Ticket Office Customer Service Administrator Apprentice
THE HUDDERSFIELD TOWN ASSOCIATION FOOTBALL CLUB LIMITED
Huddersfield (HD1 6PX)
Closes in 13 days (Tuesday 14 October 2025 at 11:59pm)
Posted on 30 September 2025
Contents
Summary
This is an exciting position to work as a team member providing excellent service to all stakeholders, with the primary focus being the facilitation of ticket sales and associated tasks. You will work towards a Level 2 Customer Service Practitioner apprenticeship standard.
- Wage
-
£13,741 to £22,222.20, depending on your age
National Minimum Wage
Check minimum wage rates (opens in new tab)
The starting pay will be the apprenticeship of £7.55 per hour, if aged 19+ this will increase to the National Minimum Wage after 12 months. The starting rate may be negotiable, please discuss with Nichola Barnes.
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday - Friday and match days as required (we will give time off in the week for attendance at college and if Saturday or Sunday working is required). Shifts to be confirmed.
35 hours a week
- Start date
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Monday 20 October 2025
- Duration
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1 year 3 months
- Positions available
-
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
The post holder is required to:
- Complete administrative processes relating to ticket fulfilment: sales, season cards, memberships, ticket exchanges, ordering, receiving, printing and mailing
- Provide excellent customer service at the Ticket Office windows, by telephone, and via social media as applicable
- Handle customer queries and execute them effectively
- Handle and be accountable for cash
- Liaise with third parties e.g., other football clubs
- Coordinate travel arrangements for home and away games e.g. coaches, stewards on coaches, and car parking passes
- Process specific supporter requirements e.g. scoreboard messages
- Maintain up-to-date and accurate records e.g. maintaining databases
- Contribute content for match day programmes and other marketing material
- Contribute to departmental discussions regarding ideas for social media content
- Support and contribute to new initiatives
- Use technology e.g. computerised systems, scanners etc.
- Replenish stock, office supplies, and uniform as may be required
- Work collaboratively with colleagues and assist them whenever necessary and practical
- Manage incoming and outgoing mail and parcels
- Comply with the Club’s policies and procedures, and the Football League standards
This job description is not intended to be exhaustive, and the post holder is also required to undertake any other duties as may reasonably be required by the Head of Ticketing, and/or any other Senior Leader within the Club.
The post holder must also consider environmental and social impacts when making business decisions within their scope of responsibility and participate in sustainability training and awareness programmes as required, also representing the Company’s values and commitment to responsible business practices when engaging with external stakeholders.
Where you'll work
The ACCU Stadium
Stadium Way
Huddersfield
HD1 6PX
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
KIRKLEES COLLEGE
Training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
Training schedule
What training will the apprentice take and what qualification will the apprentice get at the end?
Overview of Customer Service Level 2 Apprenticeship Standard.
The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation.
Your core responsibility will be to provide a high-quality service to customers. The standard covers the following:
Knowledge
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Your role and responsibility
- Customer experience
- Product and Service knowledge
Skills
- Interpersonal skills
- Communication
- Influencing skills
- Personal organisation
- Dealing with customer conflict and challenge
Behaviours/Attitude
- Developing self
- Being open to feedback
- Team working
- Equality – treating all customers as individuals
- Presentation – dress code, professional language
- “Right first time”
You will complete an End Point Assessment this will involve the following:
- Showcase/Portfolio
- Interview
- Practical Observation
- Professional Discussion
You are given time off, one day per week to study; you are required to attend Kirklees College, Huddersfield Centre, you will also attend other meetings via Teams to complete work for your apprenticeship. The study day is a Wednesday.
More training information
Additional Information
CSR and Sustainability:
All employees are required to understand and support the Company’s commitment to corporate social responsibility and sustainability initiatives, and to incorporate sustainable practices into daily work activities, as far as reasonably practicable, including responsible resource use, waste reduction, and energy conservation.
Safeguarding:
Huddersfield Town Association Football Club (HTAFC) Ltd. is committed to safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment.
Applicants must disclose all previous convictions including spent convictions in accordance with the associated legislation; this can be done via a private letter/disclosure to the Head of Human Resources and EDI. The amendments to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (2013 and 2020) provide that when applying for certain jobs and activities, certain convictions and cautions are considered ‘protected’. This means that they do not need to be disclosed to employers, and if they are disclosed, employers cannot consider them.
Guidance about whether a conviction or caution should be disclosed can be found on the Ministry of Justice website.
The post holder will also be required to undergo Safeguarding Training, to be agreed with the Senior Safeguarding Manager.
Equality, Diversity, and Inclusion:
Huddersfield Town AFC is a diverse environment in which we respect all characteristics under the Equality Act 2010; we want everyone to feel valued and included within the Club and to be able to achieve their full potential.
We have a zero-tolerance approach to any form of discrimination, and we are committed to the redress of any inequalities by taking positive action where appropriate. All employees are required to support and uphold this zero-tolerance approach and contribute to our ‘Terriers Together’ Equality, Diversity, and Inclusion Strategy.
Requirements
Essential qualifications
GCSE in:
Desirable qualifications
BTEC in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Initiative
- Willing to work weekends
- Excellent timekeeping
- Reliability
Other requirements
Following applying for this vacancy the first stage, after your initial application, you will arrange a meeting with Nichola Barnes to discuss your application. If you do not make contact your application will not progress any further. For any further information on this vacancy please contact Nichola Barnes at Kirklees College on E-mail: nbarnes@kirkleescollege.ac.uk 07788390025 or apprenticeships@kirkleescollege.ac.uk NO CONTACT should be made with the employer at this initial stage, the College is more than happy to help you with any queries you may have. The salary may be negotiable. This will depend on experience. The salary may also increase after a probationary period, if the budget allows, following successful employment and production of the required work towards achieving the qualifications towards the apprenticeship training programme. This vacancy may close early if sufficient applications are received. Please ensure you apply early to avoid disappointment. Your employer will allow you time off for study and this will be part of your contract of employment.
About this employer
Huddersfield Town Association Football Club is a professional football club based in Huddersfield, West Yorkshire, England, which competes in the EFL Championship. The team have played home games at the Kirklees Stadium (currently known as the John Smith's Stadium due to sponsorship) since moving from Leeds Road in 1994. The club colours of blue and white stripes were adopted in 1913. Their nickname, "The Terriers", was taken in 1969. Huddersfield's current emblem is based on the town's coat of arms.
https://www.htafc.com/ (opens in new tab)
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
There is a strong possibility that you will gain a permanent position following successful employment as well as achievement of the full apprenticeship qualification.
There may also be further apprenticeship/other training available following successful employment and achievement of the apprenticeship.
Ask a question
The contact for this apprenticeship is:
KIRKLEES COLLEGE
Nichola Barnes
apprenticeships@kirkleescollege.ac.uk
07879473188
The reference code for this apprenticeship is VAC1000344315.
Apply now
Closes in 13 days (Tuesday 14 October 2025 at 11:59pm)
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