Customer Service Operative (Temporary)

Bristol Sport; West of England; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Company pension

Cycle to work scheme

On-site parking

Job summary

Bristol Sport is seeking a Customer Service Executive to support supporters across channels, handling ticketing sales and enquiries with a focus on delivering a first-class experience. You will work from the Ticket Office on matchdays, processing tickets and supporting club fans across Bristol City, Bristol Bears and Bristol Flyers.

On event days you will be the face of Bristol Sport, offering professional assistance, refunds and ticketing support while collaborating with Groups and Ticket

Qualifications

• Experience in customer service roles.
• Ability to handle enquiries by phone and email.
• Familiarity with ticketing systems and CRM tools.
• Ability to provide front-facing support on event days.

Responsibilities

• Process match ticket requests for Bristol City, Bristol Bears and Bristol Flyers supporters via phone, CRM and in person.
• Promote and process Season Ticket and Membership sales in the ticketing system.
• Respond to supporter enquiries by email within agreed timescales.
• Assist with internal ticketing tasks, printing and distributing tickets and Season Tickets.
• Provide face-to-face ticketing and customer service support on matchdays from the Ticket Office.
• Develop knowledge of ticketing systems to assist with setup and inventory management for home and away matches.
• Support other Supporter Services colleagues with ticketing system tasks.

Skills

Customer service

Ticketing sales

CRM systems

Face-to-face service

Tools

Nimbus

Fortress

CRM

Job description

Ashton Gate Stadium is a unique sports and entertainment business with the core aim of providing integral support services to ensure the sustainability of Stephen Lansdown’s sporting group of companies which includes Bristol Sport, Bristol City, Bristol Bears, Bristol Flyers Basketball, and each of their respective community charities.

JOB PURPOSE

The Customer Service Executive plays a pivotal role within Bristol Sport’s Supporter Services team, acting as a primary point of contact for supporters and visitors across all channels. The role is responsible for managing and resolving enquiries efficiently and professionally, providing ticketing sales and support via phone and email, and delivering a first-class customer experience at every touchpoint. On event and matchdays, the Customer Service Executive represents the front face of Bristol Sport Group, working from the Ticket Office at the to welcome supporters, handle transactions, and resolve issues in a fast‑paced environment. The purpose of the role will also assist with supporter service requests from the clubs. The role will work closely with Groups and Ticket Operations functions of the Supporter Services team to enhance output for clubs and the supporters.

KEY RESPONSIBILITIES

• Process match ticket requests of sales and queries for Bristol City, Bristol Bears and Bristol Flyers supporters via phone, CRM and in person
• Promote and process Season Ticket and Membership sales via the ticketing system.
• Respond to supporter enquiries by email accurately and within agreed timescales
• Take part in wider Supporter Services tasks, involving process of internal tickets for the clubs within the Bristol Sport Group. Printing and distribution of tickets and Season Tickets.
• Take part in process of selling Ashton Gate Events and take on different roles for these events including matchday experience roles.
• Provide face‑to‑face ticketing and customer service support on matchdays from the Ticket Office
• Make outbound calls to supporters where appropriate, including sales and service follow‑ups.
• Develop knowledge of the ticketing system to help with the set up and inventory management of home and away matches.
• Develop knowledge of the Nimbus and Fortress system to help resolve Supporter queries and improve query resolution times.
• Develop strong working knowledge of Bristol Sport departments and build effective relationships that support the Supporter Services function of the organisation.
• Support other members of the Supporter Service teams with tasks on the ticketing system.
• Develop knowledge of the organisation and systems to support the targets of the business.

We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Safeguarding

We are committed to safeguarding the welfare of children and young people and expects all employees and workers to endorse this commitment.

• Company pension
• Cycle to work scheme
• On-site parking

Job Features

Job Category Ashton Gate