Summary
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Ticketing Operations Team Leader
Reporting to the Head of Ticketing Operations, this role is based in ATG’s London office. the post holder will work with the Ticketing Operations Manager to coordinate and oversee the day-to-day work of the Ticketing Operations team, to ensure tasks are completed efficiently and accurately, and service levels are maintained. Your direct reports will be the Ticketing Operations Associates.
You will have an excellent level of system and configuration skills and be able to use this to support the team and the business with queries and new initiatives. You’ll use your experience and expertise to support skills development within the team.
The post holder will work closely with the Ticketing Systems team and a variety of departments across ATG including eCommerce, Sales and Revenue, Marketing, Programming, Box Offices, Contact Centre, Finance, Bolt and external promoters and producers.
This is a great opportunity to enhance your technical and leadership skills in an internationally growing business and a role that will give you exposure to a range of products and teams across the ATG network.
Key responsibilities
Team leadership
- Manage, support and train the Ticketing Operations Associates to:
- Configure events on our ticketing system, AudienceView, for venues across the entire ATG estate, with a focus on entry level set up through to regional tours and third-party events.
- Complete system configuration to the highest level of accuracy and in line with department objectives and commercial policies, with a particular reference to accuracy of financial values.
- Complete tasks within the Ticketing Operation SLAs and in accordance with the defined processes and best practice guidelines.
- Provide post on-sale show maintenance including configuration of offers and reporting.
- Improve and refine business processes to ensure maximum efficiency and automation, leveraging the full potential of technology within the business.
- Use our task management system, Zendesk, to report and analyse team performance and identify opportunities for training, efficiency, and automation.
- Deputise for the Ticketing Operations Manager in their absence, which will include coordinating on sale tasks, including leading high priority on sale calls, and monitoring workload for the Operations team.
Knowledge sharing and skills development
- Develop an expert understanding of the organisation’s ticketing and associated platforms.
- Work with the Ticketing Operations Manager to establish a regular training programme. Lead and participate in training sessions for the wider Operations team and other system users, including Box Offices, third-party Box Office teams and Contact Centre.
- Work with the Ticketing Operations Manager to maintain and expand the Ticketing Operations guides and Knowledge Base, ensuring all processes are documented and up-to-date.
- Establish a detailed understanding of ATG’s key business processes, particularly e-commerce, financial reconciliation, and retail, in order to provide support and advice to colleagues, producers and system providers.
Coordinate project work and lead on escalated or complex tasks
- Be a point of escalation and manage any tasks that may fail to be completed within the Ticketing Operations SLAs or that require additional support.
- Provide troubleshooting services across Ticketing Operations and ensure best practice is followed.
- Work with the Ticketing Operations Manager to coordinate project-based work, ensuring deadlines are met. This may include coordinating the work of the team and other stakeholders, or undertaking specific projects yourself as the need arises.
- Develop a detailed understanding of the business API solutions, working with colleagues to monitor performance and troubleshoot issues if they arise.
- Develop an expert understanding of our queuing system and work with the Senior Specialist, Ticketing Systems and Ecommerce to oversee the daily queue management. You will also be responsible for reporting on queue data and working with the Head of Ticketing Operations to ensure we stay within our contractual terms.
- Support the Ticketing Systems team during busy periods or with project work.
Your skills, qualities, and experience.
If you are able to demonstrate many of the essential criteria, we encourage you to apply, and welcome transferable skills from other industries or backgrounds. We can give experience of any desirable criteria but may also use them to decide between candidates for this role.
Essential
- A high level of accuracy and attention to detail
- Self-motivated and organised, with a flexible and proactive approach to problem solving
- Able to forecast issues and handle last minute projects to meet deadlines
- Experience within a ticketing services (including Box Office) or systems team with knowledge of event configuration
- Competent in using Microsoft Excel
- Experience pulling, creating and analysing reports
- A talent for teaching and supporting the development of others
Desirable
- Experience using AudienceView for event configuration and reporting
- Experience managing a team
- Experience delivering effective training
- Knowledge of the live entertainment or commercial theatre sector
About Us – Our values
ATG Entertainment’s values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.
- THRIVE doing what we love (with passion and dynamism)
- CONNECT through every act (with collaboration and kindness)
- DARE to do different (with curiosity and courage)
- PERFORM at our best (with customer focus and ownership)
Our Corporate Social Responsibility pillars
Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:
- Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
- Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
- Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.
Our culture
You’ll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures.
We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.
Our Inclusion, Diversity, Equity and Access Mission Statement – A Stage for Everyone
Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.
We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.
We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.
If you’d like to discuss accessibility prior to applying, please email recruitment@atgentertainment.com for a confidential discussion.
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