Box Office Customer Service Representative

Job purpose: To assist in the smooth running of all home league and cup games as part of the matchday box office and retail team. The role focuses on delivering excellent customer service through the sale of matchday tickets, programmes, merchandise, and supporting collections. This is an entry-level opportunity ideal for individuals seeking initial experience in customer service, sports operations, and retail environments.

Role Competencies:

Planning Timescales:

• Ability to manage tasks efficiently during matchdays to ensure timely ticket sales and collections.
• Ensure retail merchandise and programme stock is maintained at required levels throughout the day.
• Support the smooth running of crowd flow and queue management in the box office area.

  Decision Making:

• Make quick, effective decisions when dealing with customer inquiries and resolving ticket or retail issues.
• Apply sound judgement in managing sales transactions and handling customer complaints.
• Escalate complex or unresolved matters to the Box Office & Retail Manager as required.

  Impact & Influence:

• Act as a key representative of the Club, positively influencing supporter experience on matchdays.
• Ensure customer service interactions reflect the values and reputation of the Club.
• Support operational effectiveness by working collaboratively with colleagues across matchday functions.

  Skill Level:

• High level of attention to detail, particularly in handling cash and point-of-sale (POS) transactions.
• Ability to multitask in a fast-paced environment.
• Confident operating ticketing systems and retail sales platforms.

  Communication:

• Deliver clear, professional, and approachable communication with customers, colleagues, and other departments.
• Provide accurate information about tickets, retail products, and matchday services.
• Assist with explaining processes such as ticket collections or exchange policies.

  Budget Management:

• No direct responsibility for budget planning.
• Required to accurately handle sales transactions, cash, and card payments.
• Monitor stock of merchandise and programmes to avoid shortages.

  Lead & Develop:

• Work well within a team, providing support to less experienced colleagues where required.
• Share knowledge and best practices to improve customer service and matchday operations.
• Contribute to a positive and collaborative team culture.

  Operating Parameters:

• Operate within the Club’s policies, safeguarding standards, and customer service guidelines.
• Ensure confidentiality and professionalism in handling supporter information.
• Adhere to all health & safety procedures within the matchday working environment.