Customer Solutions Manager
Share
Job Location:
Monthly Salary:
Posted on:
Vacancies:
Job Summary
About Ticketek & TEG
Ticketek Entertainment Group is a global fan experience company that tickets promotes and delivers live experiences that are impossible to a distracted world where nothing beats real human moments We make life better live!
Our Group includes; our Fan Experience Platform (Ticketek) that sells tickets and provides value added services Event promoting with businesses across Touring (TEG Touring) Sport (TEG Sport) and Family Experiences (TEG Experiences) and our digital business (Ovation) which focuses on delivering seamless data-driven outcomes for our fans and partners.
In the UK Ticketek delivers end-to-end ticketing services for a broad range of venues and event organisers putting fan innovation at the heart of everything we do.
The Role
As a Customer Solutions Manager you will report directly to the Head of Customer Solutions and lead a small team providing guidance support and direction to ensure high service standards are consistently met.
You will engage with customers across phone email and social media ensuring all enquiries are handled efficiently and resolved within agreed SLA targets. Your responsibilities will include managing both general and complex enquiries and ensuring the team is fully equipped with the appropriate tools and information to deliver excellent service. You will also work closely with the Client Services team to investigate and resolve any issues related to event on-sale and pre-sale activity.
Please note: The role is Monday Friday 9:00am 5:00pm with some weekend work required.
Based in London the role is hybrid with a minimum of 3 days in the office.
Requirements
As a Customer Solutions Manager you will:
- Respond to customer enquiries across multiple channels including phone email social media and Trustpilot
- Print and pack tickets for customers attending upcoming events where required
- Produce weekly reports for clients
- Lead the team and provide support with complex or escalated cases
- Collaborate effectively with a wide range of internal and external stakeholders
- Work on event days including weekends during peak periods
- Demonstrate flexibility to meet the needs of the business
- Deliver in-person and virtual training sessions for clients and external agencies as required
- Develop comprehensive training materials and documentation to support new projects and client onboarding
The Person
Were looking for someone who:
- Experience in Omni-channel support - Phone Email Social & Trust Pilot Platform - Required
- Previous experience in sales over the phone (processing orders invoicing etc.) - Required
- Has proven customer service experience across phone email and CRM systems. Specifically Zendesk. At least 1 Year Experience - Required
- Communicates with confidence style and professionalism across all levels of business relationships
- Is adaptable and able to thrive in a fast-paced ever-changing environment
- Demonstrates strong problem-solving skills with the ability to design and implement innovative solutions to everyday challenges
- Has excellent time management skills and can effectively manage competing priorities and deadlines
- Possesses a strong attention to detail
- Can quickly build rapport and develop positive long-lasting client relationships
- Is a collaborative team player motivated to deliver exceptional results
Benefits
So what does Ticketek & TEG offer
Culturally we are ambitious innovative and commercially driven operating in a fast-paced environment that focuses on developing our peoples strengths and talent. This collaborative culture has been central to our success with teams motivated to consistently exceed expectations.
Our people enjoy a wealth of benefits including:
- 23 days annual leave plus Birthday leave
- Enhanced pension contributions sick and family leave
- Complimentary tickets
- Recognition Awards
- Employee Assistance Programme
Applying for this role
At Ticketek and TEG we are committed to fostering an inclusive and balanced workforce supported by policies and processes that put this at the heart of our strategy. We welcome applications from all suitably qualified candidates regardless of gender gender identity disability marital or parental status racial ethnic or social origin colour religion or belief or sexual orientation.
We strive to make our recruitment process accessible and inclusive for everyone. If you require any adjustments to ensure a fair and equitable experience please let us know when scheduling your interview.
To apply for this role please send your CV and cover letter detailing your salary expectations to:
Please know you must have the right to work in the UK to be considered for this role.
Required Experience:
Manager
Key Skills
- Organizational Management
- Presentation Skills
- Agile
- SAFe
- AWS
- Solution Architecture
- Conflict Management
- Data Management
- Scrum
- Team Management
- Pre-sales
- Management Consulting
