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For Companies At a Glance
- Tasks: Lead a team to deliver top-notch customer service and resolve ticketing enquiries.
- Company: Join a prestigious organisation known for its commitment to excellence and guest satisfaction.
- Benefits: Gain valuable experience, develop leadership skills, and enjoy a dynamic work environment.
- Why this job: Make a real impact by enhancing guest experiences during exciting events.
- Qualifications: Experience in team leadership and strong problem-solving skills required.
- Other info: Fixed-term role from 30 March to 31 July with potential for growth.
The predicted salary is between 30000 - 42000 £ per year.
We are seeking an enthusiastic, customer-focused individual to join our Ticketing team as a Ticketing Guest Services Supervisor. Working closely with the Contact Centre Supervisor and Ticketing Manager, you will lead and support a team of Ticketing Guest Services Agents to deliver a consistently high-quality, professional service to our guests. You will act as the primary escalation point for ticketing-related enquiries, ensuring issues are resolved efficiently, accurately, and in line with AELTC policies and procedures. You will lead by example, embedding our values of Heritage, Integrity, Respect and Excellence to ensure every guest receives a memorable and positive experience, both during The Championships and throughout the year.
Please note, the provisional date for interviews is Friday 20 February. This role is Fixed Term from 30 March to 31 July.
What you will be doing
- Team leadership
- Lead, motivate, and mentor a team of Ticketing Guest Services Agents to deliver knowledgeable and professional guest support.
- Plan and manage agent rotas and workload distribution to ensure appropriate coverage, particularly during peak periods.
- Foster a positive, collaborative, and high-performing team culture that promotes open communication and teamwork.
- Ensure guest enquiries are consistently resolved within agreed SLAs and KPIs, maintaining accuracy, compliance, and professionalism.
- Support the onboarding and training of new agents, including quality assurance of written and verbal responses.
- Coach agents to continuously improve their communication skills, providing regular, constructive feedback to maintain high service standards.
- Ticketing Specialist
- Work collaboratively with the wider Ticketing team to ensure Ticketing Guest Services Agents are kept fully up to date with ticketing procedures, policies, and system updates.
- Develop advanced knowledge of the ticketing system, online customer journey, and ticket sales processes to support both agents and guests effectively.
- Ensure information provided to guests is accurate, consistent, and aligned with our ticketing integrity policies.
- Enquiry Escalations
- Act as the main escalation point for complex or sensitive guest enquiries, resolving issues in a calm, fair, and solution-focused manner.
- Balance guest satisfaction with ticketing policy and integrity, applying sound judgement and decision-making.
- Communicate clearly and professionally with guests across both verbal and written channels.
About you
- A genuine passion for delivering outstanding customer experiences and a commitment to exceeding guest expectations, in line with AELTC values.
- Proven experience in a team leadership or supervisory role, with the ability to motivate, support, and guide others.
- Strong problem-solving skills, with the ability to identify effective and practical solutions in challenging situations.
- Excellent written and verbal English communication skills, with a strong attention to detail and focus on quality.
- Well-developed active listening skills, demonstrating empathy while gathering information and interpreting data.
- High level of computer literacy, including experience with Microsoft Office and CRM systems.
- Ability to remain calm and professional under pressure and when handling high-volume or high-stress situations.
- Strong organisational skills, with the ability to prioritise tasks and manage competing demands effectively.
Ticketing Guest Services Supervisor in England employer: Wimbledon
Contact Detail:
Wimbledon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ticketing Guest Services Supervisor in England
✨Tip Number 1
Get to know the company culture! Before your interview, dive into their values and mission. This way, you can show how your passion for customer service aligns with their commitment to excellence.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of a mirror. Focus on showcasing your leadership skills and problem-solving abilities, as these are key for the Ticketing Guest Services Supervisor role.
✨Tip Number 3
Bring your A-game to the interview! Prepare examples from your past experiences that highlight your ability to motivate a team and handle guest enquiries effectively. Real-life stories resonate well!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your fit for the position!
We think you need these skills to ace Ticketing Guest Services Supervisor in England
Some tips for your application 🫡
Show Your Passion: Let your enthusiasm for customer service shine through in your application. We want to see how much you care about delivering outstanding experiences, so share any relevant stories or examples that highlight your commitment to guest satisfaction.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. We love seeing candidates who take the time to align their background with what we’re looking for in a Ticketing Guest Services Supervisor.
Highlight Leadership Experience: Since this role involves leading a team, be sure to showcase any previous leadership or supervisory roles you've had. We want to know how you’ve motivated and supported others, so include examples of how you’ve fostered a positive team culture.
Keep It Professional: Your written communication skills are key for this position, so make sure your application is clear, concise, and free of errors. We appreciate attention to detail, so take the time to proofread before hitting send. And remember, apply through our website for the best chance!
How to prepare for a job interview at Wimbledon
✨Know Your Stuff
Make sure you’re well-versed in the ticketing processes and policies mentioned in the job description. Brush up on the AELTC values of Heritage, Integrity, Respect, and Excellence, as these will likely come up during your interview.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you’ve successfully led a team or resolved conflicts. Highlight how you motivated others and maintained high service standards, as this role is all about team leadership.
✨Practice Problem-Solving Scenarios
Think of potential guest enquiries that could escalate and how you would handle them. Be ready to demonstrate your problem-solving skills and calmness under pressure, as these are crucial for the Ticketing Guest Services Supervisor role.
✨Communicate Clearly and Confidently
Since excellent communication is key, practice articulating your thoughts clearly. Whether it’s verbal or written, ensure you convey your ideas effectively, showcasing your attention to detail and professionalism.
