Client Services Manager - Event Ticketing

About Ticketebo

Since 2013, Ticketebo has been helping event organisers across the UK and Australia deliver successful events through our fully managed online and on\-site ticketing solutions.

We're a small, ambitious and growing team, combining smart technology with genuinely hands\-on customer service. We support a huge variety of events and pride ourselves on providing a level of personal service that can be difficult to find with larger ticketing platforms.

Sustainability is also at the heart of how we operate. Ticketebo is a Certified B Corp and Certified Carbon Neutral business, and through our Trees for Change programme, paperless ticketing helps support tree planting and environmental restoration. (We have planted over 400,000 trees!)

We're friendly, fast\-moving and always looking for ways to improve what we do.

The Role

We're looking for a brilliant Client Services Manager to help ensure our event organisers and their customers receive an exceptional level of service.

This is a varied and hands\-on position. One minute you could be helping an organiser prepare their event for sale, the next you might be resolving a customer query, coordinating event equipment, planning weekend support or helping your team prioritise a busy workload.

You don't necessarily need to have worked as a Client Services Manager before. This could be a great opportunity for an experienced customer service, client services, events or operations professional who is ready to take the next step in their career and develop their management experience.

You'll need to be highly organised, great with people, comfortable with technology and someone who genuinely enjoys finding solutions and getting things done.

What You'll Be Doing

Client Services

· Provide excellent day\-to\-day support to our event organisers throughout their event lifecycle.

· Communicate proactively with organisers during event setup, ticket sales, pre\-event planning, event day and post\-event activity.

· Build attractive, accurate and professional event ticketing pages using the Ticketebo platform.

· Help organisers understand and make the best use of Ticketebo's products and services.

· Work closely with our Account Manager and Sales team to ensure smooth onboarding and consistently high levels of service.

· Support ticket buyers with enquiries by phone, email, live chat and social media.

· Manage customer service processes including ticket changes, reissues, refunds, event date changes and cancellations.

Team \& Service Delivery

· Lead and support our Client Services team, helping manage workloads, priorities and service standards.

· Help ensure work is completed accurately, professionally and on time.

· Plan and coordinate weekend Client Services cover during busy event periods.

· Support and develop other members of the team.

· Help maintain and improve internal processes and ways of working.

Previous management experience would be useful, but it is not essential. We are more interested in finding someone with the right attitude, organisational skills and ability to support and lead others.

Event Operations

· Help plan staffing requirements for events supported by Ticketebo.

· Coordinate event staffing rotas and ensure the right people are in the right place at the right time.

· Manage our device hire calendar and help ensure equipment is prepared, tested, dispatched and returned correctly.

· Provide occasional on\-site support at events.

· Help ensure event organisers are properly prepared for event day.

Projects \& Improvements

· Contribute to new projects and improvements across the business.

· Help test improvements and new functionality on our ticketing platform and report any issues or bugs.

· Work with colleagues to improve existing products, services, processes and customer experiences.

· Work with our Marketing team to support occasional marketing activity and social media content.

About You

We're looking for someone who:

· Has experience in customer service, client services, events, operations or a similar environment.

· Is ready to take on more responsibility and potentially move into their first management role.

· Is highly organised and able to manage several priorities at the same time.

· Has excellent attention to detail.

· Communicates confidently and professionally by phone, email and live chat.

· Enjoys helping customers and solving problems.

· Remains calm and organised when things get busy.

· Is comfortable working to deadlines.

· Is confident using technology and able to learn new software quickly.

· Takes pride in producing accurate, high\-quality work.

· Is proactive and happy to use their own initiative.

· Works well as part of a small team.

· Is comfortable occasionally working weekends as part of a planned rota.

· Has a good working knowledge of Microsoft Office.

Experience in events or ticketing would be useful, but it is not essential.

Weekend \& Bank Holiday Working

As an events business, some weekend and Bank Holiday working is required, with the amount of cover varying throughout the year and increasing during our busier event periods.

Weekend work is typically a mixture of:

· providing normal Client Services support, including answering phones, emails and live chat; and

· occasional on\-site support at events.

Weekend cover is planned in advance through a rota wherever possible.

Additional weekend and Bank Holiday hours are compensated either through additional pay or Time Off in Lieu (TOIL):

· Saturday: normal hourly rate

· Sunday: 1\.5 x normal hourly rate

· Bank Holidays: 2 x normal hourly rate

We may also operate standby arrangements for quieter weekends.

What We Offer

· £28,000\-£30,000 salary, depending on experience.

· 23 days' annual leave plus Bank Holidays.

· Company pension.

· Enhanced pay or TOIL for Sunday and Bank Holiday working.

· A genuine opportunity to develop your management experience.

· A varied role where no two days are quite the same.

· Exposure to a wide variety of events across the UK.

· The opportunity to work within a growing UK and Australian business.

· A small, friendly and ambitious team.

· Regular team socials and celebrations.

· The opportunity to genuinely influence how we improve and grow our Client Services operation.

Why Join Ticketebo?

If you enjoy helping customers, love being organised and like working in an environment where you can make a genuine difference, this could be a great next step.

You'll be working behind the scenes in the fast\-paced world of events, where plans can change, deadlines can be tight and occasionally things don't go quite as expected.

That's where you come in.

Your calm, organised and customer\-focused approach will help ensure our event organisers receive the excellent service Ticketebo is known for.

If this sounds like you, we'd love to hear from you.

Pay: £28,000\.00\-£30,000\.00 per year

Benefits:

• Casual dress


• Company events


• Company pension


• Free parking


• On\-site parking

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