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For Companies At a Glance
- Tasks: Lead a team to provide top-notch customer support across various channels.
- Company: Join Ticketek, a global leader in live experiences and fan engagement.
- Benefits: Enjoy 23 days annual leave, enhanced pension, and complimentary event tickets.
- Why this job: Be part of a dynamic team that makes unforgettable live moments happen.
- Qualifications: Experience in omni-channel support and strong problem-solving skills required.
- Other info: Flexible hybrid work environment with opportunities for personal growth.
The predicted salary is between 36000 - 60000 £ per year.
About Ticketek & TEG
Ticketek Entertainment Group is a global fan experience company that tickets, promotes and delivers live experiences that are impossible to forget. In a distracted world where nothing beats real human moments, we make life better live! Our Group includes our Fan Experience Platform (Ticketek) that sells tickets and provides value added services, event promoting, with businesses across Touring (TEG Touring), Sport (TEG Sport), and Family Experiences (TEG Experiences) and our digital business (Ovation) which focuses on delivering seamless data-driven outcomes for our fans and partners. In the UK, Ticketek delivers end-to-end ticketing services for a broad range of venues and event organisers, putting fan innovation at the heart of everything we do.
The Role
As a Customer Solutions Manager, you will report directly to the Head of Customer Solutions and lead a small team, providing guidance, support, and direction to ensure high service standards are consistently met. You will engage with customers across phone, email, and social media, ensuring all enquiries are handled efficiently and resolved within agreed SLA targets. Your responsibilities will include managing both general and complex enquiries, and ensuring the team is fully equipped with the appropriate tools and information to deliver excellent service. You will also work closely with the Client Services team to investigate and resolve any issues related to event on-sale and pre-sale activity. Please note: The role is Monday - Friday 9:00am - 5:00pm, with some weekend work required. Based in London, the role is hybrid with a minimum of 3 days in the office.
Requirements
- Respond to customer enquiries across multiple channels, including phone, email, social media, and Trustpilot.
- Print and pack tickets for customers attending upcoming events, where required.
- Produce weekly reports for clients.
- Lead the team and provide support with complex or escalated cases.
- Collaborate effectively with a wide range of internal and external stakeholders.
- Work on event days, including weekends, during peak periods.
- Demonstrate flexibility to meet the needs of the business.
- Deliver in-person and virtual training sessions for clients and external agencies, as required.
- Develop comprehensive training materials and documentation to support new projects and client onboarding.
The Person
We’re looking for someone who:
- Has experience in Omni-channel support - Phone, Email, Social & Trust Pilot Platform - Required.
- Has previous experience in sales over the phone (processing orders, invoicing, etc.) - Required.
- Has proven customer service experience across phone, email, and CRM systems, specifically Zendesk. At least 1 Year Experience - Required.
- Communicates with confidence, style, and professionalism across all levels of business relationships.
- Is adaptable and able to thrive in a fast-paced, ever-changing environment.
- Demonstrates strong problem-solving skills, with the ability to design and implement innovative solutions to everyday challenges.
- Has excellent time management skills and can effectively manage competing priorities and deadlines.
- Possesses a strong attention to detail.
- Can quickly build rapport and develop positive, long-lasting client relationships.
- Is a collaborative team player, motivated to deliver exceptional results.
Benefits
So, what does Ticketek & TEG offer? Culturally, we are ambitious, innovative and commercially driven, operating in a fast-paced environment that focuses on developing our people's strengths and talent. This collaborative culture has been central to our success, with teams motivated to consistently exceed expectations. Our people enjoy a wealth of benefits including:
- 23 days annual leave plus Birthday leave.
- Enhanced pension contributions, sick and family leave.
- Complimentary tickets.
- Recognition Awards.
- Employee Assistance Programme.
Applying for this role
At Ticketek and TEG, we are committed to fostering an inclusive and balanced workforce, supported by policies and processes that put this at the heart of our strategy. We welcome applications from all suitably qualified candidates, regardless of gender, gender identity, disability, marital or parental status, racial, ethnic or social origin, colour, religion or belief, or sexual orientation. We strive to make our recruitment process accessible and inclusive for everyone. If you require any adjustments to ensure a fair and equitable experience, please let us know when scheduling your interview. To apply for this role, please send your CV and cover letter detailing your salary expectations to: careers@tegeurope.com. Please know you must have the right to work in the UK to be considered for this role.
Customer Solutions Manager employer: TEG Pty Ltd
Contact Detail:
TEG Pty Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Solutions Manager
✨Tip Number 1
Get to know the company inside out! Research Ticketek and TEG, their values, and what makes them tick. This way, when you get that interview, you can show off your knowledge and passion for their mission of creating unforgettable live experiences.
✨Tip Number 2
Practice your communication skills! As a Customer Solutions Manager, you'll need to engage with customers across various channels. Role-play with a friend or family member to nail down your responses and build confidence in handling enquiries.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals, which can be a game-changer in landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in being part of the Ticketek and TEG family!
We think you need these skills to ace Customer Solutions Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Customer Solutions Manager role. Highlight your omni-channel support experience and any relevant achievements to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can contribute to our team. Be sure to mention your problem-solving skills and adaptability.
Showcase Your Communication Skills: Since this role involves engaging with customers across various channels, demonstrate your communication style in your application. Use clear and professional language, and don’t forget to show a bit of your personality!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at TEG Pty Ltd
✨Know Your Customer Solutions
Familiarise yourself with the key responsibilities of a Customer Solutions Manager. Understand how to handle enquiries across various channels like phone, email, and social media. Be ready to discuss your experience in managing complex cases and how you can lead a team to meet high service standards.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled challenging customer issues in the past. Highlight your ability to design innovative solutions and demonstrate your strong problem-solving skills. This will show that you're adaptable and can thrive in a fast-paced environment.
✨Communicate with Confidence
Practice articulating your thoughts clearly and professionally. Since the role involves engaging with customers and stakeholders, being able to communicate effectively is crucial. Use role-play scenarios to build your confidence in handling different types of conversations.
✨Demonstrate Team Collaboration
Be ready to discuss your experience working in teams and how you’ve contributed to achieving collective goals. Share specific instances where you collaborated with others to deliver exceptional results, as this role requires a strong team player who can motivate and support their colleagues.
