Department: Ticketing & Retail Term: Permanent Full Time Location: St. Andrew’s Stadium, Birmingham, B9 4RL Salary: Competitive Hours of Work: Hours are set to meet the needs of the business but are a minimum of 37.5 hours per week. Application closing date: 29/12/2021 We have an exciting opportunity for 2 permanent roles as Sales Assistants in our busy Ticket Office. Duties will entail: Meeting targets, cold calling, and business development; Account manager service for fans and group organisations; Assisting the Ticketing Manager with the planning of events on the day, delivering an unforgettable experience and then re-booking for another game; Taking inbound calls and maximizing business with existing supporters including the selling of tickets and matchday experiences; Working closely with the Consumer Sales Executive and develop new business by regularly pitching new prospects through stadium tours, external appointments, and phone prospecting; Managing all personal accounts and provide the highest level of customer service throughout the season; Developing new sales initiatives; Assisting in the club's delivery of Digital Ticketing to all supporters; Fulfilling all online ticket sales; Ensuring all ticket office emails are replied to within the correct time frame; Assisting with the daily banking of the ticketing department; Striving to improve operation at the Club in terms of service offered to the Club’s customers and the maximization of sales; Providing a consistent and high standard in sales service delivery and system usage; Reviewing and developing alternative communication methods with customers, including effective use of the club’s social media tools; Ensuring the club's Ticketing and Retail software is used correctly and accurately; Bringing any problems and issues to the attention of the Ticketing Manager; Liaising with the Customer Services Manager to prevent customer complaints from all sides of the business; Achieving an increase in Customer compliments and positive comments and a reduction in complaints regarding the Ticketing & Retail operations; Adhering to Data Protection Laws at all times; Updating and cleansing customer data to ensure the Club's CRM database is accurate; Representing the Employer, Birmingham City FC in a professional manner; Setting clear and attainable objectives with the team; Presence at all home match-days and covering non-home Saturday match-days; Switching to window based customer interaction during matchdays or events; Other duties as required. PERSON SPECIFICATION Qualifications Essential Requirements: A good general standard of education Desirable Requirements: GCSE (or equivalent) at grade C or above in both Maths and English Certificated training in Retail and/or Sales or qualified by experience Skills & Abilities Essential Requirements: Ability to work on own initiative and as part of a team A strong commitment to excellent customer service The ability to work under pressure and handle challenging situations The ability to sell and up-sell tickets and retail merchandise Experience of dealing with customer enquiries in person and by telephone High level of customer care standards Working knowledge of stock control management Decision-making ability and a sense of responsibility An understanding of retail laws, security, and health and safety Strong organisational and numeracy skills Good communication skills including written and oral skills Cash handling skills, cashing up and till reconciliation skills are essential Desirable Requirements: Merchandising skills Ability to speak language/s other than English would be useful Personal Qualities Good judgment and attention to detail Highly organised and uses initiative Confident, enthusiastic, and approachable with a positive outlook and drive Dependable, trustworthy, and reliable Applicants must be eligible to live and work in the UK. This role is regarded as a ‘Regulated Activity’ and is therefore subject to an Enhanced DBS check. Birmingham City FC is an equal opportunities and Disability Confident employer.