Ticketing and Sales Manager (Maternity Cover)

The Royal Household; St. James's; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A prestigious organization in Scotland is seeking a Ticketing and Sales Manager to lead the ticketing operations for iconic visitor experiences. The ideal candidate will have experience in a ticketing environment, proven management skills, and a strong focus on customer experience. You will oversee a high-performing team and work towards sales targets while ensuring exceptional service standards. This role includes a generous benefits package, including flexible working options.

Benefits

25 days annual leave, rising to 30 days

Non-contributory pension plan

Complimentary lunch on-site

Flexible and hybrid working options

Employee discounts at Royal Collection Trust Shops

Qualifications

• Experience working in a ticketing or contact centre environment is essential.
• Demonstrated ability to manage large teams in a busy customer service environment.
• Proven track record of setting and achieving sales targets with a customer focus.

Responsibilities

• Oversee the daily running of the Contact Centre and manage the team.
• Deliver sales and service targets by planning and monitoring activity.
• Use sales data to guide decisions and drive revenue.

Skills

Experience in ticketing or contact centre environment

Managing large teams

Setting and achieving sales targets

Excellent communication skills

Organised and able to manage varied workload

Tools

Microsoft Office

Reporting tools

Job description

About the role

It’s being trusted to lead a high-performing team.

And it’s helping to deliver one of the most iconic visitor experiences in the world. This is what makes working for Royal Collection Trust so unique.

The Royal Collection Trust is responsible for preserving and presenting one of the world's most significant art collections. We manage the public opening of official Royal residences, including Buckingham Palace, Windsor Castle and the Palace of Holyroodhouse, as well as a wide range of visitor services, exhibitions and retail operations.

As Ticketing and Sales Manager, you’ll play a key role in welcoming over 2.7 million visitors each year. You’ll make sure every visitor receives the highest standard of service, whether they are visiting as an individual, through a travel trade partner, a special interest or access group, or a school.

Your Ticketing and Admissions team will go beyond just facilitating operational access to our sites. You will be focussed on creating income opportunities by exceeding visitor expectations, anticipating barriers to ticketed access across all sales channels. You’ll create relationships with our visitors by analysing and handling customer data in line with our strategic aims. and helping to drive forward the ways that technology can improve the ticketing experience at our sites.

Key Responsibilities

• You’ll oversee the daily running of the Contact Centre and ticket counters, managing a team of Assistant Managers and Duty Managers.
• Working with the Head of Ticketing, you’ll help deliver sales and service targets by planning and monitoring activity across London sites.
• You’ll use sales and performance data to guide your decisions, drive revenue, and make continuous improvements to the visitor journey.
• You’ll lead on all aspects of staffing, from recruitment and training to rotas, payroll and performance management.
• You’ll manage day-to-day Contact Centre operations, including quality control of written responses, complaint handling, and duty management shifts.
• You'll also work closely with departments including Marketing, Digital Services and Visitor Services to make sure ticketing operations are efficient, consistent and aligned with the high standards we set for our sites.

About you

• You’ll have experience working in either a ticketing or contact centre environment.
• You’ve managed large teams in a busy customer service environment and know how to motivate people to deliver their best.
• You bring experience of setting and achieving sales targets, with a strong focus on customer experience.
• You’re organised, level-headed and able to manage a varied workload, even during peak periods.
• You have excellent communication skills and an eye for detail, especially when it comes to written responses and customer complaints.
• You’re confident using Microsoft Office and comfortable reading and interpreting data and using reporting tools.

Benefits

We know that to deliver our best work; we need to feel at our best. That’s why at the Royal Household we offer a generous benefits package designed to support your wellbeing and life priorities.

• Enjoy 25 days annual leave, rising to 30 days (plus bank holidays) dependent on the length of time you have worked for us.
• Our excellent non-contributory pension plan (we’ll contribute 15% and you can contribute more if you wish) is highly valued by our employees, as is complimentary lunch on-site to keep you fuelled throughout the day.
• Flexible and hybrid working varies across different roles, and we’ll discuss the options available to you that will suit both your job requirements and individual preferences.
• We also offer a range of leave options to support your life priorities, such as parental pay and leave and volunteering days, as well as benefits to support your physical and mental wellbeing.
• Other perks include 20% off at our Royal Collection Trust Shops and complimentary admission tickets across all our locations, along with many more exclusive employee discounts.