Ticketing & Operational Systems Coordinator
Mike Burton - Destination Sport Group
This is a hybrid role based in our Gloucester office, you must live within a commutable distance.
As part of Destination Sport Group (“DSG”), Mike Burton create and deliver major brand, customer and revenue focused ticketing and travel programmes around the globe, working in direct partnership with organisations that include the British & Irish Lions and England Rugby.
If you are organised with great attention to detail, a thirst for travel and an interest in being involved in some of the biggest sporting events in the world, this role of Ticketing & Operational Systems Coordinator is for you. There is nothing more important to fans than knowing their travel package booking and official match ticket is safe and secured. It’s the key ingredient to any supporter experience! Before any product launch you will play an integral part in the preparation and setup of our travel package product in our reservations system (Tourplan) to ensure that our created product is ready to be sold to our customers. Throughout the operational delivery cycle you will be involved in the co-ordination, allocation and distribution of match tickets along with the processing of customer booking confirmation documents. Once a client submits their booking request, they’re ready and waiting for the all-important booking confirmation. Using Tourplan and our CRM system, you will assess the booking and issue confirmation documents which signal to the client that their travel package is safe and secure. You’ll also contribute to the Health & Safety auditing of our suppliers, so no two days will be the same in this role.
In this broad role but on a typical day you will
Be involved in the four areas of the teams’ operation, dependent on the workflow and priorities throughout the year:
Operational Systems
* Once tour packages have been created by the Product Team, ‘build’ these packages in our reservations system (Tourplan) prior to sale to enable Operations & Customer Experience teams to manage inventory in bookings
* Learn the Product to be able to assist internal operational teams with understanding of the built packages
* Check built packages in Tourplan and liaise with internal teams to ensure they are accurate and sale ready
* Review the build process after each major launch, and later event delivery, to identify areas where efficiencies can be made and learnings applied
* Learn our operational processes to continually review and consider best practice as well as assist the operational teams with reporting on booking quantities and inclusions
Reservations
* Building on the knowledge gained from the Product build; once packages are launched, process customer booking confirmation documents across all projects in a timely and efficient manner, forming the legal contract with the client
* Identify & escalate bookings requiring a triage process due to customer requirements/requests
* Liaise with colleagues to ensure the process is as efficient as possible
Ticketing
* Manage match ticket inventory ensuring that internal systems are up to date and accurate
* Build excellent relationships with business stakeholders
* Allocate tickets to clients in a logical and thought-out manner
* Co-ordinate the ticket distribution process using a variety of systems depending on the Home Union (e.g. digital/mobile app based, PDF, physical tickets)
* Your stadium knowledge will become spot on, so research is key to be able to answer internal queries and present findings
* Liaise with colleagues and suppliers to help promptly address and answer our customers’ questions to ensure we deliver an exceptional customer experience
* Undertake worldwide travel as required for the purposes of familiarisation and/or operational event delivery
Health & Safety
* Co-ordinate the tracking by internal teams of the operational health and safety auditing of suppliers (hotel accommodation, coach transport, event venues etc) to ensure all suppliers used have an up to date completed health and safety audit in place
* Assist the Playing Tours Operations Team to ensure School Playing Tours inclusions meet health & safety requirements; background guidance will be provided
* Build excellent relationships both inside and outside the business to ensure the auditing process is as efficient as possible
To be successful within this role, our ideal candidate will:
* Be a flexible, operationally minded person who’s highly organised, with the ability to co-ordinate competing demands whilst delivering to tight timelines
* Be meticulous and conscientious with a high level of attention to detail
* Thrive in high pressure situations to meet deadlines and be able to use their own initiative to problem solve
* Be a great team player with a ‘can-do’ approach, happy to ‘help out’ in other areas that will only grow your experience and opportunities
* Have a strong working knowledge of Microsoft Office programmes (Word, Outlook, Excel and PowerPoint)
* Have a flexible approach to work and happy to work weekends and evenings, where required
* Have the ability to think logically and consider all relevant aspects
* Knowledge and experience of sports travel would be desirable but isn’t essential
In return we offer
* The opportunity to work with world class professional sporting clubs
* Hybrid working model
* Highly competitive salary
* Guaranteed day off on your birthday
* The opportunity to sample top level hospitality packages at stadiums across the world
* Supplier hosted networking events
* Company funded parties
* Opportunity for progression
* Funded training
* Access to wellness hub with various discounts including discounted gyms & retail providers
* Access to discounted hotels & sporting event tickets