At a Glance
- Tasks: Assist fans with queries and requests for live events, ensuring top-notch service.
- Company: Join Ticketmaster, part of Live Nation, the world's leading live entertainment company.
- Benefits: Enjoy a supportive culture, opportunities for growth, and a diverse work environment.
- Other info: Flexible working hours and a commitment to diversity and inclusion.
- Why this job: Be part of a passionate team that connects fans to unforgettable live experiences.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 24000 - 36000 £ per year.
Job Summary:
Location: Manchester, UK
Division: Ticketmaster UK
Line Manager: Team Manager (Contact Centre)
Contract Terms: Permanent, 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.
Ticketmaster is part of Live Nation Entertainment which is the world\'s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management.
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.
#TM
#LI-CG1
Customer Care Support Advisor in Manchester employer: Ticketmaster
At Ticketmaster, located in the vibrant city of Manchester, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. Our commitment to employee growth is evident through our supportive environment, where you can thrive alongside passionate colleagues in the live entertainment industry. With a focus on teamwork, integrity, and belonging, we offer meaningful opportunities for professional development while ensuring a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Support Advisor 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!
We think you need these skills to ace Customer Care Support Advisor in Manchester
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.
