Fulham FC
Ticketing and Membership Executive - Match Days
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In this role, you will work as a casual member of the team, as part of the wider Ticket Office team at Craven Cottage to manage inbound enquiries across a number of different communication channels – phone, email, online and in person – and deliver on the sale of commercial products relating to Fulham Football Club through the Club’s ticketing system, Ticketmaster.
The Ticket Office team form a critical part of the sales structure of the business, and you will be required to proactively support the Club in its objective to make it easy for people to buy from Fulham FC by assisting with supporter queries on our busy matchdays.
You will form part of the team working as the first line of contact for our fans’ inquiries and as such we expect a high level of customer service and support at all times.
You will be asked to provide assistance to the Head of Ticketing and the Deputy Supporter Centre Manager with a variety of Ticket Office duties as required. A good level of communication will be required.
Hours of work
This is a casual role, and there are no guaranteed hours. Working hours will vary according to business needs, match schedules and Club events. Successful candidates must be available to work evenings, weekends and all Fulham FC home league fixtures where required.
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The following is a non-exhaustive list of the responsibilities of the role:
- Providing service excellence when dealing with the Clubs customers (supporters, staff etc), at all times, serving customers in a polite, courteous and professional manner
- Handling any customer queries and complaints with a solution driven and positive approach
- Processing all ticket sales for Fulham FC products, away games and supporter travel, with daily reconciliation of all sales through the Ticketmaster system
- Updating and maintaining supporter database records to ensure data is accurately captured across the Ticketing System (Ticketmaster) and CRM System
- This role will be required to work all home league matchdays – on evenings or weekends, and other ad-hoc fixtures or events as required
- You may also be required to carry out other tasks, not listed, to assist in the efficient operation of our business. At all times you will be required to act in accordance with FFC company policies, follow departmental procedures and maintain the highest level of confidentiality.
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The Ticketing and Membership Executive - Match Days must have:
- Customer Service experience
- A good IT and technology systems understanding
- Competent with all Microsoft Office Products
- Ability to deal with the public with a focus on service excellence
- Able to work under pressure
- Ability to communicate with and relate to staff members at all levels
- Work on own initiative / creative
- Respect for confidentiality
- Flexible attitude to work tasks
- Genuine commitment to provide high quality customer service
- Positive ‘can do’ approach
- Desire to learn with enthusiasm
Ideally, The Ticketing and Membership Executive - Match Days will have:
- Previous experience with Ticketing Systems
- Experience in a sales role
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