Ticketing Coordinator, Family Tickets, London

At Family Tickets our mission is to offer the easiest and most caring service to help UK families plan, book and share amazing days together. As Ticketing Coordinator, you’ll play a key support role in our award-winning audience services team. You’ll keep our ticketing running smoothly and assist with the day to day operation of our customer support team.

• You can demonstrate empathy for our customers and you care about improving their experience.
• You have excellent customer service skills – you are confident and sensitive when communicating with customers over the phone and in writing.
• You have some experience in event ticketing, with a venue or event box office, or a ticketing agency.
• You are very well organised, can work to tight deadlines and can keep a cool head under pressure.
• You have exceptional attention to detail. You are process-driven, with a methodical and measured approach to your work. You are accurate and check your work thoroughly.
• You have a good working knowledge of MS Office, particularly MS Excel for data manipulation and reporting.
• Your written English is superb, and you can communicate your points clearly and succinctly.
• You can work well with a variety of internal and external team members to implement your work, such as our marketing team, in-house designers, support team staff, suppliers and venue box office staff.

Desirable Skills & Experience

Experience using Zendesk is a bonus.
Experience using Shopify is even better.
We’re particularly interested in hearing from experienced box office staff who have a good working knowledge of agency sales via allocation and/or API.

The ideal candidate will also:

Put the customer first. You focus on making our customers’ lives easier and help families create amazing memories together.
Be caring and kind. You genuinely care about customers and are motivated by understanding and responding to their needs better.
Deliver continuous improvement. You act on customer feedback and are always looking for ways to improve our service.
Be flexible and willing to help. We’re a small, friendly team launching a new service, so you’ll need to have a ‘can do’ attitude and be ready to take on new challenges as they arise.

Detailed job description

Key objectives

The purpose of your role is to keep the support team and ticketing functions of our business running smoothly, so that together we can make the most difference to the customer experience.

You’ll work proactively to support the Audience Services Manager with administrative and customer service related tasks.

You’ll provide admin support to the Ticketing Manager, completing regular tasks, event setups and reporting with accuracy and efficiency.

You’ll keep the support team running smoothly by ensuring we always have staff available to work.

Customer support

Keep our customer service platforms updated with relevant information and automated responses, so our customers are always receiving the right information when they get in touch for help.
Assist with writing and maintaining support content on both our customer-facing online Help Centre and our internal staff knowledgebase.
Coordinate the reporting and circulation of weekly statistics from our customer service platforms.
Coordinate support team recruitment, contracts, new starter forms and the weekly payroll.
Manage support team staff availability requests and the weekly rota.
Act as the first point of contact for our support team, answering routine questions and complicated enquiries.
Escalate more complex issues or serious complaints as necessary to the Audience Services Manager.
Act as the first cover in the support team, responding to customer service requests over the phone, email, social media and live chat.

Ticketing support

Support the Ticketing Manager with regular ticketing tasks, including exchanges, ticket reporting, printing and dispatch.
Manage ticket hardware setup and hard ticket stock – assisting with the design and ordering and setup as needed.
Compile and circulate reports to venue box office staff, including mark backs, sales updates and customer lists.
Closely monitor the rate of sale at venues where we are selling on an allocation basis, ensuring we always have a good selection of seats on our own websites.
Assist the Ticketing Manager in the accurate setup of events with our ticket distributors and venues, liaising with technical and operational teams as necessary.
Assist in the auditing of information on our websites and venue websites to ensure accuracy of information for the customer and a smooth customer journey at every step of the booking process.
Any other ticketing support tasks requested by the Ticketing Manager as required.

Customer communications

Assist the Audience Services Manager by ensuring the right communications go to the right customers at the right time.
Assist with the setup and maintenance of automated communications via our website, email service provider and other integrated apps. Including pre-event emails, post-show surveys and review requests.
Analysis of audience feedback, following-up with our support team as necessary.
Any other customer comms and support tasks requested by the Audience Services Manager as required.

Merchandise sales and fulfilment

Manage stock levels in our online shops, and ensure we have a good working relationship with our fulfilment partner.
Manage daily sales and fulfilment reporting.
Coordinate stock movement between suppliers.
Manage stock items (product information and photos) using the website and our e-commerce system.

How to apply

Please submit your CV and a covering letter outlining your suitability for the role to ticketingcoordinator@familytickets.com. In your covering letter, please tell us about your customer service and ticketing experience. Please also give a recent example of a time when you’ve demonstrated empathy for a customer and provided exceptional customer care.

The deadline for applications is 6pm on Monday 2 September 2019.