Ticket Office & Retail Assistant

Barnsley Football Club; Greater London; Hybrid; GBP 21,000 - 25,000; Full time

Job summary

Barnsley Football Club is seeking a proactive Ticket Office & Retail Assistant to be the day-to-day face of our ticketing and club store. You will support the Ticket Office & Retail Manager in delivering friendly, efficient service to supporters and visitors.

In this fast-paced role you will handle ticketing and retail transactions, online orders and inquiries, assist with administration, and contribute to our brand-led customer experience on matchdays and beyond.

Qualifications

• At least 2 years in a fast-paced sports, events or retail environment.
• Experience in supervising people and leading a small team.
• Experience with ticketing and retail software (Ticketmaster, Shopify).

Responsibilities

• Lead by example at the front-facing sales counter and call centre, delivering first-class customer service for tickets and retail merchandise.
• Liaise with other clubs to determine ticket allocations when necessary.
• Ensure all ticketing and retail activity aligns with the Club’s brand strategy and values, with supporters at heart.
• Provide cover in administrative areas, including reception.
• Confidently handle day-to-day retail transactions, refunds and exchanges.
• Maintain shop floor cleanliness and daily stock replenishment.
• Fulfil online orders and daily shipping.
• Handle shirt customization requests.
• Manage supporter queries and customer service issues professionally.
• Escalate issues to the line manager when immediate attention is required.

Skills

Customer service

Team leadership

Time management

Tools

Ticketmaster

Shopify

Job description

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
• 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

About The Candidate

• At least 2 years of experience in a role within a fast-paced sports, events or retail environment
• Managing or supervising people with a strong team and work ethic
• Experience of working with a range of ticketing software including Ticketmaster and retail software such as Shopify

Personal Attributes

• Self-motivated and ready to work as part of a dynamic team
• Ability to work under pressure and to tight deadlines
• Self-motivated
• Proactive, real “can do” attitude
• Strong team player with a collaborative working style
• Strong interpersonal, organisational and planning skills
• Flexible with working hours and days with a willingness to work outside normal working hours when required

About The Club

Leyton Orient is committed to safeguarding and promoting the welfare of children and adults at risk. We are committed to safer recruitment throughout the company. This role is subject to a DBS check. The Club is committed to ensuring everyone is respected, celebrated and empowered for who they are and welcomes applications from all suitably qualified persons regardless of protected characteristics. We are dedicated to ensuring our Club is inclusive and have equitable processes.