Closing date: 10th December 2014

An exciting and high-profile opportunity has arisen to work at one of the country’s most successful professional cricket clubs. Sussex County Cricket Club is recruiting a full- time Ticketing and Membership Supervisor. 

In this role, the successful candidate will be responsible for ensuring the efficient and accurate administration of the Club’s ticketing & membership service. This position will be located in the Club’s main reception area and will be the first point of contact for the general public and will be responsible for delivering the Club’s retail offering. The delivery of a consistently professional and welcoming service, aligned to the Club’s commitment to delivering an excellent client experience, is paramount to this position. 

In this role, the successful candidate will be responsible for supervising two part-time Membership Assistant/ Receptionists. 

The successful candidates will be proactive and self- motivated with a tireless commitment to delivering excellent client service. Strong organisational skills and advanced IT and administrative skills are a pre-requisite for this role. The successful candidate will be able to demonstrate excellent communication skills, in terms of both written accuracy and verbal articulation. 

For further information regarding the role, please visit our website at www.sussexcricket.co.uk. 

To apply, please send a covering letter setting out how you meet the requirements of the person specification along with your CV to Kay Gunn, Head of HR & Client Services at kay.gunn@sussexcricket.co.uk. 

Closing date for applications: 10 am on Tuesday 16 December 

Please note that late applications will not be accepted

Sussex County Cricket Club 

Job Description 

Job Title: Ticketing and Membership Supervisor 

Reports To: Head of Finance 

Location: Sussex County Cricket Club, Hove with some work at the outground cricket festivals 

Hours: Full time (Monday-Friday 9-5pm) with the requirement to work some Saturdays and all home match days (weekend and evening work) 

Remuneration: Salary commensurate with experience 

Role Purpose 

• To ensure the efficient administration of Sussex County Cricket Club’s ticket & membership service 
• Maximise every opportunity to increase sales of the Club’s membership, ticketing and retail offering 
• To provide a consistently professional and welcoming service to the general public in the main reception area of the Club 

Membership/Tickets 

• To sell memberships and tickets 
• To provide clear and accurate advice regarding ticket and membership packages 
• Identify ways to generate and increase membership sales and improve process efficiency 
• Provide an excellent client service experience to members to encourage repeat business and maximise sales opportunities 
• To ensure that ticket/membership transaction reports are delivered when required and that all revenue collected balances are correct and any anomalies are fully investigated and rectified 
• To implement the Club’s client service policy and processes for managing complaints, requests for information/action and interaction with members on a regular basis 
• To handle all website-driven client service requests and all member correspondence 
• To support the Club’s policy regarding the allocation of all complimentary tickets 

• For any cancelled/abandoned matches, to manage ticket refunds and complete associated accounts paperwork 
• Any other task related to the role and business objectives that the Chief Executive may deem appropriate 
• Responsible for the administration of the Seat for Life membership 
  

Retail 

• Work with the Head of Finance and Membership Assistant/Receptionists to consistently deliver excellent client service, exceed sales targets and provide a high quality retail experience to all the Club’s clients ( internal and external) 
• Ensure that the shop displays remained well- stocked with visible pricing 
• Administer and maintain all web-related information, including processing of on-line sales 
• Reconcile all financial transactions and report back to the Head of Finance 
• To set up and provide coverage at the temporary retail outlets at the outground cricket festivals 

Reception 

• Responsible for ensuring that the Reception function is run in a friendly, calm, efficient and professional manner 
• To ensure that telephone calls are answered in an effective and timely manner, passing on relevant messages 
• Responsible for maintaining and updating the ticket information line 

Administration 

• Maintain and order stationery across the Club, including organising paper collections 
• Monitor and maintain the franking machine and photocopiers 
• Responsible for the postal process across the Club (Neopost and Royal Mail) 
• To draw up a staff roster that ensures adequate reception cover during and off season 

Person Specification – Ticketing and Membership Supervisor 

Essential Criteria   

1. Qualifications   

• Degree or equivalent (desirable)   

2. Experience   

• Previous supervisory/ management experience ( essential) 
• Experience of working in a reception area of a business (essential) 
• Accustomed to working in a sales environment ( essential) 
• Previous experience in a client facing role (essential) 
• Experience of working with ticketing systems, preferably Pro-Venue (desirable) 
• Previous experience of working in retail (essential))   

3. Skills & Knowledge   

• Excellent demonstrable knowledge of client service principles, with an understanding of client expectations and how these can be met 
• Friendly and professional telephone manner 
• Accurate numeracy skills 
• Competent IT skills to include experience of: 

a. Producing clear written reports in Microsoft Word 

b. Producing and analysing data in Microsoft Excel 

c. Email applications such as Microsoft Outlook 

4. Personal Qualities   

• A proactive approach 
• Good clear communication skills and an ability to interact with our clients in a welcoming manner 
• An attention to detail 
• Resilient, with the ability to work calmly and politely under pressure, both on own initiative and as part of a team 
• A team player who can motivate and inspire others to achieve excellence 
• A professional attitude and appearance 
• A positive approach and a “can-do” attitude 
• A proven commitment to the provision of excellent client service 
• Flexibility with regards to working hours and patterns of working to include weekend and evening working 
• A commitment to continuous improvement