Job description

As part of the Ticketing team, you will play a key role in delivering world-class ticketing delivery to over 500k Guests of The Championships. As one of seven Ticketing Executives within the team, you will oversee ticket allocations for our various Guest groups, ensuring that all our Guests have a seamless ticketing journey. Our values (Heritage, Integrity, Respect, and Excellence) are central to everything we do and will guide you in creating a memorable and positive experience for every Guest.

KEY RESPONSIBILITIES

Ticketing Systems & Processes

Oversee ticket allocations for specific Guest groups, communicating with these groups in a timely and professional manner.
Use bespoke ticketing system to manage ticket enquiries, allocate and distribute tickets.
Use relevant software to provide effective updates regarding specific Guest group, ensuring that data for these Guest groups is managed effectively and in line with GDPR protocols.
Work closely with the finance department to ensure accurate reconciliation of tickets.

Ticketing Operational & System Support

Support with the troubleshooting of ticketing system and hardware setup prior to and during The Championships.
Follow established processes to support with the delivery of all aspects of the ticketing operation for The Championships.

Guest Support

Respond to high volumes of ticket enquiries from Guests through a source of channels, including phones and Zendesk. Uphold the excellent levels of customer service in place and provide high quality, accurate interactions.
Maintain high level of accuracy when dealing with peaks in productivity.
Build effective relationships with Guests, upholding the policies of our terms and conditions consistently, and maintaining ticket integrity.

Event Support (During The Championships)

Manage and supervise temporary Championships staff at Ticket Resolution Points, situated at various points around the Grounds.
Service the public with face-to-face ticket-related enquiries, including customer resolution, printing tickets and ticket integrity.
Contact and interview customers involved in unauthorised ticket transfers, including tickets advertised, for sale or transfer, on the internet.

CANDIDATE REQUIREMENTS

Essential

A minimum of 2 years’ experience with ticketing systems or similar bespoke software
Experience dealing with complex ticketing enquiries
Excellent written and verbal communication
Strong attention to detail with meticulous accuracy
A flexible approach with the ability to remain calm under pressure
Competent user of Microsoft Office suite
Ability to build effective working relationships with internal and external stakeholders
Ability to work independently, managing fluctuating levels of workload with a positive, can-do attitude
Use own initiative to identify any problems and take active steps for a resolution

Desirable

Previous experience working at large sports events
Previous experience using SecuTix and Zendesk
Proven track record in customer service – the ability to investigate queries/complaints and the confidence to deal with these in an independent, timely fashion

About us

The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Wimbledon Lawn Tennis Championships, widely regarded as the world’s premier tennis tournament and are home to one of the world’s most prestigious tennis clubs.
The Ticket Office issues and accounts for over 500k tickets every year for the four ticketed Show Courts and The Queue (via which many thousands of Grounds Passes are sold). It administers all aspects of the Public Ballot and a wide variety of other allocations; it prepares and supplies tickets in bulk to a range of third parties, for instance the Lawn Tennis Association (LTA) and Official Suppliers.

Additional Information

Candidates must be able to work extended hours during peak periods, including evenings and weekends.
This role is based at the AELTC, where you are required to work a minimum of 3 days from the office. This will extend to being in the office full-time during our peak periods.
Working hours are Monday to Friday 9:00 – 17:00, with a one-hour lunch break. In the lead-up to and during Championships, extended working hours will be required.