JOB TITLE: Customer Service Manager.
REPORTS TO : Operations Manager.
LOCATION: Wembley.
JOB TYPE: Full-time.
ABOUT KX TICKETS:
KX Tickets, established in 2016, specializes in providing bespoke ticketing solutions for a range of theatrical productions in London.
We operate with a commitment to high standards of customer service, and are a member of STAR.
We support both iconic and innovative performances at venues like London County Hall, Troubadour Theatres, Menier Chocolate Factory and more.
ROLE SUMMARY:
As a Customer Service Manager, you will lead our customer service team, ensuring that our standards of service excellence are maintained and enhanced.
You will manage our in-person and online customer interactions, providing leadership and support to a team dedicated to offering an outstanding customer experience from ticket purchase to show completion.
KEY RESPONSIBILITIES:
Lead on the recruitment, management & appraisal of the Box Office Assistants in liaison with the Operations Manager.
To provide ongoing training on the use of the ticketing system and to devise, distribute and maintain system documentation in order to support business processes, policies and procedures.
Develop and implement customer service policies and procedures where necessary.
Ensure all staff are compliant with PCI DSS & Data Protection requirements & the Information Security Policy.
Manage daily operations of the customer service department.
Handle complex customer service issues and escalations.
Monitor and analyze customer service performance metrics.
Work closely with other departments to integrate customer service initiatives.
Manage the staff rota, ensuring optimal staffing levels at all times to meet operational needs and maintain high levels of customer service.
Oversee shift scheduling, vacation, and time-off requests, ensuring they align with staff availability and operational requirements.
Ensure the weekly payroll is submitted & within any agreed contras & budgets.
CUSTOMERS, ACCESS & EDUCATION:
Maintain high standards of Box Office customer service delivery at all times & contribute to the ongoing auditing of the 'audience experience' Ensure all customer feedback is audited centrally through the KX Tickets Management team (including feedback via 3rd party agents).
Arrange for staff training and development days HEALTH & SAFETY:
Contribute to a positive H&S culture throughout all activities & duties.
Ensure all duties are conducted in accordance with H&S policies & systems of working, reporting any breaches to venue management.
GENERAL:
Undertaking other duties as reasonably required PERSONAL SPECIFICATION
REQUIRED:
Proven experience as a Customer Service Manager or similar leadership role.
Strong understanding of customer service software, databases, and tools.
Excellent communication skills with a customer-oriented approach.
Problem-solving and decision-making skills.
Ability to lead and motivate a team.
Experience in handling customer queries and complaints in a ticketing environment preferred.
Understanding of Data Protection & PCI DSS Compliance good practice Significant experience of ticketing systems, preferably Nliven and Ticketure Experience & knowledge of delivering accessible services An organised, flexible approach to day to day responsibilities A creative and resourceful approach to problem solving Collaborative & communicative in all activity A confident, friendly and professional manner.
Demonstrable ability to prioritise effectively and remain calm under pressure.
Previous Box Office experience.
Previous supervisory experience.
Previous experience within a theatre or arts venue.
DESIRABLE:
Nliven ticketing system or similar programs Understanding of Employment Law best practice Valid First Aid qualification Interest in theatre & the arts TERMS:
Reports to: Operations Manager Full time Variable shift pattern Monday to Friday with evening, weekend & Bank Holiday working as required 8 weeks notice period Salary £37,315 (£17.94 ph).
To apply please send a cover letter and your CV to