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- Tasks: Lead a dynamic team to deliver top-notch customer service and manage ticket sales.
- Company: Join a vibrant sports organisation with a passion for fan engagement.
- Benefits: Competitive salary, flexible hours, and opportunities for personal growth.
- Why this job: Be at the heart of the action, making fans' experiences unforgettable.
- Qualifications: Experience in team management and a knack for problem-solving.
- Other info: Work in a fun, fast-paced environment with matchday excitement.
The predicted salary is between 30000 - 42000 £ per year.
As the Customer Service Manager 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.
- 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
- Extensive experience of managing and developing a team
- Good problem solving and decision-making skills
- Desire for continuous improvement
- Ability to lead by example
- Interest in sport or events
Training
- Induction training on the ticketing and phone processes systems will be provided.
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
Salary:
up to £38,000 per annum
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
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Customer Service Manager employer: Bristol Sport
Contact Detail:
Bristol Sport Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Get to know the company! Research Bristol Sport and their values. When you understand what they stand for, you can tailor your approach during interviews and show how you fit right in.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend events. A friendly chat can give you insider info and might even lead to a referral – which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you’d handle customer complaints or motivate your team. Use real examples from your past experiences to showcase your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Manager role. Highlight your experience in managing teams and delivering excellent customer service, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Be sure to mention any relevant experience with ticket sales or customer support that makes you a great fit.
Showcase Your Problem-Solving Skills: In your application, don’t forget to highlight your problem-solving abilities. We love candidates who can think on their feet and come up with effective solutions, especially when it comes to handling complaints and improving processes.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Bristol Sport
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of customer service management. Familiarise yourself with ticket sales processes, common customer queries, and how to handle complaints effectively. This will show that you're not just interested in the role but also prepared to tackle the challenges that come with it.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to motivate and manage a team. Be ready to share examples of how you've successfully led a team in the past. Talk about your approach to training, performance reviews, and how you handle conflict within a team. This will demonstrate your capability to lead by example.
✨Be Data-Driven
The job involves reporting on email and phone call data, so be prepared to discuss how you've used data to improve processes in previous roles. Bring specific examples of KPIs you've worked towards and how you achieved them. This shows that you can think critically and make informed decisions.
✨Passion for Sports
Since this role is within a sports environment, express your enthusiasm for sports or events. Share any relevant experiences that connect your passion with customer service. This personal touch can set you apart from other candidates and show that you're genuinely invested in the role.
