Ticketing & Supporter Services Executive

Saracens; Chipping Barnet; On-site; GBP 19,000 - 32,000; Full time

Job summary

Saracens Football Club is hiring a Ticketing & Supporter Services Executive to join the ticketing team at StoneX Stadium. You will provide administration and customer service for men's and women’s rugby, netball, camps and events, handling supporter inquiries and bookings with Ticketmaster Sport XR and Zendesk.

You will support memberships, match sales and seasonal products, ensuring a smooth purchase process and maximising sales opportunities across Ticketing, Hospitality and Retail.

Qualifications

• Experience in ticketing or customer service environments.
• Strong written and verbal communication.
• Ability to use computer systems and manage enquiries.

Responsibilities

• Fulfil all aspects of ticket sales and refunds via the ticketing system.
• Maintain service standards and respond to supporter queries.
• Liaise with internal teams (Finance, Marketing, Shop) as required.
• Assist with event management on the ticketing system as needed.
• Follow defined processes and support match-day operations.

Skills

Organisational skills

Multi-tasking

Customer service

Communication skills

Relationship building

Tools

Ticketmaster

Zendesk

Job description

We're looking for a Ticketing & Supporter Services Executive to join the Saracens ticketing team. In this role, you will provide all-round administration and customer service to help the Supporter Services department run smoothly, covering men's and women’s rugby, netball, sports camps, and other activities and events. As part of the team, you will play a key role in ensuring all supporter services requests and enquiries are handled appropriately.

The successful candidate will support the operation of the ticketing department from memberships, individual match sales and seasonal products, to any other event taking place at StoneX Stadium, using the ticketing system (currently Ticketmaster Sport XR) and service management tool (currently Zendesk) to manage bookings and requests for supporters, and deal with any queries or concerns.

You will support the Club’s objective of creating a smooth purchase process for our supporters and grow the Club’s fan base by maximising sales opportunities through all commercial areas of the business, including Ticketing, Hospitality and Retail. You will have a proven track record of providing service excellence in a customer-facing role requiring the use of a computer system, as well as excellent communication, administrative and organisational skills.

Ticketing - Working as part of the Ticketing team to

• Fulfil all aspects of ticket sales and refunds to be processed, which may include match day tickets, season tickets and any other events. Process ticket sales through our ticketing software and investigate anomalies.
• Fulfil the sales/ticketing strategy whilst adhering to all Saracens policies
• Deal with accessibility requests
• Liaise with internal teams as required, e.g. Finance, marketing, shop
• Liaise with external suppliers as required, e.g. ticketing system provider, marketing agency, website provider, ticket financing provider, rewards partner and using any tools provided by those suppliers to deal with queries
• Deal with problems and challenges in a fast, effective, fair and logical manner
• Assist the Ticketing Manager with event management on the ticketing system, as required
• Follow all defined processes
• Ticket office - prepare for, set up and deal with matchday ticket sales, collections and queries in the ticket office
• Respond to customer queries effectively, highlighting and escalating concerns as necessary.

Other:

• Demonstrate best working practices in all duties and comply with company policies and procedures
• Deal with any projects as and when required (e.g. memberships/tours/birthdays/signings/charity requests / other special requests etc), liaising with other departments as necessary.

This is a full-time position, based at StoneX Stadium. The role requires the post holder to work on all Men’s match days and potentially some Women’s games, with time given back in lieu.

Skills

• Have strong organisation and planning ability
• Able to multi-task and manage workload effectively
• Knowledge of ticketing software (Ticketmaster desirable)
• Knowledge of Zendesk or other similar service management tool
• Excellent ability to build stakeholder relationships both internally and externally
• Strong communication skills, both verbal and written.

Experience

• You have experience of working within a ticketing and/or customer service environment
• You have excellent written and verbal communication skills (attention to detail is essential)
• Experience of working with CRM systems

Salary: Up to £32,000 pa