Front Office Lead, Quality Control - West Ham United

6 days ago England
Application Deadline - 26th Sep 2023 @ 12:00 am (BST)

Ensure that all ticket office objectives and key responsibilities are met daily. To be aware of our Company Policies and Procedures which are in force; to ensure that your actions and behaviour are always consistent with and champion the requirements of those policies and procedures.
To ensure that you have seen and are familiar with the contents of the Staff Handbook and comply with Health and Safety requirements.

Core responsibilities
Lead, mentor, and inspire the ticketing team to deliver outstanding service, promptly address customer inquiries, resolve issues, and foster strong customer relationships through various mediums including Contact centre, Freshdesk and live chat
Establish and implement rigorous quality control procedures, ensuring that products meet or exceed our established standards before reaching our valued supporters
Collaborate closely with our other departments, ensuring effective communication, timely production, and efficient order fulfilment while maintaining product integrity (Membership fulfilment)
Utilise customer feedback and data-driven insights to identify trends, areas for improvement, and opportunities to elevate the customer experience
Develop training programs to enhance the skills and product knowledge of the ticketing service team, fostering a culture of continuous learning and growth
Evaluate and refine all aspects of our operations, from customer service and quality control, to streamline processes, reduce response times, and enhance overall efficiency
Assist with all aspects of ticketing including call handing, administrative tasks, and complaint resolution

Match Days
• Undertake a lead role as and when required on match days by:
• Ensuring all match day staff are working to departmental standards
• Assist the ticket office with general enquiries where necessary

Other Duties
• Deputise for any member of the Management Team when required
• Assist staff members with queries and escalated calls
• Act as advisor to all other departments with regards to Group bookings, Supporter Club enquiries or Fresh desk actions
• Be accountable for keeping yourself up to date on Club Policies and Procedures and departmental processes
• Contribute to team meetings, training sessions and 1:1 coaching and be responsible for your Personal Development Plan
1. Quality monitoring (Contact) including calls, Freshdesk and Web Chat
2. Produce weekly and monthly report
3. Process accurate supporter or customer information onto the ticketing system
4. Produce Personal Development Plans (PDPs for all front line staff members
Work with the DoT to drive departmental standards and continual improvements

• Proven experience in customer service management and quality control
• Strong leadership skills with the ability to motivate and guide a team toward achieving departmental and organisational goals
• Provide regular constructive feedback to front line staff members
• Excellent interpersonal and communication skills, with the ability to interact effectively with supporters, and internal stakeholders
• Analytical mindset with the ability to leverage data for informed decision-making and process optimisation
• Familiarity with Freshdesk, CRM systems & quality control tools
• Demonstrated track record of driving process improvements and implementing best practices
• Problem-solving attitude, adaptability, and a proactive approach to challenges
• Attention to detail and a commitment to maintaining high-quality standards
• Ability to work on own initiative, be well organised by managing time effectively in hybrid environment including home working
• Excellent verbal and written communication skills
• Self-starter; flexible; responsive; determined and a completer/finisher
• Ability to participate fully in the wider team and to work autonomously

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