Ticket Office & Customer Service Manager

Southampton Football Club; Southampton; On-site; GBP 25,000 - 45,000

Job description

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Location: St Mary’s Stadium, Southampton

Hours: Full Time

Contract Type: Permanent

Criminal Record Check: DBS Basic

What is the role?

As Southampton Football Club’s Ticket Office & Customer Service Manager, you will be at the heart of ensuring a seamless and efficient ticketing operation. Overseeing the day-to-day management of the Ticket Office, you will lead the team to deliver exceptional service to our supporters while maximising revenue opportunities. You will balance short-term operational excellence with strategic long-term planning, taking ownership of both our ticketing systems and customer service to drive continuous improvement.

What will you be doing?

This role is responsible for managing the sales and operations of Match and Season tickets for both Men's and Women's matches, as well as other events held at St Mary’s. Key responsibilities include leading a team of full-time and casual ticketing staff, overseeing customer service and managing the ticketing system.

The role involves setting ticket pricing and sales windows, handling budgets, ensuring matchday operations run smoothly, and working closely with safety and operations teams. Additionally, the role requires promoting an upgrade and sales culture, reporting on sales trends, and engaging with the Fan Advisory Board to enhance supporter experiences.

Is this you?

You’re a strong communicator with a positive attitude, always seeking innovative solutions. With experience in sports ticketing and sales, you understand the industry and have a track record of managing and developing teams. Reliable and resilient, you thrive under pressure, solving problems efficiently with excellent organisational skills.

Skills and Experience

• Proven experience managing and supervising staff in a sales and customer service environment.
• Background in sports ticketing and sales, with a strong understanding of the industry.
• Skilled in leading teams, mentoring staff, and fostering professional growth.
• Confident and professional telephone communication skills.
• Ability to upsell and effectively promote products and services.
• Experienced in handling customer complaints with professionalism and efficiency.
• Knowledge of ticketing systems is a plus.

How this benefits you…

If you are successful, you can look forward to a healthy benefits package:

• Access to x2 free match tickets for every home league game
• Access to our staff Health & Wellbeing initiatives (Mental & Physical Health).
• Discounted Southampton Football Club merchandise.
• 27 days’ holiday per year excluding bank holidays plus your birthday off each year.
• Contributory Pension Scheme.
• Worldwide Travel Insurance for you and your family.
• Learning & Development opportunities - supporting you to develop your potential and achieve in your career.
• Free onsite parking.
• Cycle to Work Scheme.
• Collaborative & inclusive working culture.

How can I apply?

Just click on the apply button below, enter your details and answer a quick pre-screening questionnaire, then attach your CV.

The closing date for applications is 2 April 2025.

*We reserve the right to close this vacancy early, if a high volume of applicants are received.*