TICKETING AND FAN ENGAGEMENT ASSISTANT

Provide excellent customer service to all customers and supporters through processing ticket orders and answering ticketing queries at a high standard. On a matchday, provide “on the ground” help, guidance and answers to supporter enquiries.

MAIN RESPONSIBILITIES

• Provide excellent customer service and support to all customers and supporters.
• Maintaining high standards at all times.

TICKETING

• Answer ticket office enquiries in person, via telephone and email.
• Processing ticket orders.

MATCH DAY FAN ENGAGEMENT

• On home and away matchdays, provide help, guidance, and answers to supporter enquiries on the build up to kick off and during the game as well as being a friendly and smiley face to welcome people to STōK Cae Ras.
• Dealing with international ticketing enquiries.
• Liaise with other department heads to ensure that supporter issues are resolved swiftly.

SAFEGUARDING RESPONSIBILITIES

• We are committed to ensuring everyone who engages with the Club has a positive, safe, and supportive experience. Staff are required to comply with all aspects of the Club Safeguarding Policies and arrangements and to take personal responsibility and care to enable strong safeguarding practices to be embedded in the Club. This post is subject to a DBS Check.

HEALTH & SAFETY RESPONSIBILITIES

• Take responsibility and care for the health and safety of yourself and other employees and members of the public who may be affected by your acts or omissions at work.
• To comply with all aspects of the Club’s Health & Safety Policy and arrangements, to enable the company to perform its civil and statutory obligations in relation to Health & Safety.

EQUALITY, DIVERSITY AND INCLUSION RESPONSIBILITIES

• Hold a commitment to equality, diversity and inclusion in the workplace.

EXPERIENCE/QUALIFICATIONS REQUIRED

• Experience in delivering exceptional customer service.

PERSONAL SPECIFICATION – SKILLS / ABILITIES REQUIRED

• Ability to keep calm under pressure.
• Confident and friendly communicator.
• Excellent verbal communication skills, with the ability to engage with a diverse audience.
• High level of flexibility.
• A keen interest in football and an understanding of the football industry.