About the Ticket Office Team:
The Ticket Office Team at SAFC are all about making the fan's experience as seamless and enjoyable as possible.
We are the friendly faces behind the scenes, dedicated to ensuring fans can easily access tickets for all our exciting matches and events.
Our team works diligently to manage ticket sales, handle inquiries, and provide support to fans, whether it's through our online platform or in-person at the stadium.
We pride ourselves on exceptional customer service, always ready to assist fans with any questions or concerns.
The Opportunity:
As a Customer Service & Ticketing Executive, you will play a pivotal role in building and maintaining first-class relationships with our supporters. This is an exciting opportunity to support the Club's Customer Service Strategy, ensuring every supporter interaction is handled with professionalism and care. You will have the chance to take ownership of the Zendesk platform, keeping it up-to-date and developing it to better serve our supporters' needs, while collaborating with external departments to streamline help requests, ticket allocations, and sales.
This role offers a unique blend of customer service excellence, technical oversight, and administrative support. You will support the team in achieving ambitious targets within set deadlines, contributing directly to the overall success of the Ticketing department. Additionally, you'll have the chance to demonstrate your organisational skills by maintaining accurate records and providing vital administrative assistance. If you're proactive, detail-oriented, and thrive in a fast-paced environment, this is your opportunity to be part of a dedicated team committed to delivering memorable supporter experiences and supporting the Club's broader goals.
What We Ask For:
We are looking for someone with exceptional communication skills, both written and verbal, who can confidently handle customer enquiries, complaints, and concerns through various channels such as email, social media, face-to-face interactions, and letters. The ideal candidate will be adept at managing large volumes of inbound emails efficiently, ensuring timely responses without compromising quality. You should be able to stay calm under pressure, even when dealing with stressed or irate supporters, and maintain a respectful and professional tone that truly reflects the Club's values.
Your problem-solving abilities, attention to detail, and teamwork skills are essential to delivering fast, accurate ticket allocation and reconciliation while providing an outstanding customer experience. Proficiency in standard software like MS Word and Excel is required, along with the ability to prioritise tasks effectively to meet operational deadlines. A positive attitude, professionalism, and strict adherence to all Club procedures and data protection regulations are key qualities we seek, ensuring consistent and excellent support for our supporters and the wider team.
A Basic DBS from Sunderland AFC is required.