Customer Solutions Manager

3 months ago

Sydney, Australia TEG Full time

Ticketek has over 40 years' experience ticketing the biggest live events and venues in Australia. Ticketek sells over 23 million tickets to more than 20,000 events each year, including concerts, sports, theatre, musicals, festivals, exhibitions, experience and family events. A truly digital company, Ticketek is Australia’s number one entertainment events website, and a global leader in ticketing solutions.

An exciting opportunity has arisen for a skilled and experienced Customer Solutions Manager to join our team in Sydney.

Reporting to the **Head of Customer Solutions, **this role will be responsible for building a culture of customer experience from the inside out, providing a productive and motivating environment to the team, directing channel workflow and agent productivity, increasing customer satisfaction and ensuring agents are meeting their KPIs.

**The Role**

As the Customer Solutions Manager, you will:

- Take ownership of escalation and follow up to resolution.
- Ensure effective and efficient communication and processes are in place to ensure optimised operations across the organisation.
- Improve customer service experience, engagement and reach.
- Deliver project objectives and plans.
- Provide analysis and reporting on data and allocate resources to maximise efficiency.
- Achieve strong relationships across a complex stakeholder group
- Ensure Ticketek operations meet governance standards and practices

**In the Role you will need to show**:

- Demonstrated customer service/inbound call centre experience is **essential.**:

- Demonstrated inbound and outbound call centre experience is highly **desirable**.
- Strong leadership and communication skills to effectively manage the team.
- Highly goal-oriented with a strong focus on delivery.
- Ability to work under pressure, priorities and communicate under tight timelines.
- Possess the intellect, cultural competency and flexibility to work effectively in a collaborative, values-driven and energetic team.
- Strong analytic, organisational and problem-solving skills, which support and enable sound decision making.
- Ability to work effectively within a customer service team with cross-functional responsibilities, ability to delegate work, and follow-up on performance as required
- Demonstrated experience and proven track record of leading a business agenda and understanding the competing areas of creativity and commerciality.

At Ticketek all your hard work in helping change the way we interact with clients and customers will not go unnoticed. In return we support and reward great performance by offering competitive salaries, employee benefits and incentives.

**So, what does Ticketek offer?**

**At Ticketek all your hard work in helping change the way we interact with clients and customers will not go unnoticed.**

In return we support and reward great performance by offering competitive salaries, employee benefits and incentives.
- Training and Development
- Flexible Working Arrangements
- Birthday Leave
- Gym Membership Perks
- Free Advice and Support (EAP)
- Flu Vaccinations
- Learning Opportunities and support
- Company Paid Parental Leave
- Complimentary tickets to selected events
- Going the Extra Mile (GEM) Awards and Service Awards
- Opportunities to support our community and partners

TEG is a global leader in Live Entertainment, Ticketing and Technology. Every day TEG connects fans to experiences and customers with brands. We are proud partners of some of the world’s largest and most iconic venues as well as leading event promoters globally. TEG operates worldwide out of seven country offices and includes Ticketek, Ticketek Marketplace, Ticketek UK, Ticketek New Zealand, Ticketek Malaysia, Ticketek Philippines, Eventopia, Softix, TEG Live, TEG Dainty, TEG Sport, TEG Van Egmond, Laneway Festival, Handsome Tours, SXSW Sydney, TEG Theatrical, MJR Presents, TEG Lifelike Touring, TEG TES Live, Brickman, TEG Rockefeller, Rugby Live, TEG Europe, Propaganda, TEG USA, Qudos Bank Arena, FAN+, VIP NOW and Ovation.

TEG is an equal opportunity employer committed to embracing a diverse and inclusive work environment.

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