Customer Care Support Advisor (3 month FTC)
Posted 5 days ago by Ticketmaster
Negotiable
Undetermined
Onsite
Manchester, England, United Kingdom
Summary: The Customer Care Support Advisor role at Ticketmaster UK involves providing front-line support to fans by addressing their queries and issues through various communication channels. This position is fully office-based in Manchester and operates on a rota basis, requiring collaboration with multiple teams to ensure high-quality service. The role emphasizes customer service experience and effective communication skills to enhance fan loyalty and brand confidence. The contract is for three months, full-time, and includes responsibilities related to service improvement and teamwork.
Key Responsibilities:
- Provide efficient front-line service to fans by resolving problems and queries.
- Communicate with fans verbally and electronically via live chat, email, and phone.
- Resolve fan queries in a timely manner in line with Key Performance Indicators and Service Level Agreements.
- Ensure the highest level of fan service at all times.
- Make suggestions for service improvement.
- Advise and support team members and external departments regarding event and venue information.
- Liaise with other departments to enhance service provided to fans.
- Adhere to company and departmental processes, policies, and procedures.
- Undertake other duties as required by management.
Key Skills:
- Contact Centre customer service experience.
- Experience using Microsoft packages including Outlook, Word, and Excel.
- Excellent written and verbal communication skills.
- Excellent time management and organisational skills.
- Ability to work under pressure to meet targets and deadlines.
- Strong attention to detail and problem-solving skills.
- Enthusiastic and confident communicator.
- Understanding of the importance of both internal and external customers.
Salary (Rate): undetermined
City: Manchester
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Location : Manchester, UK (Fully office based)
Division : Ticketmaster UK
Line Manager: Team Manager (Contact Centre)
Contract Terms: 3 month contract, Full Time. Monday to Sunday on a rota basis.
THE JOB
The role of Fan Care Support Advisor will provide an efficient front-line service to fans by resolving problems and queries and utilising appropriate communication methods to ensure new and existing fan 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.
THE TEAM
The Fan Support Team is responsible for guiding our fans 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 fan requires to access the event for all types of events we sell for, comedy, theatre, music, sports and attractions.
What You Will Be Doing
- Working across multi-functional teams, Service Resolution, Resale, Access, Complaints & social media.
- Communicating with fans verbally and electronically via live chat, email and phone.
- Resolve fan 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 fan service at all times ensuring fan confidence.
- Make suggestions for service improvement.
- Advise and support other members of the fan support team and external departments in relation to event and venue information and fan queries.
- Liaise with other departments across the business to ensure adequate knowledge of the business to enhance the service provided to the fan.
- Adhere to all company and departmental processes, policies and procedures.
- Undertake other duties as required by management.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
- Contact Centre customer service experience.
- Experience using Microsoft packages including but not limited to outlook, word and excel.
- 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 a positive and friendly culture.
- Demonstrates an understanding of the fan concept.
- Displays 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.
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned 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 you’re passionate about 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.
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 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.
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
#TM
Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.