We are seeking a dedicated individual to join our Ticketing & Retail team. Your core responsibilities will include: Sales and Business Development: Meeting sales targets through cold calling and business development, and providing account management services for fans and group organisations. Event Planning and Execution: Assisting the Ticketing Manager with event planning and ensuring exceptional customer experiences. Customer Interaction: Handling inbound calls to maximise business from existing supporters, including ticket and matchday experience sales. New Business Development: Working closely with the Consumer Sales Executive to develop new business through stadium tours, external meetings, and phone prospecting. Customer Service: Managing personal accounts, ensuring top-tier customer service throughout the season, and developing and implementing new sales initiatives. Digital Ticketing: Supporting the club’s digital ticketing implementation for all supporters, fulfilling online ticket sales, and responding to ticket office emails within specified timeframes. Banking and Administration: Assisting with daily banking tasks within the ticketing department and striving to enhance club operations in service delivery and sales maximisation. Communication and Software Use: Innovating communication methods with customers, utilising social media effectively, and ensuring accurate use of the club’s Ticketing and Retail software. Problem Resolution: Reporting issues to the Ticketing Manager or senior management, and collaborating with the Customer Services Manager to address and resolve customer complaints. Data Management: Adhering to Data Protection Laws and maintaining and updating the club’s CRM database for accuracy. Match-Day Presence: Being present at all home match-days and arranging cover for non-home Saturday match-days as required, with possible involvement in window-based customer interaction and support in the Blues Superstore. Compliance: Ensuring compliance with all Policies and Procedures in the Staff Handbook, particularly Equal Opportunities and Health & Safety policies. What we're looking for in you: Qualifications: Essential: A good general standard of education. Desirable: GCSEs (or equivalent) at grade C or above in Maths and English. Certificated training in Retail and/or Sales or equivalent experience. Skills & Abilities: Essential: Ability to work independently and as part of a team. Strong commitment to excellent customer service. Ability to handle pressure and challenging situations. Proven sales and up-selling skills for tickets and merchandise. Experience with customer enquiries in person and via phone. High standards of customer care. Knowledge of stock control management. Decision-making ability and understanding of retail laws, security, and health & safety. Strong organisational and numeracy skills. Effective written and oral communication skills. Proficiency in cash handling, cashing up, and till reconciliation. Desirable: Merchandising skills. Proficiency in additional languages. Personal Qualities: Good judgement and attention to detail Highly organised and proactive Confident, enthusiastic, approachable, with a positive outlook and drive Dependable, trustworthy, and reliable Applicants must be eligible to live and work in the UK. Only applicants who meet the above criteria will be considered for the role Birmingham City FC is an equal opportunities and Disability Confident employer and welcomes applications from all sectors of the community.