Job Summary:
Location : Manchester, UK
Division : Ticketmaster UK.
Line Manager: Team Manager (Contact Centre)
Contract Terms: Permanent, 35 hours per week.

WHAT YOU NEED TO KNOW

• Contact Centre customer s ervice experience.
• Experience using Microsoft packages including but not limited to outlook, word and excel.
• Understand the importance of both internal and external customers .
• Excellent written and verbal communication skills.
• Excellent time management and organisational skills.

YOU (BEHAVIOURAL REQUIREMENTS)

• Maintains working relationships to promote positive and friendly culture.
• Demonstrates an understanding of the fan concept.
• Display a high level of focus and demonstrates strong attention to detail.
• Displays a good knowledge of grammar and punctuation.
• Enthusiastic, confident and able to communicate at all levels.
• Ability to work under pressure to meet targets and deadlines.
• Ability to analyse and solve problems.

• Working across multi-functional teams, Service Resolution, Resale, Access, Complaints & social media .
• Communicating with fan s verbally and electronically via live chat, email and phone.
• Resolve fan queries in an efficient and timely manner in line with agreed Key Performance Indicators and Service Level Agreements.
• Provide the highest level and quality of fan service at all times ensuring fan confidence.
• Make suggestions for service improvement.
• Advise and support other members of the fan support team and external departments in relation to event and venue information and fan queries.
• Liaise with other departments across the business to ensure adequate knowledge of the business to enhance the service provided to the fan .
• Adhere to all company and departmental processes, policies and procedures.
• Undertake other duties as required by management.