Customer Experience Manager
Employer: Ticketsolve
Location: Remote, UK or Ireland based. Some travel and occasional overnight stays for meetings or training may be required.
Working hours: Full time, 35 hours per week, Monday – Friday.
Salary: £37,500 – £42,500 / €43,00 – €48,000 depending on experience
Closing date: 5pm Friday 24 October
-
About Us
Ticketsolve is a leading ticketing, marketing, CRM, fundraising, and membership platform, supporting 390+ organisations across the UK and Ireland, including theatres, arts venues, galleries, attractions and festivals.
For 18 years, we’ve evolved alongside our customers, delivering cutting-edge solutions and expert guidance. Our growing team – specialists in commerce, software, and events are dedicated to understanding our customers’ needs and ensuring Ticketsolve drives their success.
About the Role
Ticketsolve is an organisation dedicated to providing exceptional customer service and this role ensures that all areas of our operations department are keeping service standards up to our expected quality. This role focuses on; listening to customer feedback and ensuring it is carefully considered in our support provided, working collaboratively across the various strands of operations to ensure processes are implemented and updated while overseeing a cohesive, excellent team that are continually improving product knowledge and driven to achieve our wider strategic goals.
We view this new role as the perfect opportunity for someone who is passionate about ensuring excellent customer experience is at the heart of all aspects of what a support team should aim to achieve everyday, while ensuring internal processes are streamlined and effective to best support our Ticketsolve community.
Key Responsibilities
Work collaboratively with the Head of Support to ensure that all daily customer service requests are proactively monitored and meeting set targets.
Manage the teams performance and leading on individual monthly 1:1’s with clear measurable targets, providing feedback when required and conducting performance reviews.
Work cohesively across operations to ensure processes are implemented and improved throughout teams such as Support, Onboardings and Customer Success in line with our targets.
Lead the direction of customer service in the department by running Support monthly, quarterly and annual OKR’s.
Oversee daily scheduling requirements for Support such as rotas, leave requests, training delegation and onsite-meetings to ensure consistent support levels.
Act as a necessary escalation point for complaints, escalations and project-evaluations to ensure clear actions and procedural improvements.
Assist in team procedural requirements such as employee recruitment, onboarding and ensuring training requirements are met.
Provide senior leadership with weekly performance updates in Support metrics such as FRT, CSAT, TTR and project updates.
Run regular quality checks on customer calls and tickets, giving feedback and refreshers so the Support team stays sharp and consistently delivers a high standard of service.
Partner with Product to ensure regular development requests and features are considered in relation to customer needs and feedback.
Provide strategic outlines and plans of new processes to senior leadership required to ensure customer service standards are constantly improving with our fast-growing customer base.
Assist the Head of Operations and Operations Manager in any additional tasks that require a focus on customer service standards.
Lead by example in building a culture of accountability, clarity, and continuous improvement across the operations team.
Nurture an inclusive culture where we aim high and look after each other’s wellbeing.
About You
3+ years experience in customer/visitor/operational service delivery management in a similar role.
Proven record of process improvement and meeting high-level targets in a fast-paced work environment.
An empathetic, hard-working and driven people manager who has vast experience managing teams of all sizes.
Strong working knowledge of Ticketsolve or similar arts and culture ticketing platform, with hands-on experience using it to manage customer operations and support.
Helpdesk expertise (ideally Zendesk): workflows, automations, reporting, QA, and knowledge systems.
Comfortable leading high-pressure incidents and post-mortems, with a focus on prevention.
Strong cross-functional collaborator who is driven to providing clarity and structure through continual process improvement.
Strategic-thinker who has experience working alongside technical development teams to deliver and implement functionality.
Data-driven decision-maker with commercial acumen and true customer empathy.
A strong working knowledge and experience working with the arts and culture sector within the UK and Ireland. Knowing the organisational structure of our customer base is essential.
Why Join Ticketsolve?
We offer a range of benefits designed to support our team’s personal and professional growth, including:
Remote or hybrid working options
25 days annual leave, plus public holidays, with additional leave for long service
Enhanced maternity & adoption leave
Competitive pension scheme (up to 5% contribution)
Professional development opportunities
Regular team social events and an annual company retreat
Travel expenses, and per diems for work-related trips
A supportive management team, focused on career growth and CPD opportunities
We are an Equal Opportunities Employer and welcome applicants from all backgrounds.
The Work From Home Hub is dedicated to finding and sharing remote and hybrid job opportunities across the UK. The content available on theworkfromhomehub.co.uk is intended for general informational purposes only. While we strive to ensure the information provided is accurate and reliable, we make no guarantees or warranties, expressed or implied, regarding the accuracy, adequacy, validity, reliability, availability, or completeness of the information presented on our site.
Are you looking for a new role or a change in career?
At CV Prime, we support job seekers at all stages in their career with CVs, cover letters, personal statements, interview skills and more.
Contact CV Prime for a free CV review, or to see how we can help you
This page may contain adverts for products and services tailored to those seeking homebased roles or already working remotely. These adverts help The Work From Home Hub source and share more job opportunities to our community. Support our mission - become a partner today.
