Ticketing Team Manager - West Ham United FC

11 days ago England
Application Deadline - 10th Apr 2017 @ 12:00 am (BST)

Job summary

An exciting opportunity has arisen in the West Ham United Ticketing Department for a Team Manager. The successful candidate will be required to ensure that all ticketing objectives and key responsibilities are met on a daily basis.

The chosen candidate will play a big part in the ongoing development of the team and will be expected to implement strategies within the ticketing department that support delivery of excellent customer service.

Key Responsibilities:

• Lead by example and take responsibility for the department’s quality controlled objectives on a daily basis including in and outbound targets
• Ensuring front line staff are working to a high standard at all times
• Handle escalated calls and provide support and feedback where necessary
• Oversee and assist with end of day procedures and when carrying out comply with End of Day banking procedures and that all monies are put in the safe
• During busy periods – take and make in and outbound calls
• Be conversant with West Ham United systems including Venuemaster, Telecom 2, Dynamics and Sports Alliance portal
• Ensure >80% average quality monitoring score is attained across the department and putting performance plans together in conjunction with the departmental manager
• Recommend changes to policies and procedures to drive performance
• Coordinate continual improvements ensuring that evidence of corrective and preventative actions is taken, recorded and reviewed
• Ensure that TORs (Ticket Office Representatives) follow departmental procedures
• Maintain adequate staffing levels throughout the day to ensure PCA is achieved

Equal Opportunities

1. To ensure that all departments are provided within an anti-discriminatory framework and take account of such issues as race, gender, sexuality, disability, religion and age.

2. To carry out work in a manner which promotes equality of opportunity for both staff and clients.

Person Specification

The ideal candidate will have skills and experience in the following areas: -


• Educated to A level or equivalent experience– Essential
• Customer service/sales training – Desirable

Specific Experience

• Demonstrable knowledge and experience of Sales/Customer Service experience delivering KPIs – Essential
• Experience of managing performance to required levels in line with SLA’s – Essential
• Experience in training and coaching team members to improve performance – Essential
• Proficient with Microsoft Office - Essential
• Experience working within the sports stadia or events industry– Desirable
• Cultural change management – Desirable
• CRM/database experience – Desirable


• Highly diligent and tenacious, able to work on own initiative – Essential
• Flexible to respond to business needs – Essential
• Able to demonstrate a passion to achieve targets through the performance of others – Essential
• Excellent communication, networking and influencing skills – Essential
• Team player and confidence to build relationships with the business and clients – Essential
• Ability to multi-task, works well under pressure and ability to work autonomously and make own decisions – Essential
• A positive outlook to change management – Essential



Closing Date:
10th April 2017

London Stadium, Queen Elizabeth Olympic Park

25 days’ annual leave
Contributory pension scheme
Life assurance
Healthcare cash plan

Understanding and commitment to the Club’s Equality Policy and ability to promote anti-discriminatory practice.

We are committed to the principle of equality and equal opportunities in employment and have been accredited with the being Disability Confident Committed. We will actively promote equality and equal opportunities in our business to ensure that individuals receive treatment that is fair and equitable and consistent with their relevant aptitudes, potential skills and abilities. Employees will be recruited and selected, promoted and trained on the basis of objective criteria.

To apply please email your CV with a covering letter and return e-mail address to [email protected] by 10th April 2017. We encourage applicants to apply as early as possible as we reserve the right to close the advert earlier than advertised.

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