Post Title
Ticket Office Supervisor.

Department/Location
Ticket Office, the John Smith’s Stadium.

Reports To
Head of Ticketing.

Responsible For
Day to day supervision of the team of Ticket Office Assistants.

Purpose of the Role
To work with the Head of Ticketing to lead, motivate, and develop the Ticket Office team to deliver a first-class service to customers wishing to purchase season cards and/or tickets for HTAFC matches, both home and away. The post holder will also support the season card renewal process and associated communication.

Functional Links

Internal: Head of Ticketing.
Ticket Office Team.
Chief Revenue Officer.
Marketing Team
Supporter Services Team.
Finance Team
Senior Leadership Team.
Staff and managers throughout the Club and Foundation

External: Including, but not limited to:

Supporters.
Ticket Master.
Transport companies.
Finance companies.
Ticket Office and other staff from other football clubs.

Key Performance Indicators

• Outstanding customer service evidenced by ongoing anecdotal feedback, and feedback via surveys to supporters, and via other communication mechanisms.

• Season card and match by match ticket sales are in line with forecasts/budgets.

• Effective deployment and development of team members, in line with the staffing budget, and to meet customer demand.

Ticket Sales (Home and Away Tickets):

Reporting to the Head of Ticketing, the post holder will be required to:

• Assist with printing visiting supporters’ tickets for home matches, as required.
• Print and dispatch Directors’ Box tickets for away matches.

• Set up home and away fixtures in the ticketing system.

• Set up Cup fixtures in the ticketing system.

• Produce ticket maps.

• Contribute to ticket planning for away matches.

• Monitor the Ticket Exchange.

• Ensure team members are proactively engaged in outbound calls to supporters, to maximise ticket sales.

• Undertake website housekeeping as required and liaise with Ticket Master on any updated information.

• Maintain up-to-date customer records, and work with the Disability Liaison Officer in relation to disabled supporters and their requirements for access and accompaniment, to facilitate removing any barriers to booking match day tickets online and through other means.

Match Day Preparation

• Test the scanners on a regular basis.

• Provide information to the Marketing and Communications teams for the website and match day programmes.

• Manage duplicates and collections of tickets for away fixtures.

Department Management

• Deputise for the Head of Ticketing as required.

• Develop staff rotas to ensure appropriate staffing levels for the Ticket Office across the department’s opening/trading hours.

• Contribute to developing team members, including setting appropriate objectives and conducting Performance Development Plan reviews.

• Manage annual leave requests to ensure the department is always appropriately covered.

• Complete the banking and associated reconciliations and liaise with the Finance department as necessary.

Other

• Respond to emails and other messages/enquiries, including complaints, in a timely manner.

• Set up external events in the ticketing system as required.
• Monitor the website ‘out of hours’.

• Assist with managing the Ticket Office/General Help Twitter account, as required.

This job description is not intended to be exhaustive, and the post holder will be required to undertake any other duties as required by the Head of Ticketing, the Chief Revenue Officer, and/or any other Senior Leader.

Behaviour/Conduct

The post holder will be required to:

· Be proactive with workload and interventions.

· Seek to continually develop their skills and knowledge.

· Adopt an organised and structured approach to fulfilling the duties and responsibilities of the role.

· Communicate appropriately at all levels.

· Be flexible to fit the development and growth of the organisation.

· Be flexible in hours of work.

· Be trustworthy and adhere to the Club’s Code of Conduct and Ethics.

· Adhere to protocol and respect confidentiality in all matters, also protecting any data relating to the area of work in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR) 2018.

· Consistently demonstrate high standards of behaviour and appearance and encourage the same from others.

· Demonstrate a commitment to safeguarding and promoting the welfare of children and young people.

· Respect others and behave in an inclusive and non-discriminatory manner, taking account of all protected characteristics, as specified in the Equality Act 2010.