Ticketing Executive

What you will be doing

• Manage assigned Public Ballot days/courts – ensuring all seats, tickets and payments are administered in accordance with business standards
• Follow established processes to deliver all aspects of the ticketing operation for The Championships
• Respond to high volumes of general ticket enquiries from guests through a source of channels, including phones and Zendesk. Uphold the excellent levels of customer service in place and provide high quality, accurate interactions
• General administrative tasks and record management, using data and reports, upholding the process of dealing with GDPR protocols
• Prioritise workload to meet deadlines and ensure that high class standards are met
• Maintain high level of accuracy when dealing with peaks in productivity
• Use bespoke ticketing system to manage ticket enquiries, allocate and distribute tickets as appropriate
• Build effective relationships with guests, upholding the policies of our terms and conditions consistently, and maintaining ticket integrity
• Work closely with the finance department to ensure accurate reconciliation of all tickets within your remit
• Manage assigned allocations for ticket holders along with the communications associated.

What part your role will play in The Championships

• Manage and supervise Championships staff at Ticket Resolution Points, situated at various points around the Grounds
• Service the public with face-to-face ticket-related enquiries, including customer resolution, printing tickets, ticket integrity and more
• Contact and interview customers involved in unauthorised ticket transfers, including tickets advertised, for sale or transfer, on the internet
• Support the department with all service delivery aspects and targets.

About you

• Proven track record in customer service – the ability to investigate queries/complaints and the confidence to deal with these in an independent, timely fashion
• Would be an advantage to have experience with ticketing systems or similar bespoke software from previous work in the live events industry
• Excellent written and verbal communication
• Strong attention to detail with meticulous accuracy
• A flexible approach with the ability to remain calm under pressure
• Competent user of Microsoft Office suite
• Experience of using Zendesk would be beneficial
• Ability to build effective working relationships with internal and external stakeholders
• Previous experience of ticketing and dealing with complex queries is essential
• Ability to work independently, managing fluctuating levels of workload with a positive, can-do attitude
• Uses own initiative to identify any problems and takes active steps for a resolution

About us

The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Wimbledon Lawn Tennis Championships, widely regarded as the world’s premier tennis tournament and are home to one of the world’s most prestigious tennis clubs.

Our business has grown in recent years and we expect that success 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 every year for the four ticketed  Show Courts and The Queue (via which many thousands of Grounds Passes are sold). It administers all aspects of the Public Ballot and a wide variety of other allocations; it prepares and supplies tickets in bulk to a range of third parties, for instance the Lawn Tennis Association (LTA) and Official Suppliers.