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- Tasks: Lead the Supporter Services team to ensure top-notch customer service and manage ticket sales.
- Company: Join Bristol Sport, a vibrant organisation dedicated to enhancing supporter experiences in sports.
- Benefits: Enjoy flexible hours, training opportunities, and a dynamic work environment on matchdays.
- Why this job: Be part of a passionate team, make a real impact, and develop your leadership skills.
- Qualifications: Experience in team management and a passion for customer service are essential.
- Other info: This role requires working evenings and weekends, especially on matchdays.
The predicted salary is between 28800 - 43200 £ per year.
As the Supporter Services Supervisor you will be responsible for managing the Bristol Sport Supporter Services team to deliver ticket sales, respond to enquiries and fulfil ticket and membership sales. You will need to support and motivate your team to deliver excellent customer service as well as looking for opportunities to meet the wider team’s Key Performance Indicators (KPIs) and targets.
Key Responsibilities
- To manage the day-to-day operation of the Supporter Services department ensuring a smooth customer experience on the phone, email, online, and at the Ticket Office on a matchday.
- To ensure all Supporter Services team members are fully trained, committed, and motivated to deliver a helpful and informative service to all our supporters including dealing promptly and effectively with any complaints.
- To manage the Supporter Services team including the matchday rotas, annual leave requests and other line management responsibilities such as conducting performance reviews.
- To run the Ticket Office on their scheduled matchdays, supervising a team of matchday casual staff and liaising with other teams where needed.
- To regularly report on email and phone call data and recommend process improvements to work towards agreed KPIs.
- To propose a set of performance standards for the team in relation to conversion of calls to bookings, the number of unanswered calls, product upgrades.
- To be the first point of escalation for complaints and supporter feedback. To resolve complaints in a timely and appropriate manner and suggest solutions to stop repeated complaints of a similar nature.
- To lead on other operational projects as and when required.
- To liaise with the Ticketing Executive to provide supporter feedback in order to improve the online customer journey.
- To assist the Senior Ticketing Manager in any relevant tasks related to the department.
KEY OBJECTIVES (KPIs)
- Work towards our Service Level Agreements (SLAs) in terms of turnaround time for replying to supporter emails
- Effective management of the Supporter Services team
- Manage the Ticket Office on matchdays
- Work towards our sales targets and motivate the team to achieve them
Essential Skills
- Extensive experience of managing and developing a team
- Passion for delivering excellent customer service
- Good problem solving and decision-making skills
- Desire for continuous improvement
- Attention to detail
- Ability to lead by example
Desirable Skills
- Interest in sport or events
- Confidence in working in a target driven environment
- Contact Centre Experience
Training
- Induction training on the ticketing and phone processes systems will be provided.
Health and Safety
- Responsible for ensuring all health and safety procedures are always followed, with relevant paperwork to support
- To ensure all employees complete their training required to do their job
- Report all incidents and accidents as required
- To report any hazards detected
- To complete and review the risk assessments for the department
Human Resources Activities
- Support a departmental induction program for employees to receive the appropriate new hire training to successfully perform their job
- Ensure employee understand expectations and parameters
- Participate in the employee performance appraisal process, providing constructive feedback as needed
- Ensure employee holiday allocation is utilised on a quarterly basis
- Lead in the recruitment of new employees ensuring best practice and hiring the right applicant for the role
Hours: 5 out of 7 days to include home match days evenings and weekends
Equal Opportunities
We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
Safeguarding
Ashton Gate Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment.
Due to the nature of the role, this position is subject to an enhanced DBS check #J-18808-Ljbffr
Supporter Services Supervisor employer: Ashton Gate
Contact Detail:
Ashton Gate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Supporter Services Supervisor
✨Tip Number 1
Familiarise yourself with the Bristol Sport brand and its values. Understanding the culture and mission of the organisation will help you align your approach during interviews and discussions, showcasing how you can contribute to their goals.
✨Tip Number 2
Prepare specific examples from your past experience that demonstrate your ability to manage a team and deliver excellent customer service. Highlight situations where you've successfully resolved complaints or improved processes, as these are key aspects of the role.
✨Tip Number 3
Research common KPIs in supporter services and think about how you would approach achieving them. Being able to discuss strategies for meeting sales targets and improving customer satisfaction will show your proactive mindset.
✨Tip Number 4
Network with current or former employees of Bristol Sport if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Supporter Services Supervisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing teams and delivering excellent customer service. Use specific examples that demonstrate your problem-solving skills and ability to meet KPIs.
Craft a Compelling Cover Letter: In your cover letter, express your passion for sports and events. Mention how your previous experiences align with the responsibilities of the Supporter Services Supervisor role, particularly in managing operations and motivating a team.
Showcase Relevant Skills: Emphasise your extensive experience in team management and customer service. Highlight any contact centre experience and your ability to lead by example, as these are essential for the role.
Prepare for Potential Questions: Think about how you would handle common scenarios related to customer complaints and team motivation. Be ready to discuss your approach to achieving sales targets and improving processes during an interview.
How to prepare for a job interview at Ashton Gate
✨Show Your Leadership Skills
As a Supporter Services Supervisor, you'll need to demonstrate your ability to manage and motivate a team. Be prepared to share examples of how you've successfully led a team in the past, focusing on your approach to training, performance reviews, and resolving conflicts.
✨Highlight Customer Service Experience
This role is all about delivering excellent customer service. Make sure to discuss your previous experiences in customer-facing roles, particularly how you've handled complaints and improved customer satisfaction. Use specific examples to illustrate your problem-solving skills.
✨Understand Key Performance Indicators (KPIs)
Familiarise yourself with the KPIs relevant to the Supporter Services department. Be ready to discuss how you would work towards achieving these targets and suggest any process improvements based on your past experiences. Showing that you understand the importance of KPIs will impress your interviewers.
✨Demonstrate Passion for Sports
Since this role is within a sports environment, expressing your passion for sports or events can set you apart from other candidates. Share any relevant experiences or interests that connect you to the industry, as this will show your enthusiasm for the role and the organisation.
