Role description
Superstadium Management Company is excited to announce a new vacancy for a Part Time Ticketing Officer, who will join our fabulous team at the MKM Stadium in Hull. We are looking for a confident, professional candidate who has previous experience in a customer facing role and is comfortable working with computer and telephone systems.
The successful applicant will work within the Ticketing team 3 days per week, Monday to Wednesday, and will support all home matchdays, both Football and Rugby.
Location:MKM Stadium, West Park, Hull, HU3 6HU
Rate of Pay:TBC
Hours of work: Min. 15 hours per week, Monday to Wednesday, 5 hours per day plus home matchdays on weekends/Bank Holidays (football and rugby)
Your key responsibilities
Handle incoming football, rugby and other Stadium event ticket sales via telephone and face to face
Answer customer service enquiries regarding products or the company via telephone, email or in person
Follow and adhere to set sales scripts and guidelines
Accurately enter, maintain and update customer information in the main database, with strong attention to detail
Accurately process orders, take payments and see transactions through to the end, using Advance when adding/amending customer information
Assist the Assistant Manager when required, communicating effectively and liaising appropriately
Keep all associated records up to date, filing and scanning where required
Be responsible for the printing of lost or stolen match cards and issuing replacements
Process staff discounts and Academy free tickets
Sign up new Football Members and Rugby Members, completing movers as and when required
Manage any expressions of dissatisfaction or complaints professionally and appropriately by following the company internal complaints procedure.
Complete refunds when required.
Complete internal training in line with new campaigns, as and when required.
Comply with PCI, GDPR and telemarketing regulations.
Work as part of a team and communicate effectively with other departments and external stakeholders.
Check PDQ and terminals are working before each home fixture
Be multi-skilled to cover periods of absence or telephone lines throughout busy periods.
What are we looking for?
Previous experience in administration/sales/customer service role.
Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems.
Capability to learn about products and services and describe/explain them to supporters.
Excellent communication and interpersonal skills.
Ability to deal with difficult situations in a calm manner.
Outstanding negotiation skills with the ability to resolve issues and address complaints.
What can we offer you?
20 days annual leave, increasing to a maximum of 30 days with years of service (pro rata)
20% off at Tiger Leisure (following probation)
2 x season cards for you and/or your family to attend Hull City home games (following probation)
Free on-site parking
Opportunity for career progression and training
