Apprentice Ticket Office Representative WEST HAM UNITED FOOTBALL CLUB LIMITED

The successful candidate will process customer ticket sales onto Venue Master from incoming and outgoing calls made by the Contact Centre, ticket office or via Email, ensuring all transactions are completed accurately and in a timely way within set time scales.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 27 Oct 2017

Apprenticeship summary

  • Wage

    To be agreed upon appointment

  • Working week

    To be confirmed at interview.

    Total hours per week: 37.50

  • Apprenticeship duration

    15 months

  • Possible start date

    30 Oct 2017

  • Date posted

    06 Oct 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number

    VAC001318440

  • Positions

    1 available

An exciting opportunity has arisen in the West Ham United Ticketing Department for a Ticket Office Representative.

The successful candidate will process customer ticket sales onto Venue Master from incoming and outgoing calls made by the Contact Centre, ticket office or via Email, ensuring all transactions are completed accurately and in a timely way within set time scales.

We are looking for someone to be committed to ensuring that the call quality standard is met on every call and every opportunity is sought to drive individual as well as departmental and Club objectives by upselling and promoting WHU products and services

Key Responsibilities:

  • Handle all types of calls including inbound and outbound calls by actively calling WHU customers from our database by making outbound calls to sell, promote or research WHU or Partners products.
  • Handle sales orders face to face via the ticket office counter ensuring that your cash/till balances at the end of your shift.
  • Ensure that you are compliant with the Data Protection Act at all times by ensuring that you are speaking to the right customer.
  • Follow calls scripts at all times and update customer onto the Ascent and Venue Master system accurately.
  • Ensure all tasks are completed within set time scales and relevant processes are adhered to.
  • Process and record Departmental post.
  • Carry out requests received from internal customers from other departments.
  • Act as advisor to all other departments with regards to Ticket Office enquiries.
  • Contribute to the overall Departmental performance and development through team meetings, briefings, training sessions, 1:1 coaching and identification of one’s own training needs.
  • Undertake ad hoc duties from time to time and as requested from the Management Team including tasks allocated by your Supervisor.
  • Be accountable for keeping up-to-date with changes in Company Procedures and Processes.
  • To embrace diversity throughout the club and ensure that your behaviour demonstrates that commitment at all times by encouraging diversity and facilitating equality of opportunity in accordance with the Club’s Equality and Diversity Policy in force from time to time.
  • To be aware of our Company Policies and Procedures which are in force from time to time; to ensure that your actions and behaviour are consistent with and champion the requirements of those policies and procedures at all times.
  • To ensure that you have seen and are familiar with the contents of the Employee Handbook.

Requirements and prospects

Desired skills

  • Good time management skills.
  • Exceptional communication skills, especially when on the phone (Essential).
  • Experience working within a sporting organisation (Desirable).
  • Ticket office or call centre experience (Desirable).

Personal qualities

  • Ability to follow instructions.
  • Able to use initiative.
  • Ability to work calmly under pressure.
  • Ability to work well as a member of a team and as an individual.
  • Have a strong work ethic, can-do attitude (Essential).
  • Be flexible and adaptable to working hours to ensure that the Department runs smoothly at all times including first team match days (Essential).

Qualifications required

  • Maths and English GCSE's, or equivalent, D-G (Essential).
  • Maths and English GCSE's, or equivalent, A-C (Desirable).
  • Excellent I.T. skills (Desirable).

Future prospects

Upon completion of the Apprenticeship the successful candidate may have the opportunity to become a full time member of staff.

Things to consider

The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year. The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over. Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

About the employer

Our move to the new Stadium on Queen Elizabeth Olympic Park presents a once-in-a-lifetime opportunity for West Ham United and its dedicated personnel. Prospective staff members with passion, commitment and ability have the chance to make this historic move with us. Our Club is a unique place to work and we are always looking for talented individuals who will thrive in our ambitious organisation. We offer a range of exciting career opportunities, many of which are directly linked to our move to Queen Elizabeth Olympic Park. There has never been a better time to work for West Ham United. The next two years will be exciting, educational and challenging for us all, but nothing will make me prouder than to watch us kick off our first match in our magnificent new home in 2016, knowing that it was the skill of my staff that helped us make our dream a reality.

Employer

WEST HAM UNITED FOOTBALL CLUB LIMITED

Address

London Stadium

E20 2ST

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Training provider

  • Upon completion of the Apprenticeship the successful candidate will have achieved the Level 2 Customer Service Practitioner Standard.
  • English and maths Functional Skills Level 1/2 (if required).

Apprenticeship standard

Customer service > Customer Service Practitioner

Training provider

Creative Sport & Leisure Limited

Applications for this apprenticeship are being processed by Creative Sport & Leisure Limited

Contact

Matthew Spenceley 07545735448 matthew.spenceley@creativesportandleisure.co.uk


Employer's Application Instructions

Please complete all of the boxes making sure to enter the NAS Reference Number, which is found on the advert, and which role you are applying for.


This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 27 Oct 2017