Our Ticket Office sits at the heart of our world‑famous Events - a fast‑paced, fun and highly collaborative environment where no two days are the same. We’re looking for a Ticket Office Team Leader to help guide, support and inspire our brilliant team of Ticket Office Executives as we deliver exceptional experiences for every guest.
About the role
As our Ticket Office Team Leader, you'll play a central role in developing a team of around 26 Executives, creating a positive, supportive and high‑performing culture. You’ll coach individuals, monitor performance, analyse data and champion continuous improvement, ensuring we always deliver outstanding service across inbound sales, customer queries, outbound engagement and key operational tasks.
You’ll work closely with the Ticket Office Manager and wider internal teams to ensure the smooth and successful delivery of ticketing operations throughout the year - including providing support during our flagship Events.
If you thrive in a vibrant environment, love developing people and enjoy finding opportunities to make things even better, this is the perfect next step.
What you’ll do
* Lead, coach and motivate the Ticket Office team
* Monitor performance and provide regular insights and reporting
* Assess call quality and deliver constructive, engaging feedback
* Identify development needs and support growth through meaningful coaching
* Keep Knowledge Hub and training materials up to date
* Build strong relationships with internal stakeholders
* Drive continuous improvement and champion a “can‑do” culture
* Support onsite delivery during Event season
What you’ll bring
* Experience supervising or leading a team
* Proven ability to coach and develop individuals
* Confidence analysing data to identify trends and opportunities
* Creative problem‑solving with a focus on improvement
* Strong communication and customer service skills
* Excellent organisational and prioritisation skills
* A positive, friendly, “can‑do” attitude
* Flexibility to work weekends during peak sales periods and Event season
* Proficiency in Microsoft Office 365
What you’ll get
* Free event tickets
* Group Performance Share scheme
* The opportunity to work in an energetic, supportive and truly unique environment
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