Ticketing Executive

Founded in 1882, Tottenham Hotspur Football Club is an English Premier League Club, based in North London.

Led by the late great Bill Nicholson, the Club became the first in England to win the League and FA Cup Double in 1961, and the first in the UK to win a European Trophy two years later. Spurs has since been home to some of the game’s great entertainers, including Jimmy Greaves, Glenn Hoddle, Paul Gascoigne, David Ginola, Gareth Bale, Heung-Min Son and Harry Kane.

In April 2019, the Club opened an iconic new stadium that sits at the heart of a £1billion sport-led regeneration of North Tottenham. The stadium is the largest football club stadium in London and is a multi-use venue with the ability to host a variety of events 365 days a year, including NFL, boxing, rugby, concerts, and other major events, plus visitor attractions including Stadium Tours and the Dare Skywalk.

The stadium development scheme has to date created more than 4,000 new jobs for local people, with circa £300m pumped into the local economy each year.

Tottenham Hotspur has:

• A clear strategy to develop talent from within its Academy, showcased by a strong track record of Academy players graduating to the first-team squad.
• A £100m state-of-the-art Training Centre that supports the Club’s ambition to attract, develop and retain the best talent.
• Commercial partnerships with globally-recognised brands including AIA Group Limited (AIA), one of the world’s leading providers of life insurance services, and Nike, the world’s leading sports footwear and apparel company.
• A commitment to minimizing its environmental impact across Club operations, being named as the greenest in the Premier League for the past three years. Tottenham Hotspur is a signatory of the UN Sports for Climate Action Framework, committing to halve carbon emissions by 2030 and become net zero carbon by 2040.
• An award-winning Foundation that is renowned for creating opportunities to help enhance the lives of people in its local community through education, employment, health and social inclusion programmes.

The Ticketing team is based at the Club’s offices on Tottenham High Road, adjacent to the stadium and the Club headquarters at Lilywhite House. The team manages the ticket sales and distribution for all Tottenham Hotspur first team fixtures and works closely with all other departments to achieve this. Additionally, the key role is to provide advice and assistance via email, telephone and in person for those wishing to purchase tickets or memberships.

On a match day, the team is supported by casual staff in dealing with ticket query resolutions, collections and any other queries from the public.

The role will play an active part in delivering a first class supporter experience throughout their journey in purchasing tickets and attending the state of the art venue.

Due to the nature of the role, the position will include some unsociable hours, such as evenings, weekends and/or Bank Holidays to coincide with home matches, so a flexible candidate is sought.

JOB PURPOSE:

To provide first class customer service in the fulfilment of ticket and membership purchases and enquiries.

 

Key Responsibilities

• Provide first-class customer service to all supporters contacting the Ticket Office
• Provide support on all ticketing operations including, but not limited to, order fulfilment, manifest management
• Process sales and refunds for all first team fixtures as well as other events to be held at the venue from time to time
• Manage the application and sales process for internal allocations
• Produce regular ticketing and related reports
• Work at all first team home fixtures, as well as other selected events as required
• Support the team, sharing workload in times of pressure

 

Personal Attributes

• Thinks ahead, generates ideas
• Values & respects others, builds relationships, collaborates
• Gets things done, delivers to high standards, takes responsibility
• Naturally organised, with a drive and flair for efficiency
• Outstanding attention to detail and a methodical manner
• Able to work under pressure while maintaining standards and a positive attitude

 

Skills & Experience

• Proven experience working with ticketing and access control systems, ideally within the sporting industry
• Excellent and proven face-to-face customer service skills
• Excellent general IT literacy
• Proven strong written and verbal communication skills

 

Safeguarding is fundamental to the success in all that we do. Whilst this role does not require a DBS check, successful candidates are to be reminded that we may review the role and the requirements at a later date which could result in standard background and DBS checks.

 

Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, or ethnic and national origins, religion or belief, or sexual orientation.