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Casual Contact Centre Advisor
Highbury House
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Description

DEPARTMENT DESCRIPTION

The first point of contact to the Club including general enquiries and a wide variety of queries from supporters and the public. Responsible for Customer Services including the sale and renewal of circa £100 million of tickets per season, providing excellent customer service to purchasers/supporters at all points of the buying circle, including ticketing related operations on match day.

KEY RESPONSIBILITIES

  • To answer calls, Emails and letters and deliver excellent face to face customer service within both the Arsenal Contact Centre and the Box Office windows.
  • To deal with questions and queries and provide resolutions to contacts covering a number of different workstreams. o Ticketingo Tourso Membership queries.o Junior Gunner support.o Home shopping.o Switchboardo Soccer Schoolso Complaints resolutiono Disability supporto All general information requests.
  • To work as part of a team, assisting both other members within the team, and the Contact Centre Management team to deliver excellent service in a timely manner.
  • To be responsible for ensuring that individual KPI's are met as part of the Performance Management programme.
  • To assist and resolve complaints following the correct escalation procedures and endeavouring to deliver win-win for customer and Arsenal Football Club.
  • To assist on all matchdays and provide the relevant duties as requested by the Box Office Manager.
  • To assist the Box Office teams with ticket administration.
  • To provide support and assistance on ad hoc projects and duties as required.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

  • Educated to GCSE standard.

Specific Experience:

Required

The job holder must have experience of customer service within either a Contact Centre or Face to Face environment.

Desired

The job holder ideally will have specific knowledge relating to at least one of the workstreams within the Contact Centre.

Abilities/Skills/Knowledge:

The job holder must have the ability communicate to a high level both verbally and written communication. The job holder must be PC proficient and be confident in operating standard office applications in addition to being comfortable operating different software applications concurrently.

Hours of work will vary on a weekly/ monthy basis and will include matchday working.

Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Please note, this vacancy closes on 24/10/17, so this means you have until 23:59 on the 24th October 2017 to apply.

Closing Date: 24/10/2017

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