the Human Resources Manager to include, but not limited to, the Company’s Health and Safety Policy
• To ensure that a clean, tidy, safe, and secure working environment is maintained at all times
• To ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs
• To represent the Company, as required, at functions, events, and PR visits whilst ensuring that all business-related topics and agendas are communicated to relevant managers and Directors
• To undertake any other relevant duties which fall under the general scope of this role as directed by your immediate Line Manager or a Director of the Company
• Become proficient on the TicketWeb and Universe platforms to a high level.
• Contribute towards the drive for self-service enablement across our client portfolio.