Ticketing Administrator (6-month FTC)

JOB TITLE: Ticketing Administrator (6-month FTC)

DEPARTMENT: Ticketing & Supporter Liaison

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LOCATION: Stamford Bridge/Kingsmeadow and European Away Matches

CONTRACT: 6-month FTC, Full Time

JOB FUNCTION: To ensure all supporter enquiries are answered accurately, professionally and in a timely manner, including telephone and email enquiries; supporting directly with seasonal stadium ticket sales for both home and away matches

MAIN RESPONSIBILITIES: 

• Answer all enquiries received via telephone, email, in person or by post in an efficient and professional manner
• Data entry to be precise at all times
• Ability to sell products both reactively and pro-actively
• Show excellent supporter service skills and professionalism
• Point of knowledge to all supporters for the business
• To work to deadlines and targets both as a team and an individual
• Promote equal opportunities
• Processing and fulfilment of season tickets, memberships and match tickets
• Adhere to departmental policies and procedures
• To support the Disability & Supporters Club team as and when required

MEASURES OF PERFORMANCE:

• Data entry to be precise and have excellent attention to detail
• Maintain excellent supporter satisfaction
• Meet seasonal departmental and personal targets & deadlines
• Excellent supporter service skills over telephone, on email and in person
• Organised with an ability to prioritise workload
• Ability to work towards deadlines and targets

PERSON SPECIFICATION:

Experience:

• Experience in Microsoft Office and data entry
• Experience in actively listening to understand supporter concerns and how best to respond to them
• An awareness of matters of equality and inclusion At least six months experience in a supporter handling role in a pressurised sporting environment
• Experience with working in a ticket office
• Experience of equality and inclusion issues

Skills and Behaviours:

• Excellent written and oral communication skills
• Excellent telephone manner when speaking and interacting with supporters
• Excellent organisational skills with an ability to prioritise work loads
• Excellent supporter service skills in written, oral and face to face situations
• Flexibility to work shifts and match days.
• A can-do attitude to both routine and ad hoc work loads

OUR EXPECTATIONS: 

• To embody the club’s BLUE behaviours (Brave, Lead, Unity, Edge) in the approach to work and interaction with others
• To adhere to the club’s policies and procedures, including Health & Safety, Financial Authorisation, Confidentiality and GDPR.
• To act as an ambassador for diversity, equality, and inclusion, and demonstrate a positive commitment by treating others fairly in line with our Equality, Diversity & Inclusion Policy and reporting any acts of discrimination through appropriate channels
• To create a safe environment and act to protect all young people and vulnerable adults that are either in your care or attending club premises, and report any concerns to the Safeguarding Lead
• To report any misconduct or suspected misconduct to the HR Department

Our commitment to Equality, Diversity and Inclusion: 

At Chelsea we recognise that the diversity of our people is one of our greatest strengths and we are taking positive action to ensure our existing colleagues and job applicants can fully be themselves and bring their own unique experiences and perspectives to Chelsea FC. This means giving full and fair consideration to all applicants regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.   

If you need reasonable adjustments made to the recruitment process, please reach out to your recruiter, who will be able to advise and support you.

Chelsea FC is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.

This is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the Club.