Ticket Office & Retail Assistant

The Ticket Office & Retail Assistant will be the focus for the day-to-day face of the Ticket Office and Club Superstore and will be responsible for supporting the Ticket Office & Retail Manager in all ticketing and retail strategies. Ideally this person will be an experienced, proactive, enthusiastic and determined individual who will perform a key role within the business. The role is primarily a customer facing role, including some administrative cover on reception when necessary.

Roles and responsibilities

• Leading by example within the Club’s front-facing sales counter and call centre by visibly delivering a first-class level of customer service to supporters purchasing tickets & retail merchandise
• Liaising with other clubs to determine ticket allocations when necessary
• Ensure all ticketing & retail activity, inclusive of customer service and matchday delivery, is conducted in line with the Club’s brand strategy and values where the supporter remains at the heart of each and every activity
• Provide cover within administration departments when necessary, including reception
• Confidently handle all day-to-day retail transactions, including refund and exchanges
• Shop floor maintenance ensuring all areas are neat and topped up on a daily basis
• Fulfilling online orders and daily shipping
• Shirt customisation
• Stock management
• Manage supporter queries and customer service issues in a fair, timely and professional manner
• Escalate any issues that require immediate attention to their line manager