Client Support Assistant Advisor

Job Summary:

Location: Manchester, United Kingdom (fully office-based for up to the first 6 months)

Division: Ticketmaster UK

Line Manager: Client Support Team Manager

Contract Terms: Permanent (Full Time) - 35 hours per week (Between 9am-8pm Monday-Friday & 9am-5pm Saturday/Sunday)

THE TEAM

The Client Support team manage outbound communications to customers to give them event updates ranging from cancelled events to useful event information to provide the best possible experience on the day of the event. The team regularly need to prioritise their workload when urgent requests come in and also deal with the amendments on the accounts.

THE JOB

To provide an efficient front-line service to Ticketmaster’s internal and external customers by providing advice and support, resolving any escalated problems and queries, managing the launch of new products, and utilising appropriate communication methods to ensure new and existing customer loyalty and brand confidence.

The Client Support team are currently working on different ways to reduce query rate in the contact centre by increasing the amount of proactives sent as well as other strategies. We are always looking to beat previous records and now is an exciting time to get onboard and be part of the journey.

WHAT YOU WILL BE DOING

• Send TMM and manual emails and ensure work is maintained and kept up to date
• Handle Royal Mail Complaints
• Work with survey data and ensure results are processed
• To own any pieces of work that you are assigned
• Be proactive in resolving any problems identified with processes, systems or people
• Send weekly, monthly reports which display any work that has been undertook
• Manipulate excel data .
• Support the client support advisors with check and sends (if required) and helping with merges.
• Processing and recording refunds and compensation.
• Resolve customer queries in an efficient and timely manner in line with agreed Key Performance Indicators and Service Level Agreements.
• Providing the highest level and quality of customer service at all times ensuring customer confidence.
• Make recommendations to continuously improve the customer experience.
• Collating and recording management information.
• Accurate recording and maintenance of all departmental information and documentation
• Utilising verbal, electronic, paper and other means of communication to keep customers abreast of any cancellations or alterations to their events.
• Generating statistical reports for clients and for internal use in relation to customer contact.
• Ensure all relevant departments are communicated to and updated with changes to events in a timely manner.
• Working closely with other departments across the business, to enhance the customer experience.
• Help and support the customer services team and external departments with any enquiries.
• Processing disabled access bookings through the disabled access booking line
• Responsible for the launch, testing and management of any new and emerging products.
• Undertake and manage adhoc projects to a high standard and meet agreed deadlines.
• Understand our business and stay abreast of issues and events that have an impact on its clients, internal and external customers.
• Managing contact/event changes for Ticket Exchange customers.
• Adhering to all company and departmental processes.
• Undertake other duties as required by management.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Customer Service Experience (using various forms of technology to contact customers).
• Experience using Microsoft packages including but not limited to outlook, word and excel.
• Experience using Ticketmaster systems, PCI is preferred (if internal or previously worked for Ticketmaster).
• Ability to efficiently and accurately draft written communications to a large group of customers.

YOU (BEHAVIOURAL SKILLS)

• Demonstrate strong technical skills and the ability to understand end to end processes.
• Strong verbal and written communication skills.
• Excellent time management and organisational skills and the ability to react to changes requiring reprioritisation of workload.
• Ability to analyse data, solve problems, provide timely solutions.
• Maintains positive working relationships and promotes a positive and friendly culture.
• Ability to work under pressure to meet targets and deadlines.
• Display a high level of focus and demonstrate a strong attention to detail.
• Understand the importance of both internal and external customers
• Demonstrate flexibility

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
#LI-CG1