Customer Service Team Leader – TodayTix Group, London

  • Location - London, United Kingdom
  • Job type - Full Time
  • Salary - £30,000
TodayTix Group Published 3 years ago

Come join us!

Sitting at the intersection of technology and theater, TodayTix Group is a business built upon a tireless commitment to innovation and the arts. We believe that theatergoers should better reflect our world, and we are proud to build the tools necessary to best facilitate global access to shows for our 2.5 million active users.

We know that building the first in-app lottery and forging partnerships with over 2,000 theaters, producers, and cultural institutions around the world is just the beginning. We are looking for kind, passionate, ambitious and motivated individuals from all backgrounds and experiences to join us as we continue on our journey to “find a seat for everyone.” If that’s you, we would love to hear from you!

TodayTix Group is on a mission to find a seat for everyone.

Supporting over 2,000 theatres, producers, and cultural institutions globally, we bring unparalleled inventory to an expansive consumer ecosystem of over 1,000 media and travel partners. From our consumer brands like TodayTix and Show-Score, to Expedia, TimeOut, and LastMinute.com, we meet theatre-goers where they are, at the right time.

TTG is a one-stop-shop that’s not one-size-fits-all. Our team customises our approach with each partner to accomplish their goals via seamless integration with our easy-to-navigate tech, data-driven inventory distribution, and expert marketing strategies. TTG has more than 2.5 million active monthly users and has sold 35 million tickets to over 20,000 shows. And it’s just the beginning.

We’re seeking highly motivated team members to join us in disrupting an old supply chain model, creating greater access to theatre, and expanding the theatre-going audience.

We want people of all backgrounds to see themselves represented and included in our work, so we actively seek to diversify our team and bring more voices to the table. All applicants are welcome!

To lead and motivate the team to deliver the highest standard of customer support. To be the first point of contact for the customer services team. To assist the team with troubleshooting and ensure they have the tools and knowledge required to achieve success in their roles.

About the role

  • To lead and motivate a highly skilled team of Customer Service Executives
  • Coordinate incoming workflow, departmental tasks and daily routine
  • Organise the monthly rota in accordance to the shift pattern and staff requirements
  • Quality Control – ensure staff are working to the highest standards at all times delivering excellence in service
  • Conduct monthly 1-21’s and regular performance reviews
  • Maintain a sound understanding and adherence to TTG Brand Standards and quality policies
  • Ensuring the team provides the highest level of accuracy and attention to detail in order to deliver excellent customer service
  • Ensuring all team members are achieving their KPI’s daily
  • To maintain an excellent product knowledge and the entire product range by attending regular trade nights and fam trips
  • Display the highest level of verbal and written communication to our customers
  • To handle all incoming complaints in line with the company complaint policy
  • Providing the necessary feedback, training and development to customer service staff to improve their accuracy, productivity, quality and overall work standards
  • Providing the Customer Service Manager and supervisory colleagues with effective management information that will identify areas for improvement, and show progress of individuals, in relation to service performance, quality and training needs
  • To attend and conduct team meetings and training sessions
  • To promote a positive and enthusiastic working environment
  • To work part of a team, supporting colleagues and working to deliver common goals
  • To be fully aware of company policies/handbook
  • To assist in all other areas of reservations when required
  • Any other reasonable duties requested by line Management

Additional Information

Monday-Friday 08:00 – 20:00

Saturday 09:00 – 19:30

Sunday 09:00 – 19:00

TTG Contact Centre operates all year round except 25 December. Shifts are 7.5 hours per day plus 1 hour lunch break.

About You

  • 3+ years experience
  • Desire to deliver the best service to our customers and suppliers
  • Motivational and leadership skills
  • Excellent communication skills
  • Excellent attention to detail
  • Planning and organisation skills
  • Product knowledge and industry expertise

GOOD TO KNOW

TodayTix Group takes care of our team. We’re proud to offer a generous suite of benefits and perks. Here are a few of our favourites:

  • £30k salary
  • Generous pension match
  • Access to a bespoke Pension scheme
  • Complimentary tickets to shows and events
  • Employee Assistance Programme
  • Healthcare cash plan
  • Season Ticket loans
  • Birthday off
  • 3 months of paid Parental Leave
  • Salary Sacrifice Car Scheme & RAC Membership
  • Employee Charity Donation Matching
  • £280 Work From Home budget
  • Cycle to work scheme
  • Employee Referral Bonus

TodayTix is committed to creating a diverse and equal workforce. Our aim is to create an inclusive and diverse environment which reflects the world we live in, as well as making a positive impact regarding diversity and accessibility within our industry. We highly encourage applications from all, regardless of race, age, gender, gender identity, nationality, ethnic origin, disability, religious belief, or sexual

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