Ticketing Guest Services Supervisor (Fixed Term)

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. This role is Fixed Term from 30 March to 31 July 2026.

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.

About us

• The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Championships, Wimbledon, widely regarded as the world’s premier tennis tournament, hosted on the Grounds of one of the world’s most prestigious tennis clubs.
• Our business has grown in recent years, and we expect this to continue. We have plans to further improve our facilities and invest in our people in future years. Our success is important to us, and we are guided by our key values of Heritage, Integrity, Respect and Excellence.
• The Ticket Office issues and accounts for over half a million tickets each year for the four ticketed Show Courts and The Queue, administering the Public Ballot and a wide range of other ticket allocations.

Additional Information

• This is a full-time, office-based role, with standard working hours of 9:00am–5:00pm, Monday to Friday. Due to the operational demands of the role, flexibility is required to work evenings and weekends in the lead-up to and during The Championships.
• The provisional date for interviews is Friday 20 February.