Assistant Ticket Office Manager

The Assistant Ticket Office Manager is the key to the smooth running of the Club's matchday and non-matchday ticketing operations, maintaining exceptional customer service to the Club's supporters by supervising existing staff, increasing ticket sales and maximising revenue.,

• Assist in the management of the day to day running of Nottingham Forest Football Club's chosen ticketing and access control systems, ensuring that they are both fully functional and operational at all times.


• Act as the de-facto Ticket Office Manager in his/her absence.


• Alongside the Ticket Office Manager, supervise the ticket office operation, with a focus on excellent standards of customer service and experience whether on or off-line at every touchpoint.


• Support in the management and mentoring of an in-house sales team with a strong focus on customer service delivery, pro-active upselling and cross-selling for other Nottingham Forest products/events.


• Contribute to the management of operational administrative tasks, not least the fulfilment of tickets, season cards and memberships.


• Assist in the delivery of a staff support structure which identifies and meets with the day to day training.


• Assist in the monitoring of staff performance, contributing to regular performance reviews.


• Delivering daily/weekly/matchday briefings to ensure that matchdays continue to run efficiently.


• Leading by example within the Club's front-facing sales counter and call centre by visibly delivering a first-class level of customer service to supporters purchasing tickets.


• Contribute to the full spectrum of face to face, telephone and administrative activities required to ensure that the ticketing function professionally and smoothly.


• Responding to customer enquiries and complaints with fair and honest assessment.


• Helping to prepare daily financial reports and banking schedules as required by the Club's Finance department, recognising, identifying and investigating any errors in daily sales and banking figures.


• Where required, liaising with other Clubs to determine ticket allocations, away reconciliations and preparation of home gate statements.


• Contributing to and adhering to the constant improvement of administrative tasks including banking, reporting and fulfilment functions.


• To ensure that a customer-focused culture is maintained ensuring the highest standards of service.


• To ensure that the company is ethically and professionally represented and that all company guidelines are adhered to, including upholding the Club's values and standards.


• Contribute to the achievement of monthly and annual sales targets for ticket sales.


• Ensure that all ticketing activity - inclusive of customer service and matchday delivery - is conducted in line with Nottingham Forest Football Club's brand strategy, where the supporter remains the heart of each and every activity.


• Confidence to liaise with core Club stakeholders in the delivery of management information and reporting functions, where necessary.


• Liaise with the Finance department for daily banking, reporting and matchday revenue/attendance analysis.


• Liaise with Communications and Marketing functions to ensure that all ticketing information is communicated clearly, accurately and in a timely manner. Liaising with the NFFC operations, safety, and security teams, ensuring that ticketing contributes to a safe and enjoyable event experience.


• 
  
  Prior sales experience working in sports or event ticketing


• Experience of working to deadlines, sales targets and KPIs


• Experienced in managing eternal agencies and technology providers aligned to Ticketing and Access Control operations; use of Ticketmaster Sport XR and TeamCard Access Control systems an advantage


• Confident and articulate communicator capable of inspiring strong collaboration


• Previous customer service experience in a fast-paced environment


• A proven problem solver with a keen and inquisitive eye


• Proven experience of managing people, with a strong team and work ethic


• A can do attitude who is prepared to challenge the status-quo and improve processes where necessary


• Well organised, able to prioritise and a keen eye for attention to detail


• Possess excellent IT skills, including experience of working with ticketing platforms


Our Commitment to Equality, Diversity & Inclusion

Nottingham Forest Football Club is a signatory of the FA's Football Leadership Diversity Code. We are committed to developing policies to promote equal opportunities and diversity within our workforce. To monitor our progress against these commitments, we require all applicants to provide accurate diversity data during the application process.

Our Commitment to Safeguarding

As part of the Club's commitment to safeguarding, the successful applicant may be required to undergo a Disclosure Barring Service ("DBS") check or an enhanced DBS check. The results of a DBS check will be considered on an individual basis, and the Club will act in a proportionate manner when deciding whether or not to proceed with the appointment.

An FA Enhanced DBS disclosure is required for all relevant new appointments to the Club. Individuals will be asked to declare any convictions, cautions or reprimands, warnings or bind-overs that may have been incurred. The Club reserves the right to carry out risk assessments where content has been disclosed on a DBS disclosure if it feels that it is relevant to the job requirements. Failure to satisfy the Club and the EFL's safeguarding requirements may lead to the job offer being withdrawn or, if they have already started employment, summary termination of the employment.


• Opportunity to access tickets for events at The City Ground.


• Employee Assistance Programme.


• Access to high street and gym discounts.


• Discount within our Club shop.


• Free on-site parking.