Morecambe Football Club
Customer Services Executive
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Job Overview
Morecambe Football Club is recruiting for a key role within its retail, ticketing and reception function.
If you are passionate about providing excellent customer service to a wide ranging customer base within a professional, busy football club environment then we would love to hear from you.
Connecting with our fans and other visitors to the Halo Aerospace Stadium, you’ll be ensuring that every interaction is friendly and professional and you’ll play an important role in helping us achieve our goals.
If you’re proactive, energetic and outgoing and have customer service experience already from a ticket office, call centre, reception/concierge desk or retail outlet, this could be your ideal role.
For the right candidate this role, based at the Halo Aerospace Stadium, Morecambe, can be structured to be either full-time, 37.5 hours per week, or part-time, however we will need you to be available for all home matches on Saturdays and some Tuesday evenings.
Remuneration
Competitive, commensurate to experience
Purpose of the role
- To provide an excellent service to customers in the Club Shop and process all retail orders (including online) efficiently and professionally.
- To provide an excellent service to customers with ticketing enquiries.
- To deliver an excellent reception and telephone service to all visitors and enquirers at the Halo Aerospace Stadium
Given the unique demands that come with handling regular retail, ticketing and other enquiries within an elite football club environment, the role requires professionalism and considerable flexibility.
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Key responsibilities
- Work closely with the COO to align all retail and ticketing activities with the club’s strategic objectives.
- Monitor and manage all retail stock and merchandise to ensure the Club Shop and online store are well stocked at all times, undertaking regular stock takes as required.
- Maintain a clean, tidy and attractive Club Shop and Reception area.
- Manage the fulfilment of all online retail orders.
- Devise and manage retail and ticketing promotions and special offers.
- Develop and maintain good working relationships with suppliers.
- Welcome all supporters, contractors and other visitors to the Stadium promptly in a friendly, professional and engaging manner.
- Anticipate customer needs whenever possible to enhance the customer journey and experience.
- Provide excellent customer service leaving lasting, positive impressions to encourage further visits and purchases.
- Operate the telephone system professionally and efficiently.
- Contribute creative ideas to improve the profitability and efficiency of retail and ticketing activities.
- Be proactive and up-sell at every opportunity.
- Process all ticket sales (including seasonal, matchday, hospitality, car parking and events tickets) over the counter or telephone.
- Maintain and manage the Club’s ticketing and retail systems.
- Manage the allocation of all home and away matchday tickets.
- Arrange production of matchday tickets and stadium passes.
- Provide regular reports and insights on retail and ticketing sales activity to the COO.
- Deliver against revenue and profitability targets.
- Monitor market trends and competitor activity to aid sales results and identify growth opportunities.
- Collaborate closely with other Club departments to maximise cross-selling opportunities wherever possible.
- Complete all administrative tasks relevant to the role.
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Personal specification
- Previous experience in a similar role at a professional or semi-professional sports club.
- Experience of working in a retail or a reception/concierge environment.
- Experience of working with the general public, face to face and on the telephone.
- IT literate skills, with the ability to use Microsoft 365 products.
- Track record of delivering quality customer service and client satisfaction.
- Experience of working to tight deadlines, prioritising own workload and coping effectively with multiple tasks and various competing pressures.
- Self-motivated, proactive and resilient with a results-driven mindset.
- Desire and ability to remain updated with the latest retail and ticketing industry trends, developments and best practices to constantly improve our business.
- Genuine passion for providing excellent customer service and relationship-building.
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