Requirements
* Contact Centre customer service experience
* Experience using Microsoft packages including but not limited to outlook, word and excel
* Understand the importance of both internal and external customers
* Excellent written and verbal communication skills
* Excellent time management and organisational skills
* Maintains working relationships to promote a positive and friendly culture
* Demonstrates an understanding of the fan concept
* Displays a high level of focus and demonstrates strong attention to detail
* Displays a good knowledge of grammar and punctuation
* Enthusiastic, confident and able to communicate at all levels
* Ability to work under pressure to meet targets and deadlines
* Ability to analyse and solve problems
What the job involves
* Division: Ticketmaster UK
* Line Manager: Team Manager (Contact Centre)
* Contract Terms: 3 month contract, Full Time. Monday to Sunday on a rota basis
* The role of Fan Care Support Advisor will provide an efficient front-line service to fans by resolving problems and queries and utilising appropriate communication methods to ensure new and existing fan loyalty and brand confidence
* Ticketmaster is part of Live Nation Entertainment which is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management
* The Fan Support Team is responsible for guiding our fans through the entire events process, assisting with queries and requests - before, during and after the show. The team deal with an array of requests from how to purchase tickets all the way through what the fan requires to access the event for all types of events we sell for, comedy, theatre, music, sports and attractions
* Working across multi-functional teams, Service Resolution, Resale, Access, Complaints & social media
* Communicating with fans verbally and electronically via live chat, email and phone
* Resolve fan queries in an efficient and timely manner in line with agreed Key Performance Indicators and Service Level Agreements
* Provide the highest level and quality of fan service at all times ensuring fan confidence
* Make suggestions for service improvement
* Advise and support other members of the fan support team and external departments in relation to event and venue information and fan queries
* Liaise with other departments across the business to ensure adequate knowledge of the business to enhance the service provided to the fan
* Adhere to all company and departmental processes, policies and procedures
* Undertake other duties as required by management
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