Overview
Client Support Assistant (12 month FTC) role at Ticketmaster
Location: London, Manchester or Glasgow, UK
Division: Ticketmaster UK
Line Manager: Client Services Manager - Inventory Management
Contract Terms: 12-month FTC, Full-Time
The Job The Client Support Assistant (CSA) will offer administrative, client relationship and operational support to the Client Account Management (CAM) teams across all genres in the London, Glasgow, and Manchester offices, whilst promoting the highest standards of client service. Ticketmaster UK Limited, part of Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.
Responsibilities
- To assist the CAM teams in satisfying, retaining, and developing current or future client relationships by ensuring good levels of communication with venues and promoters whilst providing system support and query resolution
- To support the CAM teams in effectively monitoring and controlling available ticket inventory with a view to maximising its retail potential
- To support the CAM teams on various platforms, including HOST, Platinum Tool, Ingresso, and Universe
- To ensure that all event-related information is communicated speedily and accurately in a way that ensures that the information is clearly received and easily understood by all relevant parties (internal and external)
- To develop and maintain an in-depth understanding of each client’s business needs
- To report all client service issues to the CAM teams whilst ensuring that a high standard of client care is maintained at all times
- To react in an efficient and courteous manner to client requests whilst adhering to all service level agreements (internal and external)
- To develop and maintain effective teamwork within the Client Services departments, across genres and between the various departments and premises of the Company to include, but not limited to, Client Development, Client Marketing, Event Programming, Customer Service, and Product Support teams, to ensure that the business needs of the client are met
- To assist the CAM teams to ensure that all info pages event-related information is accurate, up to date & accessible across all sales channels, e.g. Call Centre and Internet before on-sale and during the life cycle of each event
- To attend event day box offices (venue-based and ‘green field’ sites) as directed by the Senior CAMs and Client Services Managers (CSMs)
- Offer support to clients in the printing and distribution of pre-printed and care-of-box-office tickets
- General ticket fulfilment problem-solving
- To recognise and embrace the operational requirements of the Client Account Management Team through a flexible approach towards hours of work and location of duties to include participation in a shift system of work as directed by the Senior CAMs and CSMs
- To continuously seek ways in which to improve personal, team and business performance
- To complete a daily checklist of required tasks, as coordinated by CAMs and CSMs; including, but not limited to markbacks, reports, barcode files, and other tasks on the daily spreadsheet
- To assist with, and contribute to, the day-to-day administration of the CAM team under the guidance of the Senior CAMs and CSMs
- To comply with all Company policies as directed by the Human Resources Manager to include, but not limited to, the Company’s Health and Safety Policy
- To ensure that a clean, tidy, safe, and secure working environment is maintained at all times
- To ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs
- To represent the Company, as required, at functions, events, and PR visits whilst ensuring that all business-related topics and agendas are communicated to relevant managers and Directors
- To undertake any other relevant duties which fall under the general scope of this role as directed by your immediate Line Manager or a Director of the Company
What You Need to Know (or Technical Requirements)
- Ticketmaster systems experience preferable
- I.T. literate - Windows Office Suite (Word, Excel and Outlook)
- A proven understanding of the ticketing/entertainment industry
You (Behavioural Requirements)
- A highly motivated and conscientious individual
- Excellent communication, inter-personal and customer care skills
- A proactive nature to include a flexible approach to hours of work and location of duties
- Ability to use self-initiative as well as work within a team
- Excellent time management skills
- A calm, patient and professional manner
- Confident telephone manner
- Confident in dealing with the general public face-to-face
- Good organisational skills, with a high level of attention to detail
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 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.
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Assistant (12 month FTC) in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ticketmaster. 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 Ticketmaster 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!
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 Ticketmaster:Your cover letter is your chance to shine! Tell us why you want to work at Ticketmaster 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 Ticketmaster!
How to prepare for a job interview at Ticketmaster
✨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.
