At a Glance
- Tasks: Join our team to provide top-notch ticketing and supporter services for exciting events.
- Company: Be part of Saracens, a dynamic sports club with a passion for rugby and community.
- Benefits: Enjoy a competitive salary, flexible hours, and the chance to work at thrilling matches.
- Other info: Full-time role with opportunities for career growth in a vibrant sports environment.
- Why this job: Make a real impact by enhancing supporter experiences and growing our fan base.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 28800 - 35200 £ per year.
We're looking for a Ticketing & Supporter Services Executive to join the Saracens ticketing team. In this role, you will provide all-round administration and customer service to help the Supporter Services department run smoothly, covering men's and women’s rugby, netball, sports camps, and other activities and events. As part of the team, you will play a key role in ensuring all supporter services requests and enquiries are handled appropriately.
The successful candidate will support the operation of the ticketing department from memberships, individual match sales and seasonal products, to any other event taking place at StoneX Stadium, using the ticketing system (currently Ticketmaster Sport XR) and service management tool (currently Zendesk) to manage bookings and requests for supporters, and deal with any queries or concerns.
You will support the Club’s objective of creating a smooth purchase process for our supporters and grow the Club’s fan base by maximising sales opportunities through all commercial areas of the business, including Ticketing, Hospitality and Retail. You will have a proven track record of providing service excellence in a customer-facing role requiring the use of a computer system, as well as excellent communication, administrative and organisational skills.
- Ticketing: Working as part of the Ticketing team to fulfil all aspects of ticket sales and refunds to be processed, which may include match day tickets, season tickets and any other events. Process ticket sales through our ticketing software and investigate anomalies.
- Fulfil the sales/ticketing strategy whilst adhering to all Saracens policies.
- Deal with accessibility requests.
- Liaise with internal teams as required, e.g. Finance, marketing, shop.
- Liaise with external suppliers as required, e.g. ticketing system provider, marketing agency, website provider, ticket financing provider, rewards partner and using any tools provided by those suppliers to deal with queries.
- Deal with problems and challenges in a fast, effective, fair and logical manner.
- Assist the Ticketing Manager with event management on the ticketing system, as required.
- Follow all defined processes.
- Ticket office: Prepare for, set up and deal with matchday ticket sales, collections and queries in the ticket office.
- Respond to customer queries effectively, highlighting and escalating concerns as necessary.
Other: Demonstrate best working practices in all duties and comply with company policies and procedures. Deal with any projects as and when required (e.g. memberships/tours/birthdays/signings/charity requests / other special requests etc), liaising with other departments as necessary.
This is a full-time position, based at StoneX Stadium. The role requires the post holder to work on all Men’s match days and potentially some Women’s games, with time given back in lieu.
Skills:
- Have strong organisation and planning ability.
- Able to multi-task and manage workload effectively.
- Knowledge of ticketing software (Ticketmaster desirable).
- Knowledge of Zendesk or other similar service management tool.
- Excellent ability to build stakeholder relationships both internally and externally.
- Strong communication skills, both verbal and written.
Experience:
- You have experience of working within a ticketing and/or customer service environment.
- You have excellent written and verbal communication skills (attention to detail is essential).
- Experience of working with CRM systems.
Salary: Up to £32,000 pa
Ticketing & Supporter Services Executive employer: Saracens
Joining the Saracens ticketing team means becoming part of a vibrant and dynamic work culture that prioritises service excellence and teamwork. Located at the iconic StoneX Stadium, employees benefit from a supportive environment that encourages professional growth and development, with opportunities to engage in various sports events and activities. With a focus on maximising sales and enhancing supporter experiences, this role offers a rewarding career path for those passionate about sports and customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Ticketing & Supporter Services Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Saracens. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Saracens before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Ticketing & Supporter Services Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Saracens:Your cover letter is your chance to shine! Tell us why you want to work at Saracens specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Saracens!
How to prepare for a job interview at Saracens
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
