As the Supporter Services Supervisor 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.

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

• 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 Ticketing & Revenue Manager in any relevant tasks related to the department.