To apply, please fill in the online application, including a CV and a short cover letter, explaining why you’d be a great fit for this role.
Location: Hybrid working. We have ‘in person’ days once or twice a week depending on the team in your location (twice in Sheffield, once in London). We also have a quarterly full team get together and it is desirable that you join these. Essential equipment will be made available to allow for working from home.
Salary: £28,000 per annum (Full time)
Hours: 9:30am - 5:30pm, working 5 days across a 7 day week, with regular weekends and bank holidays
Reports to: Global Head of Ticketing Operations
Expected start date: ASAP
Overview
Tickets for Good is on a mission to make live events more accessible by working with employers, local councils and voluntary organisations to distribute free and discounted event tickets. We do this with the belief that event attendance provides a range of physical and mental benefits and that participation in cultural events should be open to all.
We’re currently looking for a Ticketing Operations & Customer Service Lead to join our small but passionate team. In this role, you’ll report to our Global Head of Ticketing Operations and alongside our Ticketing Operations and Customer Service team, to ensure the smooth running of events and deliver top-tier support to our valued customers.
This is a role for someone with excellent customer service skills, ideally with proven experience within the ticketing or events industry. You’ll have strong attention to detail and commitment to accuracy, and you’ll be a confident communicator and problem solver, who works well with others as well as independently.
Your responsibilities:
- Event Management – Creating and managing events on our platform, maintaining an organised events pipeline, and liaising with other departments to ensure a seamless experience.
- Customer Service Excellence – Responding to customer enquiries via Zendesk, resolving complaints effectively, and acting as the primary escalation point for complex issues.
- Operational Improvements – Analysing customer feedback, optimising service quality, and ensuring best practices in ticketing operations and customer service.
- Collaboration & Training – Working with Account Managers to resolve queries, assisting in training new team members, and contributing to a culture of inclusivity and efficiency.
You’ll play a key role in problem-solving ticketing and customer challenges for our 500+ clients across music, theatre, sports, comedy, and more. If you’re passionate about making the arts accessible to all, we’d love to hear from you!
Your objectives:
- Ensure Accurate and Efficient Event Creation
- Provide first-rate customer support and boost satisfaction
- Promote Effective Communication and Collaboration
- Support Company Missions and Continuous Improvement
What you’ll be doing:
- Accurately create and manage events on the platform according to event creation guidelines and standards to ensure a seamless customer experience
- Maintain an organised events pipeline on the CRM and maintain efficient communication channels with other departments
- Manage events on the platform, including handling any issues and editing information that may arise during the course of the event
- Maintain accurate and organised records and documentation related to events creation and maintenance
- Respond to customer enquiries and complaints promptly and professionally via Zendesk, ensuring robust responses, a positive resolution and customer satisfaction
- Act as the primary escalation point for complex customer service issues, ensuring swift and effective resolutions.
- Work with the Global Head of Ticketing Operations to develop and implement customer service best practices on a global scale.
- Take on delegated tasks related to customer service strategy and improvements from the Global Head of Ticketing Operations.
- Analyse customer feedback and service trends to proactively address pain points and optimise service quality, relaying relevant customer feedback to the management team for continuous improvement
- Identify opportunities to enhance internal processes which promote best practice and lead to overall organisational efficiency
- Liaise regularly with the Account Management teams to ensure the timely resolution of queries
- Assist in training current and new team members across both departments where required
- Actively promote and engage with the company's mission, vision, and values, ensuring these are reflected in all customer & stakeholder interactions
- Maintain a thorough understanding of our products and services to provide accurate information and support to customers
- Actively participate in team meetings and training sessions to improve skills and knowledge
- Proactively contribute to and maintain a culture of trust, respect, and inclusivity within the team
- Perform other duties as assigned by the Global Head of Ticketing Operations or senior management
What we’re looking for:
Essential Criteria:
- Exceptional attention to detail and commitment to accuracy
- Excellent communication and interpersonal skills, both written and verbal
- Proven experience in customer service, ideally within the ticketing or events industry
- Strong problem-solving skills with the ability to manage escalated customer concerns effectively
- Excellent organisational skills, with the ability to manage multiple projects simultaneously and meet tight deadlines
- Ability to work independently as well as in a team environment
- A proactive and customer-focused mindset
- Demonstrated ability to maintain confidentiality and discretion
Desirable Criteria:
- Experience of Zendesk customer service platform
- Proficient in Microsoft Office and Google Suite
- Familiarity with ticketing platforms and CRM software is a plus
Education & Qualifications:
A bachelor's degree or equivalent is desirable but not essential. Must have a minimum of 5 GCSEs A-C including both Maths and English.
Note: This person specification is meant to serve as a guide and is not an exhaustive list of qualifications, experience, skills, or personal attributes that may be required for the role.
Why Join Us?
At Tickets for Good, you’ll be part of a passionate, purpose-driven team that believes in the power of live events to bring people together. We’re a supportive, collaborative group that values fresh ideas, initiative, and a shared commitment to making culture and entertainment more accessible.
You’ll be working alongside a talented team, including colleagues from across the UK and beyond, all bringing different skills, perspectives, and experiences to the table. You’ll be welcomed into a culture that values teamwork, creativity, and genuine impact and has the needs of our members at its heart.
If you love building relationships, engaging communities, and driving meaningful change, we’d love to hear from you!
Benefits:
- A day off for your birthday in addition to your annual leave entitlement
- 25 days annual leave plus bank holidays
- Hybrid working
- If relevant, access to the Sheffield based office within the Workstation, which offers regular benefits as part of our membership (networking sessions, membership lunches, access to health and fitness workshops)
- Company Sick Pay and Personal Leave scheme, in addition to SSP
- Regular company socials in Sheffield
To apply, please fill in the online application here, including a CV and a short cover letter, explaining why you’d be a great fit for this role.
The deadline for applying for this role is Midday on Friday 28th February.
