Customer Care Support Advisor

Job Description

Location: Manchester, UK

Division: Ticketmaster

Line Manager: Team Manager (Contact Centre)

Contract Terms: Permanent, 35 hours per week.

THE TEAM

The Contact Centre Team is responsible for guiding our customers through the entire events process, assisting with queries and requests - before, during and after the show. The team deal with an array of requests from how to purchase tickets all the way through what the customer requires to access the event for all types of events we sell for, comedy, theatre, music, sports and attractions

THE JOB

The role of Customer Care Support Advisor will provide an efficient front-line service to customers by resolving problems and queries and utilising appropriate communication methods to ensure new and existing customer loyalty and brand confidence.

Ticketmaster is part of Live Nation Entertainment which is the world's leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management.

WHAT YOU WILL BE DOING
• Resolve customer 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 customer service at all times ensuring customer confidence.
• Utilise verbal, electronic, paper and other means of communication with customers, and make suggestions for the improvement of communication systems.
• Advise and support other members of the customer services team and external departments in relation to event and venue information and customer queries.
• Liaise with other departments across the business to ensure adequate knowledge of the business to enhance the service provided to the customer.
• Adhere to all company and departmental processes, policies and procedures.
• Undertake other duties as required by management.

WHAT YOU NEED TO KNOW
• GCSE English Language (Grade A-C) or equivalent.
• A-Level English Language, desirable.
• Contact Centre Customer Service experience.
• Experience using Microsoft packages including but not limited to outlook, word and excel.
• Experience using Ticketmaster systems, PCI.
• 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 customer 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.

NOTE: To work from a Ticketmaster office, full COVID-19 vaccination will be required subject to any legally valid exemptions.

TICKETMASTER VALUES

Reliability – We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity – We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

CULTURE

We're fans who help fans everywhere get in to the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else), we're enriching lives one incredible experience at a time. And we think that's pretty amazing. If you're passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

Jobcode: Reference SBJ-r1ybzy-3-138-125-2-42 in your application.