At a Glance
- Tasks: Manage client relationships and ensure top-notch customer service in the live entertainment industry.
- Company: Join Ticketmaster, part of Live Nation, the world's largest live entertainment company.
- Benefits: Enjoy a permanent, full-time role with opportunities for growth and a vibrant work culture.
- Other info: Inclusive environment that values diversity and personal development.
- Why this job: Be at the heart of live events, connecting fans with unforgettable experiences.
- Qualifications: Experience in ticketing and strong communication skills are essential.
The predicted salary is between 28800 - 48000 £ per year.
Location: Glasgow, Manchester or London, United Kingdom.
Division: Ticketmaster UK
Line Manager: Client Service Manager
Contract Terms: Permanent, Full-time
THE TEAM
The Client Account Management Team is responsible for the day-to-day management of our client relationships.
THE JOB
The Client Account Manager – Cuffe & Taylor Team handles a variety of accounts of our clients and system venues by providing a pro-active, customer and business-focused Client Account Management solution across Ticketmaster’s client base, whilst promoting the highest standards of customer service at all times. The overall aim of this role is to achieve the operational, financial, and business objectives of the Company.
What You Will Be Doing
- To satisfy, retain and develop client relationships by ensuring good levels of communication with venues and promoters whilst providing system support and query resolution.
- To develop and maintain an in-depth understanding of each client’s business needs whilst identifying potential new business opportunities or improved efficiencies through the application of new technologies or operational practices.
- To regularly review and update all client information/deal sheets in conjunction with the Senior Client Account Manager to include contractual information and service charges applied therein.
- To effectively monitor and control available ticket inventory with a view to maximising its retail potential.
- To take ownership of, and responsibility for, each event on-sale to include being present for the duration of the on-sale period as directed by the Client Services management.
- To ensure that all event-related information is accurate, up to date & accessible across all sales channels e.g. Contact Centre, IVR, and e-commerce platforms, prior to on-sale and during the life cycle of each event.
- To take ownership of, and responsibility for, notifying internal departments of all cancelled/amended events to include, but not limited to, assisting customer services in the identification of affected customers if needed and agreed communication procedures.
- To develop and maintain effective teamwork within the department across genres, and between the various departments and premises of the Company, to include, but not limited to, Sales, Client Marketing, Event Programming and Customer Service teams, and Event Operations.
- To ensure that all event-related information is communicated accurately and in a way that ensures that the information is clearly received and easily understood by all relevant parties (internal and external).
- To manage, process and respond to all inbound client-related communications in an efficient and courteous manner whilst adhering to service level agreements (internal/external).
- To produce for review, a weekly report of client sales activity as directed by the Senior Client Account Manager or Client Services Manager.
- To plan and manage event day box offices (venue-based and ‘green field’ sites) in conjunction with the Senior Client Account Manager as directed by the Client Services Manager.
- To promote and offer the highest level of customer service standards at all times to both internal and external customers.
- To recognise and embrace the operational requirements of the 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 Client Account Manager & Client Services Manager.
- To seek ways in which to continuously improve personal, team and business performance and to strive for cost-effectiveness.
- To assist with, and contribute to, the day-to-day administration of the Account Management Team under the guidance of the Client Services Managers.
- To comply with all Company policies as directed by Human Resources, 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 SKILLS)
- I.T. literate - Windows Office Suite (Word, Excel, and Outlook).
- Proven experience in the Ticketing Industry.
You (behavioural Skills)
- A highly motivated and conscientious individual.
- Excellent communication, inter-personal and customer care skills.
- A pro-active 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 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.
APPLICATION CLOSING DATE: TUESDAY 9TH DECEMBER AT 10AM
Client Account Manager - Cuffe & Taylor Team in Manchester employer: Ticketmaster
At Ticketmaster, part of Live Nation Entertainment, we pride ourselves on fostering a vibrant and inclusive work culture that champions teamwork and integrity. Our Client Account Managers enjoy a dynamic environment in major cities like Glasgow, Manchester, and London, with ample opportunities for professional growth and development, all while being part of the world's largest live entertainment company dedicated to connecting fans with unforgettable experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Client Account Manager - Cuffe & Taylor Team 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 Client Account Manager - Cuffe & Taylor Team 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.
