Summary
If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you. Apply today!
Wage
£23,483.20 a year
£451.92 per week £11.29 per hour
Training course
Customer service practitioner (level 2)
Hours
40 hours per week, Shifts to be confirmed
40 hours a week
Possible start date
Monday 10 March
Duration
1 year
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
The client account apprentice will offer support – administrative, client relationship and operational – to the Client Account Management (CAM) across all genres (Theatre & Arts, Music, and Sports & Special Events), whilst learning and promoting the highest standards of customer service.
Ticketmaster UK Limited, part of Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce, and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.
WHAT YOU WILL BE DOING:
·To support the CAM team in monitoring and controlling available ticket inventory.
·To ensure that all event related information is communicated speedily and accurately in a way that ensures that the information is clearly received and easily understood by all relevant parties (internal and external).
·To develop and maintain a working understand of the ticketing industry, with an operational focus on reporting figures to clients, printing and processing tickets, and generating final markbacks.
·To report all client service-related issues to the CAM team whilst ensuring that a high standard of client care is maintained at all times.
·To respond in an efficient and courteous manner to client requests whilst adhering to all service level agreements (internal and external).
·To develop and maintain effective teamwork within the department, across genres and between the various departments and premises of the Company.
·To assist the CAM team to ensure that all info pages event related information is accurate, up to date & accessible across all sales channels e.g. Contact Centre and Internet prior to on-sale and during the life cycle of each event.
·To attend event day box offices (venue based and ‘green field’ sites) as directed by the Client Services Managers.
·To develop a working knowledge of ticketing system software.
·To assist with, and contribute to, the day-to-day administration of the Client Account Management team under the guidance of the Client Services Managers, Theatre & Arts / Music/ Sports.
·To comply with all Company policies as directed by the Human Resources Manager to include, but not limited to, the Company’s Health and Safety Policy
·To ensure that a clean, tidy, safe and secure working environment is maintained at all times
·To ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs.
·To undertake any other relevant duties which fall under the general scope of this role as directed by your immediate Line Manager or a Director of the Company, with an emphasis on learning and developing ticketing skills.
To become an apprentice, you must:
Be 16 or over
Not already be in full-time education
You can start an apprenticeship whether you’re starting your career, want a change or you're upskilling in your current job. You can have a previous qualification like a degree and still start an apprenticeship.
Where you’ll work
Sevendale House
7 Dale Street
Manchester
M1 1JA
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
INSPIRO LEARNING LIMITED
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Requirements
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience
Other requirements
YOU (BEHAVIOURAL REQUIREMENTS AND LINK TO TICKETMASTER PRINCIPLES) • A highly motivated and conscientious individual • Excellent communication, inter-personal skills • A pro-active nature to include a flexible approach to hours of work and location of duties • Ability to work within a team • Excellent time management skills • A calm, patient and professional manner • Good organisational skills, with a high level of attention to detail. TICKETMASTER VALUES Reliability – We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen. Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team. Integrity – We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent. Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.