Tickets Specialist - Live Entertainment | London

Overview of the Role:

Are you passionate about entertainment and exceptional service? Do you thrive in a fast-paced environment and love creating magical moments? At Ten Group, we are looking for a dynamic Tickets Specialist - Live Entertainment to join our team and elevate the entertainment experiences of our members.

As Tickets Specialist you will source tickets for concerts, theatre, both in the UK and the rest of EMEA. The role will act as an expert in the ticketing field and deliver an excellent service to members using required systems and adhering to agreed service levels and ways of working.

Key Responsibilities:

• Deliver expert service when taking member briefs, ensuring a clear, detailed, and thorough understanding of requirements and timelines in line with agreed service levels.
• Maintain maximum availability on the phone to take briefs promptly.
• Allocate briefs to the appropriate specialist when needed, clearly identifying job status and ensuring accountability for completion.
• Manage all requests within agreed deadlines, using resources efficiently and effectively.
• Liaise with members, suppliers, and Ten colleagues to provide the best possible content and solutions in response to member requests.
• Act consistently in the best interest of the member, ensuring their needs are fully met.
• Proactively identify opportunities to add value and exceed member expectations.
• Conduct research for requests that fall outside the current supplier network.
• Advocate for all areas of the service to encourage full usage and promote repeat engagement.
• Collect member feedback from previous requests and share it through the appropriate channels to support continuous satisfaction and service usage.
• Maintain high standards of service and communication throughout the entire member journey.

Requirements:

If you have worked in the Music Events Industry, Theatre, and Live Entertainment industry apply today, this could be an excellent career progression and an opportunity to work for a growing award-winning company.

What We’re Looking For:

• Fluency in English at a C2 level or bilingual proficiency is essential for this role.
• Proficiency in any additional European language is highly advantageous and will be considered a plus.
• A passion for theatre and live entertainment.
• Customer-centric approach and ability to anticipate customer needs and offer proactive recommendations for premium experiences.
• Proven experience in customer service, ideally within ticketing or hospitality.
• Strong communication skills with a friendly and approachable demeanor.
• Excellent customer service skills, including impeccable phone and email manner.
• Ability to multitask and work in a dynamic, fast-paced environment, seamlessly managing high volumes of premium ticketing requests.
• Familiarity with ticketing systems and software is a plus.
• Enthusiastic, proactive, and always eager to learn.
• A positive attitude and team player who thrives in collaborative environments.

Shift Patterns:

The shifts are from Sunday - Thursday. The majority of shifts will be 9am-6pm GMT but will involve one late shift each week from 12pm-9pm GMT. You’ll work 40 hours per week.

Guidelines for Hybrid/Home Office option:

Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility.

A secure home office at your confirmed address, free from background noise or other distractions. Internet service must meet minimum requirements and minimum speed check must be complete.

Benefits:

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also through annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way to support development.

Rewards designed around you:

• A competitive salary depending on experience, plus a performance-based bonus.
• Hybrid working. You can combine working from home and working from the office. If you don’t live near our office then we are open to fully remote working options too.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
• Employer contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Commitment to Diversity:

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.