Are you an experienced Customer Service leader looking for a new role? If so, we could be looking for you, a Customer Service Team Leader for one of the UK’s biggest and renowned primary ticketing agencies Skiddle
Company Background:
Skiddle was born in 2001 as a what's on guide and began selling tickets in 2006 and is now one of the UK's most loved ticketing services selling tickets for tens of thousands of events throughout the UK, from independent club nights through to 60,000 capacity festivals. Skiddle currently sells tickets for the likes of The Warehouse Project, Creamfields, Digbeth Dining Club and Live Nation, and hundreds of independent venues and promoters across the country.
Role Summary:
Leading and mentoring the Service Team. Communicating goals, objectives and deadlines to the team. Motivating team members and assessing performance. Providing assistance to the Head of department including hiring and training. Keeping management updated on team performance. Communicating concerns, working practices and policies among management and team members.
Key Responsibilities:
- Supporting Head of Department and performing management duties when head is absent or out of office
- Assisting management with hiring processes and new team member training
- Working with the head of department with strategies
- Mentoring members of the team, setting and implementing KPI’s
- Providing encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Adhering to KPIs and performance targets
- Answering team member questions, helping with team member problems, and overseeing team member work for quality and compliance
- Communicating deadlines and goals to team members
- Developing strategies to promote team member adherence to company regulations and performance goals
- Conducting team meetings to update members on best practices and continuing expectations
- Generating and sharing comprehensive and detailed reports about team performance, objectives, and deadlines
- Ensuring company brand materials and physical working spaces meet and exceed company presentation standards
- Providing quality customer service, including interacting with accounts, answering enquiries, and effectively handling complaints
- Working closely with all members of the Skiddle management team to create and develop goals
- Maintaining the high standard of service expected from Skiddle
Person Specification:
- Minimum 2 years leadership experience in a customer service environment
- Leadership Skills
- Strong Oral and Written Communication Skills
- Motivational Skills
- Results-Oriented
- Experience in delivering one to one’s and yearly appraisals
- Identifying training requirements
- Interviewing Skills
- Self-Motivation
- Strong Relationship Building
- Customer Service Skills
- upholding our core values through authenticity
What can Skiddle offer:
In return for your commitment and enthusiasm, you can look forward to excellent working conditions in a progressive and growing company. We have a friendly informal and lively culture, where everyone is trusted to take ownership of their own workload. You’ll be challenged but rewarded by working for this evolving business, where you’ll enjoy team outings, charity fundraising activities and going to events. We can offer:
- Recognised CMI Leadership & Management training programme
- Friendly, open, informal, and most important equal working environment where management are all approachable
- Cycle to work scheme / Tech scheme after 1 year service
- Electric Car scheme after 1 year service
- Company pension
- Health insurance provided by Vitality after 1 year service
- Sick Pay
- Future career progression
- Increase holiday entitlement after 1 year service
- Flexible working hours
- Free parking (if working from our Preston office)
- Casual Dress
Please note: The head office is easily accessible from the M6 however rurally based; therefore own transportation is highly recommended.
Important Information: The successful applicant must agree to a Basic Disclosure under the Disclosure and Barring Service (DBS) procedures. Employment will be confirmed to the successful applicant subject to a satisfactory Disclosure report.
On your side since 2001, because we believe true fans deserve a fairer and smarter way to discover events they love’
Location: Longridge, near Preston
Hours: 37.5 Hours per week - Monday to Friday
Holidays: 25 Days plus bank holidays
Reporting To: Head of Support