Ticket Office Customer Service Administrator Apprentice

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.

Training:

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.

Training Outcome:

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.

Employer Description:
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.

Working 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.

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