JOB TITLE: Customer Service Manager.
REPORTS TO: Operations Manager.
LOCATION: Wembley.
JOB TYPE: Full-time.
ABOUT KX TICKETS:
KX Tickets, established in 2016, specializes in providing bespoke ticketing solutions for a range of theatrical productions in London. We operate with a commitment to high standards of customer service, and are a member of STAR. We support both iconic and innovative performances at venues like London County Hall, Troubadour Theatres, Menier Chocolate Factory and more.
ROLE SUMMARY:
As a Customer Service Manager, you will lead our customer service team, ensuring that our standards of service excellence are maintained and enhanced. You will manage our in-person and online customer interactions, providing leadership and support to a team dedicated to offering an outstanding customer experience from ticket purchase to show completion.
KEY RESPONSIBILITIES:
* Lead on the recruitment, management & appraisal of the Box Office Assistants in liaison with the Operations Manager.
* To provide ongoing training on the use of the ticketing system and to devise, distribute and maintain system documentation in order to support business processes, policies and procedures.
* Develop and implement customer service policies and procedures where necessary.
* Ensure all staff are compliant with PCI DSS & Data Protection requirements & the Information Security Policy.
* Manage daily operations of the customer service department.
* Handle complex customer service issues and escalations.
* Monitor and analyze customer service performance metrics.
* Work closely with other departments to integrate customer service initiatives.
* Manage the staff rota, ensuring optimal staffing levels at all times to meet operational needs and maintain high levels of customer service.
* Oversee shift scheduling, vacation, and time-off requests, ensuring they align with staff availability and operational requirements.
* Ensure the weekly payroll is submitted & within any agreed contras & budgets.
CUSTOMERS, ACCESS & EDUCATION:
* Maintain high standards of Box Office customer service delivery at all times & contribute to the ongoing auditing of the ‘audience experience’
* Ensure all customer feedback is audited centrally through the KX Tickets Management team (including feedback via 3rd party agents).
* Arrange for staff training and development days
HEALTH & SAFETY:
* Contribute to a positive H&S culture throughout all activities & duties.
* Ensure all duties are conducted in accordance with H&S policies & systems of working, reporting any breaches to venue management.
GENERAL:
* Undertaking other duties as reasonably required
PERSONAL SPECIFICATION
REQUIRED:
* Proven experience as a Customer Service Manager or similar leadership role.
* Strong understanding of customer service software, databases, and tools.
* Excellent communication skills with a customer-oriented approach.
* Problem-solving and decision-making skills.
* Ability to lead and motivate a team.
* Experience in handling customer queries and complaints in a ticketing environment preferred.
* Understanding of Data Protection & PCI DSS Compliance good practice
* Significant experience of ticketing systems, preferably Nliven and Ticketure
* Experience & knowledge of delivering accessible services
* An organised, flexible approach to day to day responsibilities
* A creative and resourceful approach to problem solving
* Collaborative & communicative in all activity
* A confident, friendly and professional manner.
* Demonstrable ability to prioritise effectively and remain calm under pressure.
Previous Box Office experience.
* Previous supervisory experience.
* Previous experience within a theatre or arts venue.
DESIRABLE:
* Nliven ticketing system or similar programs
* Understanding of Employment Law best practice
* Valid First Aid qualification
* Interest in theatre & the arts
TERMS:
* Reports to: Operations Manager
* Full time
* Variable shift pattern Monday to Friday with evening, weekend & Bank Holiday working as required
* 8 weeks notice period
* Salary £37,315 (£17.94 ph).
To apply please send a cover letter and your CV to jobs@kxtickets.com