Job Summary:

Location: Manchester, UK

Division: Ticketmaster UK

Line Manager: Team Manager (Contact Centre)

Contract Terms: Permanent, Full Time. Monday to Sunday on a rota basis.

THE JOB

The role of Fan Care Support Advisor will provide an efficient front-line service to fans by resolving problems and queries and utilising appropriate communication methods to ensure new and existing fan loyalty and brand confidence.

Ticketmaster is part of Live Nation Entertainment which is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management.

THE TEAM

The Fan Support Team is responsible for guiding our fans through the entire events process, assisting with queries and requests - before, during and after the show. The team deal with an array of requests from how to purchase tickets all the way through what the fan requires to access the event for all types of events we sell for, comedy, theatre, music, sports and attractions.

WHAT YOU WILL BE DOING

• Working across multi-functional teams, Service Resolution, Resale, Access, Complaints & social media.

• Communicating with fans verbally and electronically via live chat, email and phone.

• Resolve fan queries in an efficient and timely manner in line with agreed Key Performance Indicators and Service Level Agreements.

• Provide the highest level and quality of fan service at all times ensuring fan confidence.

• Make suggestions for service improvement.

• Advise and support other members of the fan support team and external departments in relation to event and venue information and fan queries.

• Liaise with other departments across the business to ensure adequate knowledge of the business to enhance the service provided to the fan.

• Adhere to all company and departmental processes, policies and procedures.

• Undertake other duties as required by management.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Contact Centre customer service experience.

• Experience using Microsoft packages including but not limited to outlook, word and excel.

• Understand the importance of both internal and external customers.

• Excellent written and verbal communication skills.

• Excellent time management and organisational skills.

YOU (BEHAVIOURAL REQUIREMENTS)

• Maintains working relationships to promote a positive and friendly culture.

• Demonstrates an understanding of the fan concept.

• Displays a high level of focus and demonstrates strong attention to detail.

• Displays a good knowledge of grammar and punctuation.

• Enthusiastic, confident and able to communicate at all levels.

• Ability to work under pressure to meet targets and deadlines.

• Ability to analyse and solve problems.

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