Wimbledon
Ticketing Executive (Fixed Term)
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Job Description
We are recruiting for two Ticketing Executive positions, one on a six-month fixed term contract and the other on a seven-month fixed term contract.
As part of the Ticketing team, you will play a key role in delivering world-class ticketing delivery to over 500k Guests of The Championships. As one of seven Ticketing Executives within the team, you will oversee ticket allocations for our various Guest groups, ensuring that all our Guests have a seamless ticketing journey. Our values (Heritage, Integrity, Respect, and Excellence) are central to everything we do and will guide you in creating a memorable and positive experience for every Guest.
Key Responsibilities
Ticketing Category Ownership
- Manage designated ticketing categories and Guest groups, taking ownership of end to end ticketing journey from planning and preparation through launch, fulfilment and post-launch review.
- Develop and deliver category specific plans, ensuring operational requirements, communications, timelines and dependencies are met.
- Manage ticket allocations, communications and fulfilment for assigned Guest groups, ensuring a professional, accurate and timely service.
- Monitor category performance throughout each ticketing phase, proactively identifying risks, issues and opportunities for improvement.
- Produce accurate post-launch reporting and analysis, providing insights and recommendations to enhance future ticketing activity and Guest experience.
- Work collaboratively with internal departments and stakeholders to ensure successful delivery across all stages of the ticketing lifecycle.
Ticketing Systems and Operations
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- Use ticketing systems to manage ticket enquiries, allocations, fulfilment and distribution across assigned categories.
- Maintain accurate Guest and ticketing data, ensuring compliance with GDPR and internal data governance policies.
- Support the delivery of all ticketing operations for The Championships, following established processes and contributing to continuous improvement.
- Assist with troubleshooting ticketing systems and hardware prior to and during The Championships.
- Work closely with the Finance team to ensure accurate ticket reconciliation and reporting.
- Support testing, system configuration and operational readiness for ticketing launches and key delivery milestones.
Guest Experience
- Respond to high volumes of ticket enquiries across multiple channels, including telephone, email and Zendesk, delivering a consistently high standard of customer service.
- Build positive relationships with Guests, providing accurate advice while applying Ticketing Terms & Conditions consistently and maintaining ticket integrity.
- Maintain a high level of accuracy and attention to detail during periods of peak demand.
- Resolve Guest queries efficiently, escalating complex issues where appropriate.
Candidate Requirements
Essential
- A minimum of 2 years’ experience with ticketing systems or similar bespoke software
- Experience dealing with complex ticketing enquiries
- Excellent written and verbal communication
- Strong attention to detail with meticulous accuracy
- A flexible approach with the ability to remain calm under pressure
- Competent user of Microsoft Office suite
- Ability to build effective working relationships with internal and external stakeholders
- Ability to work independently, managing fluctuating levels of workload with a positive, can-do attitude
- Use own initiative to identify any problems and take active steps for a resolution
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Desirable
- Previous experience working at large sports events
- Previous experience using SecuTix and Zendesk
- Proven track record in customer service – the ability to investigate queries/complaints and the confidence to deal with these in an independent, timely fashion
About us
The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Wimbledon Lawn Tennis Championships, widely regarded as the world’s premier tennis tournament and are home to one of the world’s most prestigious tennis clubs. The Ticket Office issues and accounts for over 500k tickets every year for the four ticketed Show Courts and The Queue (via which many thousands of Grounds Passes are sold). It administers all aspects of the Public Ballot and a wide variety of other allocations; it prepares and supplies tickets in bulk to a range of third parties, for instance the Lawn Tennis Association (LTA) and Official Suppliers.
Additional Information
Candidates must be able to work extended hours during peak periods, including evenings and weekends. This role is based at the AELTC, where you are required to work a minimum of 3 days from the office. This will extend to being in the office full-time during our peak periods.
Working hours are Monday to Friday 9:00 - 17:00, with a one-hour lunch break. In the lead-up to and during Championships, extended working hours will be required.
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