Customer Operations Administrator

Location: Manchester, UK

Division: Ticketmaster Resale

Line Manager: Operations Manager

Contract Terms: Permanent, 35 hours per week

THE JOB

As we continue to grow our resale marketplace, we have a fantastic opportunity available to join the team as a Customer Operations Administrator – based in our Manchester office.

As part of the role you will offer administrative and operational support to the customer service team and other ticketing teams across the UK and Ireland, whilst promoting a high standard of customer service at all times.

We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion, delivering world class experiences – Fan First.

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.

WHAT YOU WILL BE DOING

• Work with the Customer Support Manager and Operations Manager to promote, and offer, a high standard of customer service to both internal and external customers.
• Support the daily running of administrative duties for the resale customer service teams.
• Manage and prioritise personal and department workloads effectively adhering to deadlines.
• Handle support requests from various teams across the business, including Client Support, Fulfilment, Finance and Product.
• Assist with updating account information and account verifications.
• Champion innovation and continuously seek to improve the fan experience.
• Ensure all event related information is communicated promptly and accurately in a way that ensures that the information is clearly received and easily understood by all relevant parties (internal and external).
• Maintain knowledge of products and operational procedures.
• Ensure that event related information is accurate, up to date & accessible across all information channels e.g. EVI, Confluence, Jira, Zendesk.
• Provide direction and guidance to the customer support teams in the absence of the Operations Manager.
• To comply with all Company policies as directed by the Human Resources Manager to include, but not limited to, the Company’s Health and Safety Policy.
• To undertake any other relevant duties which fall under the general scope of this role as directed by the Operations Manager.

WHAT YOU NEED TO KNOW

• Ticketing experience preferred but not essential.
• Customer service experience in an admin role or 2nd line role.
• Excellent knowledge of Windows Office Suite (Word, Excel, PowerPoint and Outlook).
• Excellent written and spoken English.
• Able to communicate well with people at all levels.

YOU

• A highly motivated and conscientious individual.
• Excellent communication and inter-personal skills.
• Ability to use self-initiative as well as work within a team.
• Excellent time management skills.
• A calm, patient and professional manner.
• Good organisational skills and 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.