Ticket Office Supervisor

To work with the Head of Ticketing to lead, motivate, and develop the Ticket Office team to deliver a first-class service to customers wishing to purchase season cards and/or tickets for HTAFC matches, both home and away. The post holder will also support the season card renewal process and associated communication., · Outstanding customer service evidenced by ongoing anecdotal feedback, and feedback via surveys to supporters, and via other communication mechanisms.

· Season card and match by match ticket sales are in line with forecasts/budgets.

· Effective deployment and development of team members, in line with the staffing budget, and to meet customer demand.

Ticket Sales (Home and Away Tickets):

Reporting to the Head of Ticketing, the post holder will be required to:

· Assist with printing visiting supporters' tickets for home matches, as required.

· Print and dispatch Directors' Box tickets for away matches.

· Set up home and away fixtures in the ticketing system.

· Set up Cup fixtures in the ticketing system.

· Produce ticket maps.

· Contribute to ticket planning for away matches.

· Monitor the Ticket Exchange.

· Ensure team members are proactively engaged in outbound calls to supporters, to maximise ticket sales.

· Undertake website housekeeping as required and liaise with Ticket Master on any updated information.

· Maintain up-to-date customer records, and work with the Disability Liaison Officer in relation to disabled supporters and their requirements for access and accompaniment, to facilitate removing any barriers to booking match day tickets online and through other means.

Match Day Preparation

· Test the scanners on a regular basis.

· Provide information to the Marketing and Communications teams for the website and match day programmes.

· Manage duplicates and collections of tickets for away fixtures.

Department Management

· Deputise for the Head of Ticketing as required.

· Develop staff rotas to ensure appropriate staffing levels for the Ticket Office across the department's opening/trading hours.

· Contribute to developing team members, including setting appropriate objectives and conducting Performance Development Plan reviews.

· Manage annual leave requests to ensure the department is always appropriately covered.

· Complete the banking and associated reconciliations and liaise with the Finance department as necessary.

Other

· Respond to emails and other messages/enquiries, including complaints, in a timely manner.

· Set up external events in the ticketing system as required.

· Monitor the website 'out of hours'.

· Assist with managing the Ticket Office/General Help Twitter account, as required.

This job description is not intended to be exhaustive, and the post holder will be required to undertake any other duties as required by the Head of Ticketing, the Chief Revenue Officer, and/or any other Senior Leader., Reporting to the Head of Ticketing, you will be fully conversant with all aspects of the Club's ticketing function, including setting up fixtures in the online system, assisting with the season card sales and renewal process, and ensuring team members are supported to excel in their roles. The successful candidate will be required to support on match days and must, therefore, be prepared to work flexibly, covering evenings and weekends to ensure a consistently smooth and effective ticketing service., We expect the successful candidates to be a positive ambassador for Huddersfield Town AFC, and to liaise with a wide range of stakeholders in a consistently polite and professional manner.

We receive a high volume of applications for our vacancies and as such, we encourage you to ensure that your application details how you feel you match our requirements. The volume of applications received prevents us from being able to provide feedback at short-listing stage. Please ensure that your application is:

· Fully completed

· Tailored for the requirements of the role - Section 6 of the application form should reflect how you meet the 'essential' and 'desirable' criteria for the position as detailed on the person specification (please follow the instructions on the application form)

· Accurate in terms of content and presentation

· Submitted by the specified deadline

Please also highlight any factors that you would like us to consider, for example, if you have a disability or health condition that may require us to make reasonable adjustments in accordance with the Equality Act 2010.

Safeguarding

Huddersfield Town AFC is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.

Applicants must disclose all previous convictions including spent convictions in accordance with the associated legislation. 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.

Equality and Inclusion

We strive to promote a diverse and inclusive community - a place where everyone can be themselves and in which everyone feels valued and included and supported to achieve their full potential. We offer a range of family-friendly and inclusive employment arrangements, and we have a zero-tolerance approach to any form of discrimination.

We are committed to the redress of any inequalities by taking positive action where appropriate.

The fast-paced nature of the organisation and department necessitates high-level planning and time-management skills, accuracy and attention to detail, and the ability to remain calm under pressure.

Applicants are encouraged to review the job description and person specification before applying, as these contain full details of what the role entails, and the specific skills, experience, qualifications, and attributes we are looking for. Previous ticketing experience is essential, combined with proven experience of supervising and developing others. The ability to work collaboratively with team members is also fundamental to this role.

Full-time and permanent (35 hours per week, including evenings and weekends).

The starting salary will be up to £27,000 per annum, depending on skills and experience.