Ticketing Team Manager – West Ham United

March 15, 2017

Location: London, UK

Closing Date: April 20, 2017


An exciting opportunity has arisen in the West Ham United Ticketing Department for a Team Manager. The successful candidate will be required to ensure that all ticketing objectives and key responsibilities are met on a daily basis.

The chosen candidate will play a big part in the ongoing development of the team and will be expected to implement strategies within the ticketing department that support delivery of excellent customer service.

Key Responsibilities:

• Lead by example and take responsibility for the department’s quality controlled objectives on a daily basis including in and outbound targets
• Ensuring front line staff are working to a high standard at all times
• Handle escalated calls and provide support and feedback where necessary
• Oversee and assist with end of day procedures and when carrying out comply with End of Day banking procedures and that all monies are put in the safe
• During busy periods – take and make in and outbound calls
• Be conversant with West Ham United systems including Venuemaster, Telecom 2, Dynamics and Sports Alliance portal
• Ensure >80% average quality monitoring score is attained across the department and putting performance plans together in conjunction with the departmental manager
• Recommend changes to policies and procedures to drive performance
• Coordinate continual improvements ensuring that evidence of corrective and preventative actions is taken, recorded and reviewed
• Ensure that TORs (Ticket Office Representatives) follow departmental procedures
• Maintain adequate staffing levels throughout the day to ensure PCA is achieved

Equal Opportunities

1. To ensure that all departments are provided within an anti-discriminatory framework and take account of such issues as race, gender, sexuality, disability, religion and age.

2. To carry out work in a manner which promotes equality of opportunity for both staff and clients.

Person Specification

The ideal candidate will have skills and experience in the following areas: –


• Educated to A level or equivalent experience– Essential 
• Customer service/sales training – Desirable

Specific Experience

• Demonstrable knowledge and experience of Sales/Customer Service experience delivering KPIs – Essential
• Experience of managing performance to required levels in line with SLA’s – Essential
• Experience in training and coaching team members to improve performance – Essential
• Proficient with Microsoft Office – Essential
• Experience working within the sports stadia or events industry– Desirable
• Cultural change management – Desirable
• CRM/database experience – Desirable


• Highly diligent and tenacious, able to work on own initiative – Essential
• Flexible to respond to business needs – Essential
• Able to demonstrate a passion to achieve targets through the performance of others – Essential
• Excellent communication, networking and influencing skills – Essential
• Team player and confidence to build relationships with the business and clients – Essential
• Ability to multi-task, works well under pressure and ability to work autonomously and make own decisions – Essential 
• A positive outlook to change management – Essential

How to apply: http://www.jumpinsport.com/jobs/ticketing-team-manager-west-ham-united-1136