Ticketing and Membership Executive - Match Days

About the Role

This casual role sits within the wider Ticket Office team at Craven Cottage and has no guaranteed hours, with working hours varying according to business needs, match schedules and Club events. The post holder is the first line of contact for Fulham FC supporters, managing inbound enquiries across phone, email, online and in person channels. The Ticket Office team forms a critical part of the Club's sales structure, and the role supports the objective to make it easy for people to buy from Fulham FC by assisting with supporter queries, particularly on busy matchdays. The post holder will also deliver ticket and commercial product sales through Ticketmaster and provide assistance to the Head of Ticketing and Deputy Supporter Centre Manager with Ticket Office duties.

Key Responsibilities

• Manage inbound supporter enquiries across phone, email, online and in-person channels
• Deliver on the sale of commercial products relating to Fulham FC through the Club's ticketing system, Ticketmaster
• Provide service excellence when dealing with the Club's customers (supporters, staff) at all times, in a polite, courteous and professional manner
• Handle customer queries and complaints with a solution-driven and positive approach
• Process all ticket sales for Fulham FC products, away games and supporter travel, with daily reconciliation of all sales through the Ticketmaster system
• Update and maintain supporter database records to ensure data is accurately captured across the Ticketing System (Ticketmaster) and CRM System
• Work all home league matchdays, on evenings or weekends, and any other ad-hoc fixtures or events as required
• Provide assistance to the Head of Ticketing and Deputy Supporter Centre Manager with Ticket Office duties as required
• Carry out other tasks as required to assist in the efficient operation of the business, adhering to FFC company policies and maintaining confidentiality

Required Experience & Qualifications

• Customer service experience
• Good IT and technology systems understanding
• Competent with all Microsoft Office Products
• Ability to deal with the public with a focus on service excellence
• Able to work under pressure
• Ability to communicate with and relate to staff members at all levels
• Ability to work on own initiative / creative
• Respect for confidentiality
• Flexible attitude to work tasks
• Genuine commitment to provide high quality customer service
• Positive 'can do' approach
• Desire to learn with enthusiasm
• A good level of communication
• Availability to work evenings, weekends and all Fulham FC home league fixtures where required

Preferred Skills

• Previous experience with ticketing systems
• Experience in a sales role

Workplace

On-site at Craven Cottage

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