Ticket Office Manager

Breath HR; Peterborough; Remote; GBP 30,000 - 44,000; Full time

Job summary

Peterborough United Football Club is seeking a proactive Ticket Office Manager to lead the day-to-day running of the ticket office at Weston Homes Stadium, ensuring a supporter-first service across all sales channels.

You will manage a team of matchday and casual staff, oversee season ticket and membership sales, and coordinate ticketing for league and cup fixtures, while working standard hours plus evenings and weekends during peak on-sale periods.

Qualifications

• Proven experience of leading, managing and developing a customer-facing team.
• Experience of running a high-volume ticketing or sales operation in football, sport or live events.
• Strong working knowledge of ticketing and/or access control systems.
• Excellent customer service and communication skills, in person, on the telephone and in writing.
• Experience in an EFL club ticket office and knowledge of EFL and FA ticketing regulations (desirable).
• Experience of TicketMaster, or digital ticketing, season ticket renewals and away allocations (desirable).

Responsibilities

• Lead, develop, motivate and line manage the Ticket Office team.
• Manage day-to-day Ticket Office operations across counter, telephone, email and online sales.
• Oversee season ticket and membership sales and renewals.
• Plan ticketing for League, FA Cup, EFL Cup, EFL Trophy, friendly and non-football events; manage rotas and stock.
• Be the main ticketing contact for internal departments.
• Be the ticket office point of contact for the Disabled Supporters Association.
• Act as senior escalation point for supporter enquiries and complaints.
• Work with Marketing and Communications to ensure ticketing information is clear and consistent.
• Use supporter feedback to improve processes and service.

Skills

Team leadership

Customer service

Ticketing systems

Communication

Attention to detail

Tools

TicketMaster

Ticketing software

Job description

Weston Homes Stadium (office based role)

Vacancy listed14/10/2026

Details

• Salary - competitive
• Contract – Permanent
• Location – Weston Homes Stadium
• CLOSE DATE: 28th October 26. Please note, we may close the vacancy early where we receive significant numbers of applications.

We are currently seeking a Ticket Office Manager. This is a unique opportunity to be part of an incredible sporting environment and team.

About the Role

Reporting to the Head of Ticketing and Supporter Engagement this role will lead and manage the day to day running of the Peterborough United Ticket Office, delivering an efficient, accurate and supporter-first ticketing service across home and away fixtures, season tickets, memberships and stadium events.

The role oversees ticketing systems, sales reconciliation and reporting, and acts as the main point of contact for day to day ticketing requirements across the club.

The role requires availability 9am - 5pm Monday to Friday and all home fixtures, evening and weekend working and peak on-sale periods.

Sales and Customer Service

• Lead, develop, motivate and line manage the Ticket Office team, including matchday and casual staff, setting high standards of customer service and professionalism.
• Manage the day to day running of the Ticket Office, including counter, telephone, email and online sales and matchday collection points.
• Oversee season ticket and membership sales and renewals, matchday sales and internal ticket requests.
• Liaise with visiting clubs on away supporter allocations and manage PUFC’s own allocations for away fixtures and cup ties.
• Plan ticketing for League, FA Cup, EFL Cup, EFL Trophy, friendly and non-football events, making sure rotas, stock and workload is managed, and the office is ready for sale dates and fixtures.
• Build a positive, well-informed team where everyone understands their responsibilities and feels supported.
• Be the main ticketing contact for internal departments, including Commercial, Hospitality, Safety & Operations, Football Administration, HR and Finance.
• Be the ticket office point of contact for the Disabled Supporters Association, processing and maintaining the administration and requirements for disabled supporters and their matchday needs.
• Act as the senior escalation point for supporter enquiries and complaints, resolving complex or sensitive cases fairly and in line with club policy.
• Work with Marketing and Communications so ticketing information, deadlines and policies reach supporters clearly and consistently.
• Use supporter feedback to improve processes, communication and the overall ticketing experience.

Systems

• Act as a lead user of the club’s ticketing and access control systems, managing fixture set-up, seat maps, price bands and allocations.
• Work with system providers on developments, faults and staff training, and identify opportunities to improve ticketing policies and procedures.
• Monitor sales, attendance and demand, producing regular reports and insight for the Head of Ticketing & Supporter Services.
• Work with the Finance team on refunds, invoicing, reconciliation and record keeping.

Other responsibilities

• Be aware of the PUFC policies, procedures & best practise so that concerns of non-compliance can be raised at all times e.g. Safeguarding, Inclusion, Diversity
• Ensure PUFC upholds current legislation, in particular, in relation to equality, health and safety and safeguarding.
• Work within the company processes (HR, Finance, Training, Operations and Marketing Team). Seek advice & guidance if required ensuring employees and processes work seamlessly together
• To adhere to existing working practices, methods, procedures, undertake relevant training and development activities and to respond positively to new and alternative systems.
• To maintain confidentiality and observe data protection and associated guidelines where appropriate.
• To uphold the values of Peterborough United Football Club (PUFC) and not tolerate offensive, discriminatory or intimidating language or behaviour.
• To ensure PUFC provides a level playing field for all its fans, players and guests.
• Promote an inclusive environment within the club for colleagues, supporters and visitors, championing a zero-tolerance approach to bullying, harassment and victimisation within PUFC
• Promote EFL and FA regulations and ensure compliance with these.

In addition to these responsibilities carry out such duties as may reasonably be required. The above duties are a guide to the nature of the work required & are not intended to reflect all tasks associated within the role.

About You

Experience & Qualifications

• Proven experience of leading, managing and developing a customer-facing team
• Experience of running a high-volume ticketing or sales operation in football, sport or live events
• Strong working knowledge of ticketing and/or access control systems, with the ability to learn new systems quickly
• Excellent customer service and communication skills, in person, on the telephone and in writing
• Experience in an EFL club ticket office and knowledge of EFL and FA ticketing regulations (desirable)
• Experience of TicketMaster, or digital ticketing, season ticket renewals and away allocations (desirable)

Skills and personal attributes

• Calm, decisive manager who makes sound decisions under pressure, including on live matchdays
• Excellent organisational skills, with a high level of accuracy and attention to detail
• Proactive problem solver who takes ownership of issues through to resolution and looks for ways to improve processes and service
• Ability to build strong working relationships across the club and with external partners
• Good IT skills, including MS Office (particularly Excel) and Teams
• High level of integrity and discretion.
• Well-presented, professional and committed to a supporter-first approach