JOB TITLE: Ticketing Administrator

DEPARTMENT: Ticketing

JOB FUNCTION: To ensure all supporter enquiries are answered accurately, professionally and in a timely manner, including telephone and email enquiries; supporting directly with seasonal stadium ticket sales for both home and away matches

LOCATION: Stamford Bridge

CONTRACT: Permanent – Full Time

PLAY YOUR PART (Main Responsibilities):

Answer all enquiries received via telephone, email, in person or by post in an efficient and professional manner
Data entry to be precise at all times
Ability to sell products both reactively and pro-actively
Show excellent supporter service skills and professionalism
Point of knowledge to all supporters for the business
To work to deadlines and targets both as a team and an individual
Promote equal opportunities
Processing and fulfilment of season tickets, memberships and match tickets
Adhere to departmental policies and procedures
To support the Disability & Supporters Club team as and when required

DO THE RIGHT THING (Our Expectations):

To demonstrate and live by the club’s values; Here to Win, Be Brave, Do the Right Thing, Play Your Part, Many Teams, One Club and Proud to Be Chelsea
To adhere to the club’s policies and procedures, including Health & Safety, Financial Authorisation, Confidentiality and GDPR.
To act as an ambassador for diversity, equality, and inclusion, and demonstrate a positive commitment by treating others fairly in line with our Equality, Diversity & Inclusion Policy and reporting any acts of discrimination through appropriate channels
To create a safe environment and act to protect all young people and vulnerable adults that are either in your care or attending club premises, and report any concerns to the Safeguarding Lead
To report any misconduct or suspected misconduct to the HR Department

HERE TO WIN (Measures of Performance):

Data entry to be precise and have excellent attention to detail
Maintain excellent supporter satisfaction
Meet seasonal departmental and personal targets & deadlines
Excellent supporter service skills over telephone, on email and in person
Organised with an ability to prioritise workload
Ability to work towards deadlines and targets

PROUD TO BE CHELSEA (Person Specification):

Experience:

Experience in Microsoft Office and data entry
Experience in actively listening to understand supporter concerns and how best to respond to them
An awareness of matters of equality and inclusion At least six months experience in a supporter handling role in a pressurised sporting environment
Experience with working in a ticket office
Experience of equality and inclusion issues

Skills and Behaviours:

Excellent written and oral communication skills
Excellent telephone manner when speaking and interacting with supporters
Excellent organisational skills with an ability to prioritise work loads
Excellent supporter service skills in written, oral and face to face situations
Flexibility to work shifts and match days.
A can-do attitude to both routine and ad hoc work loads

Chelsea FC and the Foundation is fully committed to ensuring the safety and well-being of all children, young people and adults at risk (vulnerable groups). We therefore require all successful applicants to complete a DBS Check prior to starting employment. Depending on the role, successful applicants may also be required to undergo other child protection screening where appropriate.

This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the Club.