Overview of the Role:
As Tickets Specialist you will source tickets for concerts, theatre, attractions, film premieres and sporting events both in the UK and the rest of EMEA. The role will act as an expert in the ticketing field and deliver an excellent service to members using required systems and adhering to agreed service levels and ways of working.
Key Responsibilities:
Managing requests:
- To provide an expert service in taking briefs from members; establishing a clear clear, detailed and thorough brief including timescales as per agreed service levels , ascertaining exactly what the member requires and the timescales involved to meet members expectations and deliver them what they want.
- To ensure maximum availability on the phone in order to take briefs.
- To allocate brief to the relevant specialist where necessary, identifying the status of the job and ensuring there are clear accountabilities for job completion.
- To manage requests within agreed deadlines and in the most resourceful way.
- To liaise with members, suppliers and Ten staff to provide the best possible content as a response to a members request
- To always act in the best interest of the member, ensuring their needs are met
- To investigate opportunities to add value to the request and exceed the members expectations
- To undertake research for any jobs that do not fit into our existing supplier base
- To act as an advocate for other areas of the service to encourage full use of the service and repeat business
- To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly
- To maintain high standards of service and communication with the member throughout the request/member journey
Administration:
- To keep administration and research relating to the members or the members requests up to date in real time on the in house knowledge managers system in a timely manner with 100% accuracy.
- To ensure that requests that could have commissions available are processed and invoices are produced.
Member Satisfaction:
- To supply feedback to the member satisfaction team in order to continually drive high levels of member satisfaction and service enhancements
- To assist in customer care issues where necessary to deliver swift and effective resolution and minimize any negative impact/turn any negative impact into positive.
- To bring to the attention of the Team Manager any feedback, problems or issues arising with process of the team that could negatively impact our members, to ensure they are actioned and we continue to improve.
Others:
- To regularly meet individual and team KPIs such as efficiency, proactivity, NPS, QA, phone availability, etc.
- To actively seek opportunities to improve ways of working to benefit the overall service.
- To promote efficient and effective team working within specialism and across the business in a way that supports the delivery of an excellent service.
- To implement and follow through any changes to process or ways of working to the agreed standards and timelines.
- To continuously strive to learn about new events and shows that can be offered to members.
Requirements
Essential:
- Excellent customer service skills, including impeccable phone and email manner
- Ability to conduct research for ticket recommendations
- Experience of booking tickets to live events
- Experience in handling customer care issues
Desirable:
- Experience in negotiating with suppliers and members
- Experience in closing/converting bookings
- Knowledge of ticket booking systems
- Knowledge of working with and explaining terms of conditions related to tickets
Working hours
This role will involve a fixed Tuesday to Saturday shift. The majority of shifts will be 8am-5pm or 9am-6pm but will involve one late shift each week from 12pm-9pm. You’ll work 40 hours per week. Please note that the position requires a minimum presence of 2 days in the office (40%).
Benefits
Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
All our employees also enjoy a range of benefits:
- A competitive salary will be offered depending on experience
- Offer flexible work arrangements including Hybrid work possibilities
- Annual Leave of 25 days per annum & 3 extra days of annual leave in their third year.
- One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
- Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
- Lucrative Ten Loyalty Rewards program
- Remote Working Holidays - Travel and Work for up to 4 weeks per year!
- Access to lots of great travel and entertainment discounts as our clients’ members would!
- Be part of our global, dynamic, and inclusive Team, with diversity at its core.
- Possibility of growth within a dynamic and international company
Who We Are
At Ten our goal is simple, to become the most trusted service business in the world.
We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.
We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.
To find out more about working at Ten, hear from some of our people and have a sneak peek at our offices, please watch this short video here.
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”
