Job title: Ticketing & Customer Relationships Manager
Based at: Aintree & Haydock Park Racecourse
Contract type: Permanent
Hours: 37.5 hours per week
About the role
We have a fantastic opportunity for a Ticketing & Customer Relationships Manager to develop a best-in-class ticketing journey and smooth customer relations interactions. This role will be based across both Aintree and Haydock Park Racecourse.
About The Jockey Club
The Jockey Club stages thrilling sporting occasions and live events nationwide including The Grand National, The Cheltenham Festival and The Derby. Millions of people every year enjoy the special experiences we offer through racing, music, food and entertainment on racedays and beyond.
As the largest commercial group in British racing, we are guided by our mission to act for the long term good of the sport. Every penny we make goes back into racing to promote excellence within Britain’s second biggest spectator sport. Our people are what makes this possible.
At The Jockey Club, people are at the heart of what we do and drive our success. We are inclusive and actively seek to attract people with unique backgrounds and perspectives. Diverse, collaborative teams are pivotal to our success and support the potential and growth of all our people.
The Ticketing & Customer Relationship Manager will:
1. Manage all aspects of ticketing, including Access Control and Customer Relations.
2. Oversee ticket setup across the region and share information with stakeholders as part of the on-sale plan.
3. Handle customer requests and complaints about ticketing and general experiences promptly and effectively, ensuring they are logged, communicated, and resolved efficiently.
4. Oversee Regional Customer Relations Executives, ensuring tasks are assigned, completed efficiently, and regional workloads are managed effectively.
5. Develop a clear process for managing customer interactions, including tickets, general inquiries, and social media engagement.
6. Collaborate with the team to provide expert customer service.
About you
1. Previous experience in a customer-focused/event ticketing role.
2. Computer savvy with experience using Microsoft Word / Excel / Outlook.
3. Hyper-organised with outstanding attention to detail.
4. Proven multi-tasker confident within a busy office environment.
5. Effective communicator comfortable dealing with a wide range of stakeholders.
6. Proactive approach to work capable of working alone and as part of a team.
What we offer in return
1. All colleagues can go along to any of our race day or music events free of charge – along with 3 friends or family with our TeamPass Ticket scheme.
2. An award-winning pension scheme provider with a generous employer contribution.
3. A healthcare cash back plan enabling you to claim money back on health & wellbeing services.
4. 25 days annual leave.
5. Access to a suite of Learning & Development training resources from renowned providers.
6. A whole host of other benefits including free eyecare vouchers, a ride to work cycle scheme & discounts across varying retailers & services.
If you think you have everything we’re looking for and more, then we’d love to hear from you. Don’t hang around, our closing date for this vacancy is 20th January but we reserve the right to bring this forward if we have a high volume of applications.
This role may be subject to a criminal record check, standard or enhanced DBS check or BHA Suitability Check. By applying you confirm that you are happy for these checks to be carried out.
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