Group Sales Booking Coordinator – Ticket Office
We are committed to the principle of equality and equal opportunities in employment and have been accredited with being a Disability Confident Leader. We will actively promote equality and equal opportunities in our business to ensure that individuals receive treatment that is fair and equitable and consistent with their relevant aptitudes, potential skills and abilities.
West Ham United FC is committed to equality and safeguarding children and ‘adults at risk’. Positions that involve working with such groups are subject to safer recruitment protocols, including DBS Disclosure at enhanced level.
West Ham United staff enjoy generous benefits, including a contributory scheme, 25 days’ leave and life assurance. You can also take advantage of childcare vouchers, interest-free season ticket loans, a cycle to work scheme and our employee wellbeing programme.
We believe that a diverse workforce strengthens our creativity and delivers the best commercial performance. We are, therefore seeking applications from high quality people, whose backgrounds, experience, and identity broadens and enhances the diversity of our company.
As an employer we are committed to promoting and protecting the physical and mental health of our staff.
Job Purpose:
Ensure that all ticket office objectives and key responsibilities are met on a daily basis. To be aware of our Company Policies and Procedures which are in force; to ensure that your actions and behaviour are consistent with and champion the requirements of those policies and procedures at all times.
To ensure that you have seen and are familiar with the contents of the Staff Handbook and comply with Health and Safety requirements.
Key Responsibilities:
GROUP BOOKINGS:
- Taking group reservation bookings either via phone, email or supplier portal
- Build strong relationships with supporters, customers, guests and Team Members in order to gain full understanding of their needs and work to serve them effectively
- Communicate clearly with clients and colleagues in a clear and efficient way via email, phone or Microsoft Teams
- Working with the Foundation, Overseas Supporter Clubs, stakeholders to deliver forecasted levels of group bookings for ticket sales
- Being aware of game categories and pricing models for group bookings and communicate accordingly
- Oversee any rescheduled fixtures for group and Supporter Club bookings
- Converting enquiries and provisional bookings into contracted sales, ensuring booking forms are completed accurately in line with the Club’s terms and conditions
- Entering all bookings into our ticketing system and ensuring our Group Processes/standards are followed
- Ensure adult:junior attendee ratios are met and that any risk assessments are undertaking by working with the Safeguarding Department
- Communicate with key stakeholders including lead booker, Senior Ticketing Manager and Foundation secretary
- Continually developing new knowledge and skills to ensure best practice sales delivery whilst having thorough knowledge of the Club’s product and services
- Work closely with Supporter Services to coordinate overseas bookings
- Identify group sales leads for future games including Women’s games and Premier League 2 matches including the management of Sister Clubs for the WSL
- Develop and maintain full customer details via the ticketing database
- Complete a weekly and month end report, outlining sales per game, income generated, prospects
- Assist with general inbound and outbound calls
- Deputise for the Ticketing Team Manager as and when requested
- Coordinate and oversee official ticketing partnership requirements
- Work with Match Day Operations to oversee coach parking requirements
Match Days
Undertake a lead role on match days by:
- Ensuring all match day group bookings ticketing requirements are met prior to match day
- Be present on a match day and be the lead representative for all group bookers
- Work with retail to support any match day merchandise requests by taking pre orders
- Assist the ticket office with general enquiries where necessary
Other Duties
- Provide Contact Management with feedback of training issues
- Assist staff members with queries and escalated calls
- Act as advisor to all other departments with regards to Group bookings or Supporter Club enquiries
- Be accountable for keeping yourself up to date on Club Policies and Procedures and departmental processes
- Contribute to team meetings, training sessions and 1:1 coaching and be responsible for your Personal Development Plan
Equal Opportunities
- To ensure that all departments are provided within an anti-discriminatory framework and take account of such issues as race, gender, sexuality, disability, religion, sexual orientation and age.
- To carry out work in a manner which promotes equality of opportunity for both staff and clients.
Employees will be recruited and selected, promoted and trained on the basis of objective criteria.
Person Specification
The ideal candidate will have skills and experience in the following areas: –
Essential (E) Desirable (D)
Experience/Education:
- Experienced gained within a fast-paced ticket office or office environment (E)
- Previously been involved in coordinating group tickets in a stadium or theatre (D)
- Compiling risk assessments and simple reports (E)
- Able to provide examples of managing administration tasks and managing multiple workloads and deadlines (E)
- Experience in Ticket systems and Contact Centre operations (D)
Abilities/Skills/Knowledge:
- Strong administrative skills including record keeping, booking multi games, including rescheduling fixtures where required (E)
- Can provide solid examples of using own initiative to identify opportunities to improve process/policy and managing this through to implementation (D)
- An excellent telephone manner (E)
- Strong Microsoft Office skills including Word, Excel and Powerpoint (E)
- Understanding of, and ensuring all safeguarding requirements are met (D)
As an employer we are committed to promoting and protecting the physical and mental health of our staff.
Please apply through our careers site https://www.careers.whufc.com/ by Sunday 4th September 2022
Due to a high number of expected applicants, only those successful will be contacted
