At a Glance
- Tasks: Provide top-notch support to fans, resolving queries and enhancing their event experience.
- Company: Join Ticketmaster, part of Live Nation, the global leader in live entertainment.
- Benefits: Gain valuable experience in a dynamic environment with a focus on teamwork and growth.
- Other info: Inclusive culture that values diversity and encourages personal and professional development.
- Why this job: Be at the heart of live events, helping fans enjoy unforgettable experiences.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 24000 - 28000 € per year.
Location: Manchester, UK (Fully office based)
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.
Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.
Customer Care Support Advisor (3 month FTC) in Manchester employer: Ticketmaster UK Limited
At Ticketmaster, located in the vibrant city of Manchester, we pride ourselves on being part of Live Nation Entertainment, the world's leading live entertainment company. Our inclusive work culture fosters collaboration and personal growth, ensuring that every employee feels valued and empowered to contribute to our mission of connecting fans with unforgettable live experiences. With a strong commitment to diversity and professional development, we offer a dynamic environment where you can thrive while making a meaningful impact in the world of live events.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Support Advisor (3 month FTC) in Manchester
✨Tip Number 1
Get to know the company! Before your interview, dive into Ticketmaster's culture and values. Understanding their commitment to fans and teamwork will help you connect better during your chat.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with fans through various channels, role-play common scenarios with a friend. This will boost your confidence and help you articulate your thoughts clearly.
✨Tip Number 3
Show your enthusiasm for live events! Share your personal experiences with concerts or shows during the interview. It’ll demonstrate your passion for the industry and resonate well with the team.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It’s a great way to express your appreciation and keep you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Care Support Advisor (3 month FTC) in Manchester
Some tips for your application 🫡
Show Your Passion for Live Events:When you're writing your application, let your love for live entertainment shine through! Mention any experiences you've had with events, whether it's concerts, theatre, or sports. We want to see that you understand the fan experience and are excited about being part of it.
Tailor Your Application:Make sure to customise your application to highlight how your skills match the role. Use keywords from the job description, like 'customer service' and 'communication skills', to show us you're a perfect fit for the Fan Care Support Advisor position.
Keep It Professional Yet Friendly:While we love a casual vibe, remember to maintain professionalism in your writing. Use proper grammar and punctuation, and keep your tone friendly and approachable. This reflects the kind of communication style we value at Ticketmaster!
Apply Through Our Website:Don't forget to submit your application through our official website! It's the best way to ensure it gets to the right people. Plus, you'll find all the details you need about the role and our company culture there.
How to prepare for a job interview at Ticketmaster UK Limited
✨Know Your Stuff
Before the interview, make sure you understand Ticketmaster's role in live events and the importance of fan loyalty. Familiarise yourself with common queries fans might have and think about how you would resolve them. This will show your enthusiasm and readiness to jump into the role.
✨Show Off Your Communication Skills
Since you'll be communicating with fans via various channels, practice articulating your thoughts clearly. Consider doing mock interviews or even chatting with friends about customer service scenarios. Highlight your ability to adapt your communication style based on the situation.
✨Demonstrate Team Spirit
Ticketmaster values teamwork, so be prepared to discuss examples of how you've worked effectively in a team before. Think about times when you supported colleagues or contributed to group success, as this will resonate well with their culture.
✨Be Ready for Problem-Solving
Expect questions that assess your problem-solving skills. Prepare by thinking of specific instances where you successfully resolved a customer issue or improved a process. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your analytical abilities.
