Customer Service Specialist Apprentice

Job Description

Location: Birmingham 2022 Commonwealth Games Head Quarters: One Brindley Place, Birmingham, B1 2JBDivision: Birmingham Commonwealth Games 2022 | Ticketing Operations, Ticketmaster SportLine Manager: Customer Experience ManagerContract Terms: Fixed Term until December 2022, 35 Hours per week (to business requirements), Monday to Sunday (5 of 7 days)THE TEAMTicketing Operations provide a range of membership and ticketing support for Major sporting clubs and events. Were a diverse team with a genuine passion for providing excellent service to our clients and their fans.THE APPRENTICESHIPA Customer Service Specialist will act as a referral point for dealing with complex or technical customer requests, complaints and queries.The apprenticeship standards will provide skills, knowledge and behaviours to become a referral point for dealing with complicated or ongoing customer enquiries.THE JOB In particular we offer front line customer facing support for Tournament Contracts and this Apprenticeship specifically is within (but not limited to) the Ticketing Team for the B2022 CWG assisting the Ticketing Operations Team for Ticketmaster Sport.Successful applicants will be fully trained on all our clients systems to equip them to offer all-round support with primary focus on (but not limited to) Customer Service for the Ticketing of the Birmingham Commonwealth Games 2022, and providing additionalassistance and support to the wider Ticketing Operations Team accordingly.Core responsibilities will involve interacting with fans via customer support phonelines, email and live chat. Dealing with Accessible Ticketing and General Ticketing enquiries, as well as ticket fulfilment duties, amongst other associated tasks. The rolewill provide support to the Customer Experience Manager and the Ticketing Operations Department as per client demands.WHAT YOU WILL BE DOING

• Providing support on the Ticketing Operation for the Birmingham 2022 Commonwealth Games in a Customer Facing Capacity, dealing with day-to-day enquiries through Phone, Email and Online Channels.
• Processing email queries from fans and customers to assist with registration, application, sale and post sale process and any further ticketing related enquiries that may arise.
• Establishing a solid understanding of company systems and processes and procedures to provide the appropriate level of excellent customer service expected by B2022 Organising Committee and any other Ticketmaster Sport clients as necessary.
• Dealing with and resolving any complex customer enquiries, complaints or issues.
• Empowerment to review processes and make suggestions inline with the Ticketing Operations and practices.
• Exposure to the wider B2022 tournament team via work shadowing and assisting in tasks where applicable.
• Admin duties in preparation for events to ensure an efficient process on the day and delegated tasks from Customer Experience Manager.
• Supporting and Assisting the Ticketing Operations Team Lead & Ticketing Operations Core Team in their responsibilities to assist in meeting targets.
• Providing support for Ticketing Operation Team with Ticketmaster Sports clients Membership support services as necessary and accurately prepare membership items for dispatch and provide full Membership benefits.
• Post B2022 Tournament Completion in August 2022, you will move to assist over to assist the Ticketing Operations Team with other Ticketmaster Sport clients on a customer service basis, particularly remaining within the tournaments team in preparation forthe rescheduled Rugby League World Cup 2021 Tournament taking place in Oct/Nov 2022.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Customer Service Experience.
• Call Centre Experience Preferable
• Excellent written English in order to professionally respond to customer queries via email.
• Proven history of consistently achieved targets.
• A basic knowledge of Microsoft Excel.
• An enthusiasm for sport is preferable.

YOU (BEHAVIOURAL SKILLS)

• Professional Telephone Manner.
• Attention to detail.
• Punctuality and time efficiency.
• Self Development/Learning.
• Taking Ownership.
• Teamwork

LIFE AT TICKETMASTERWe are proud to be a part of Live Nation Entertainment, the worlds largest live entertainment company.Our vision at Ticketmaster is to connect people around the world to the live events they love. As the worlds largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquelypositioned to successfully deliver on that vision.We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If youre passionate about live entertainment like we are, and you want to work at a company dedicatedto helping millions of fans experience it, we want to hear from you.Our work is guided by our 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 teamIntegrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we representBelonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

Keyskills :
AdminCustomer ServicesSport