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    Apprentice Customer Service Specialist – LIVE NATION/TICKETMASTER – BIRMINGHAM, B1 2JB Icon

    Apprentice Customer Service Specialist – LIVE NATION/TICKETMASTER – BIRMINGHAM, B1 2JB

    • Type: Apprenticeship
    • Sector: Business
    • Level: 3
    • Vacancy length: 13 Months

    Company Name: Live Nation Limited

    Company Address:
    1 Brindley Place
    Birmingham
    B1 2JB

    Closing date: 19 Nov 2021

    Brief overview of the role: Birmingham Commonwealth Games 2022-Want to be a part of something exciting and learn whilst you do? We are looking for front line customer facing support for Tournament Contracts and this Apprenticeship specifically is within the Ticketing Team for the B2022 CWG assisting the Ticketing Operations Team for Ticketmaster Sport.

    Apprenticeship summary

    Working week: Monday – Sunday, 5 of 7 days, days and shift to be confirmed

    Total hours per week: 35.00

    Weekly wage: £161.70-311.85

    Expected duration: 13 months

    Possible start date: 22 Nov 2021

    Apprenticeship level: 3

    Reference number: VAC001784720

    Positions: 1 available

    About the Employer

    We’re fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one incredible experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

    Vacancy description

    Brief description of responsibilities

    In particular we offer front line customer facing support for Tournament Contracts and this Apprenticeship specifically is within the Ticketing Team for the B2022 CWG assisting the Ticketing Operations Team for Ticketmaster Sport.

    Successful applicants will be fully trained on all our clients’ systems to equip them to offer all-roundsupport with primary focus on (but not limited to) Customer Service for the Ticketing of the Birmingham Commonwealth Games 2022 and providing additional assistance and support to the wider Ticketing Operations Team accordingly.

    Core responsibilities will involve interacting with fans via customer support phone lines, email and live chat. Dealing with Accessible Ticketing and General Ticketing enquiries, as well as ticket fulfilment duties, amongst other associated tasks. The role will provide support to the Customer Experience Manager and the Ticketing Operations Department as per client demands.

    What you will be doing:

    • Providing support on the Ticketing Operation for the Birmingham 2022 Commonwealth Games in a Customer Facing Capacity, dealing with day-to-day enquiries through Phone, Email and Online Channels
    • Processing email queries from fans and customers to assist with registration, application, sale and post-sale process and any further ticketing related enquiries that may arise
    • Establishing a solid understanding of company systems and processes and procedures to provide the appropriate level of excellent customer service expected by B2022 Organising Committee and any other Ticketmaster Sport clients as necessary
    • Dealing with and resolving any complex customer enquiries, complaints, or issues
    • Empowerment to review processes and make suggestions in line with the Ticketing Operations and practices
    • Exposure to the wider B2022 tournament team via work shadowing and assisting in tasks where applicable
    • Admin duties in preparation for events to ensure an efficient process on the day and delegated tasks from Customer Experience Manager
    • Supporting and Assisting the Ticketing Operations Team Lead & Ticketing Operations Core Teamin their responsibilities to assist in meeting targets
    • Providing support for Ticketing Operation Team with Ticketmaster Sport’s clients Membership support services as necessary and accurately prepare membership items for dispatch and provide full Membership benefits
    • Post B2022 Tournament Completion in August 2022, you will move to assist over to assist the Ticketing Operations Team with other Ticketmaster Sport clients on a customer service basis, particularly remaining within the tournaments team in preparation for the rescheduled RugbyLeague World Cup 2021 Tournament taking place in Oct/Nov 2022

    Requirements and prospects

    Desired skills

    • Customer service experience
    • Call centre experience is preferable
    • Excellent written English skills in order to professionally respond to customer queries via email
    • Proven history of consistently achieved targets
    • A basic knowledge of Microsoft Excel

    Personal qualities

    • Professional telephone manner
    • Attention to detail
    • Punctuality and time efficiency
    • Self-development/learning
    • Taking ownership
    • Team worker
    • An enthusiasm for sport is preferable

    Desired qualifications

    • GCSEs at grades A*-C/9-4 (or equivalent) in maths and English.

    Future prospects

    Upon completion of the qualification there may be opportunity for ongoing employment

    Training provider

    EDEN TRAINING SOLUTIONS LIMITED

    Contact

    Sally Baldwin

    07764966256

    sallybaldwin@eden-ts.com

    Training to be provided

    The apprenticeship standards will provide skills, knowledge, and behaviours to become a referralpoint for dealing with complicated or ongoing customer enquiries.

    • Level 3 Customer Service Specialist apprenticeship standard, which includes:
    • Level 2 Functional Skills in maths and English (if required)
    • End-Point Assessment (EPA)
    • Employee Rights and Responsibilities (ERR)
    • Personal Learning and Thinking Skills (PLTS)

    Apprenticeship standard

    Customer service specialist

     

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