We are seeking an enthusiastic and customer-focused individual to join our team as the Ticketing Guest Services Supervisor. In this role, you will be responsible for leading a team of dedicated Guest Services Agents, ensuring the seamless delivery of world class customer service to our Guests. Your role as a Guest Services Agent will be to act as first point of contact to our Guests and deal with any queries relating to Ticketing for The Championships and also throughout the year. Our values of Heritage, Integrity, Respect and Excellence are at the heart of everything we do within the organisation, and this will be your basis for ensuring a memorable experience for every Guest.

What you will be doing

• Lead, mentor and train a team of Guest Service Agents to provide high-quality, consistent customer support and assistance
• Oversee the daily operations of the Guest Service Agents, including managing rotas and workload distribution
• Collaborate with the Lead Ticketing Executives to ensure alignment and consistent communication regarding Guest enquiries and issues
• Serve as the main point of contact for escalated Guest concerns, working to find swift and effective resolutions to maintain Guest satisfaction
• Monitor and track Guest interactions, collecting valuable feedback to identify areas for improvement and implement strategies for enhancing the Guest service experience
• Develop and maintain training programs for new and existing agents, ensuring they are well equipped to handle a variety of Guest enquiries and scenarios
• Stay up to date with team information, ticketing procedures and relevant policies to provide accurate information to Guests
• Prepare regular reports and presentations on team performance, customer feedback and improvement initiatives for management review
• Foster a positive, motivated and collaborative team environment, promoting teamwork, open communication and a strong commitment to delivering exceptional service
• Ensure all assigned Guest service cases are resolved within the agreed SLA’s and KPI’s
• Handling queries or complaints from Guests via inbound phone calls and Zendesk emails
• Learn and develop advance use of the office-based ticketing system, the online customer journey and buying process
• Ensure data is managed with integrity, accuracy, and compliance
• Ensure that all Guest contact is handled in a professional manner
• Utilising well developed communication skills with the ability to flex your style across both verbal and written channels with high attention to quality and detail with all Guests

What we are looking for

• Desire to work in an environment which is guided by values
• Strong problem-solving abilities, with a focus on finding creative solutions to challenging situations
• Experience in supervising/managing a small team/individuals
• Ability to motivate and lead a team
• Excellent active listening skills with the ability to display empathy whilst gathering all facts and interpreting data
• Excellent written and verbal communication and English language skills with high attention to detail and quality
• A reasonable level of computer literacy and reporting (Word, Excel, Access, Powerpoint & CRM systems)
• Ability to remain composed under pressure and handle high-stress situations with professionalism
• Strong organizational skills, attention to detail, and the ability to prioritise tasks effectively
• A passion for delivering outstanding customer experiences and a commitment to going above and beyond to exceed guest expectations

About us

• The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Wimbledon Lawn Tennis Championships, widely regarded as the world’s premier tennis tournament and are home to one of the world’s most prestigious tennis clubs.
• Our business has grown in recent years and we expect that success to continue. We have plans to further improve our facilities and invest in our people in future years. Our success is important to us and we are guided by our key values of Heritage, Integrity, Respect and Excellence.
• The Ticket Office issues and accounts for over half a million tickets every year for the four ticketed Show Courts and The Queue (via which many thousands of Grounds Passes are sold). It administers all aspects of the Public Ballot and a wide variety of other allocations.

Additional information

• Personal circumstances must allow you to work extended hours on occasion during peak times including evenings and weekends throughout the duration of the Championships.
• This role is based full time in the office however some flexibility may be considered.