At a Glance
- Tasks: Provide top-notch support to fans and resolve their queries efficiently.
- Company: Join Ticketmaster, part of the world's leading live entertainment company.
- Benefits: Enjoy competitive pay, flexible hours, and access to free live events.
- Other info: Work in a vibrant team culture with opportunities for personal growth.
- Why this job: Be at the heart of live entertainment and make fans' experiences unforgettable.
- Qualifications: Customer service experience and strong communication skills are a must.
The predicted salary is between 24000 - 30000 € per year.
Location: Manchester, UK (Fully office based)
Division: Ticketmaster UK
Line Manager: Team Manager (Contact Centre)
Contract Terms: 3 month contract, Full Time. Monday to Sunday on a rota basis.
THE JOB
The role of Fan Care Support Advisor will provide an efficient front-line service to fans by resolving problems and queries and utilising appropriate communication methods to ensure new and existing fan loyalty and brand confidence.
THE TEAM
The Fan Support Team is responsible for guiding our fans 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.
WHAT YOU WILL BE DOING
- Working across multi-functional teams, Service Resolution, Resale, Access, Complaints & social media.
- Communicating with fans verbally and electronically via live chat, email and phone.
- Resolve fan queries in an efficient and timely manner in line with agreed Key Performance Indicators and Service Level Agreements.
- Provide the highest level and quality of fan service at all times ensuring fan confidence.
- Make suggestions for service improvement.
- Advise and support other members of the fan support team and external departments in relation to event and venue information and fan queries.
- Liaise with other departments across the business to ensure adequate knowledge of the business to enhance the service provided to the fan.
- Adhere to all company and departmental processes, policies and procedures.
- Undertake other duties as required by management.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
- Contact Centre customer service experience.
- Experience using Microsoft packages including but not limited to outlook, word and excel.
- Understand the importance of both internal and external customers.
- Excellent written and verbal communication skills.
- Excellent time management and organisational skills.
YOU (BEHAVIOURAL REQUIREMENTS)
- Maintains working relationships to promote a positive and friendly culture.
- Demonstrates an understanding of the fan concept.
- Displays a high level of focus and demonstrates strong attention to detail.
- Displays a good knowledge of grammar and punctuation.
- Enthusiastic, confident and able to communicate at all levels.
- Ability to work under pressure to meet targets and deadlines.
- 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.
Customer Care Support Advisor (3 month FTC) employer: Live Nation International
At Ticketmaster, located in the vibrant heart of Manchester, we pride ourselves on fostering a dynamic and inclusive work culture that champions personal and professional growth. As part of Live Nation Entertainment, our employees enjoy unique benefits such as generous vacation time, healthcare, and access to free live events, all while working alongside passionate teams dedicated to delivering exceptional fan experiences. Join us and be part of a company that values reliability, teamwork, and integrity, ensuring you thrive in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Support Advisor (3 month FTC)
✨Tip Number 1
Get to know the company! Before your interview, dive into Ticketmaster's culture and values. Understanding their mission will help you connect with the team and show that you're genuinely interested in being part of their world.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling fan queries and demonstrate your problem-solving skills during the interview.
✨Tip Number 3
Show off your communication skills! Whether it's through live chat or on the phone, be ready to showcase your ability to communicate clearly and effectively. Remember, it's all about making fans feel valued and heard.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Care Support Advisor (3 month FTC)
Some tips for your application 🫡
Show Your Passion for Live Events:When you're writing your application, let your love for live events shine through! Mention any experiences you've had with concerts, theatre, or sports that make you excited about joining our team.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight the skills and experiences that match the Customer Care Support Advisor role. We want to see how your background fits with what we do at Ticketmaster!
Be Clear and Concise:Keep your writing clear and to the point. Use proper grammar and punctuation, as this reflects your attention to detail—something we value highly in our team!
Apply Through Our Website:Don't forget to submit your application through our official website! This ensures it gets to the right people and helps us keep track of all applications efficiently.
How to prepare for a job interview at Live Nation International
✨Know Your Stuff
Before the interview, make sure you understand Ticketmaster's services and the role of a Customer Care Support Advisor. Familiarise yourself with common fan queries and how to resolve them. This will show your enthusiasm and readiness to help fans.
✨Practice Your Communication Skills
Since you'll be communicating with fans via various channels, practice your verbal and written communication skills. Try role-playing scenarios with a friend or family member to get comfortable with responding to different types of queries.
✨Show Your Team Spirit
Ticketmaster values teamwork, so be prepared to discuss examples of how you've worked effectively in a team before. Highlight any experiences where you contributed to a positive team culture or helped resolve conflicts.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've successfully solved problems under pressure. Be ready to share these examples during the interview, as they will demonstrate your ability to handle fan queries efficiently and maintain high service standards.
