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For Companies At a Glance
- Tasks: Assist fans with queries and requests for live events, ensuring top-notch service.
- Company: Join Ticketmaster, part of Live Nation, the world's leading live entertainment company.
- Benefits: Enjoy a supportive culture, opportunities for growth, and a diverse work environment.
- Why this job: Be part of a passionate team that connects fans to unforgettable live experiences.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Flexible working hours and a commitment to diversity and inclusion.
The predicted salary is between 24000 - 36000 £ per year.
Job Summary:
Location : Manchester, UK
Division : Ticketmaster UK.
Line Manager: Team Manager (Contact Centre)
Contract Terms: Permanent, 35 hours per week.
THE TEAM
The Fan Support Team is responsible for guiding our fan s 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 .
THE JOB
The role of Fan Care Support Advisor will provide an efficient front-line service to fan s 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.
WHAT YOU WILL BE DOING
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Working across multi-functional teams, Service Resolution, Resale, Access, Complaints & social media .
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Communicating with fan s verbally and electronically via live chat, email and phone.
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Resolve fan queries in an efficient and timely manner in line with agreed Key Performance Indicators and Service Level Agreements.
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Provide the highest level and quality of fan service at all times ensuring fan confidence.
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Make suggestions for service improvement.
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Advise and support other members of the fan support team and external departments in relation to event and venue information and fan queries.
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Liaise with other departments across the business to ensure adequate knowledge of the business to enhance the service provided to the fan .
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Adhere to all company and departmental processes, policies and procedures.
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Undertake other duties as required by management.
WHAT YOU NEED TO KNOW
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Contact Centre customer s ervice experience.
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Experience using Microsoft packages including but not limited to outlook, word and excel.
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Understand the importance of both internal and external customers .
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Excellent written and verbal communication skills.
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Excellent time management and organisational skills.
YOU (BEHAVIOURAL REQUIREMENTS)
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Maintains working relationships to promote positive and friendly culture.
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Demonstrates an understanding of the fan concept.
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Display a high level of focus and demonstrates strong attention to detail.
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Displays a good knowledge of grammar and punctuation.
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Enthusiastic, confident and able to communicate at all levels.
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Ability to work under pressure to meet targets and deadlines.
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Ability to analyse and solve problems.
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.
We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our work is guided by our values:
Reliability – We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.
Teamwork – We believe individual achievement pales in comparison to the level of success that can be achieved by a team .
Integrity – We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent .
Belonging – We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive .
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It\’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
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Customer Care Support Advisor employer: Ticketmaster
Contact Detail:
Ticketmaster Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Support Advisor
✨Tip Number 1
Familiarise yourself with Ticketmaster's services and the types of events they cover. Understanding the fan experience and common queries can help you demonstrate your knowledge during the interview.
✨Tip Number 2
Practice your communication skills, both verbal and written. Since you'll be interacting with fans through various channels, being articulate and clear will set you apart from other candidates.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've resolved customer issues in the past. This will highlight your capability to handle the fast-paced environment of a contact centre.
✨Tip Number 4
Emphasise your teamwork skills. Since the role involves working across multi-functional teams, demonstrating your ability to collaborate effectively will be crucial in your application.
We think you need these skills to ace Customer Care Support Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience, particularly in contact centres. Emphasise your communication skills and any experience with Microsoft packages, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for live events and how it aligns with Ticketmaster's vision. Mention specific examples of how you've resolved customer queries effectively in the past.
Showcase Your Skills: Highlight your organisational skills and ability to work under pressure. Provide examples of how you've managed time effectively to meet targets and deadlines in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for grammar and punctuation errors. A polished application reflects your attention to detail, which is essential for the Customer Care Support Advisor role.
How to prepare for a job interview at Ticketmaster
✨Show Your Passion for Live Events
Make sure to express your enthusiasm for live entertainment during the interview. Share any personal experiences you've had with events, whether it's concerts, theatre, or sports. This will demonstrate your alignment with the company's vision and values.
✨Demonstrate Strong Communication Skills
Since the role involves communicating with fans through various channels, practice articulating your thoughts clearly and confidently. Be prepared to showcase your written and verbal communication skills, perhaps by discussing a time you resolved a customer query effectively.
✨Highlight Your Problem-Solving Abilities
Prepare examples of how you've successfully handled difficult situations in previous roles. Emphasise your ability to analyse problems and come up with effective solutions, as this is crucial for providing excellent fan support.
✨Familiarise Yourself with Ticketmaster's Services
Research Ticketmaster's offerings and understand their processes. Being knowledgeable about their services will not only impress your interviewers but also show that you're proactive and genuinely interested in the role.
