Customer Solutions & Groups Manager

About Ticketek Entertainment Group

Ticketek Entertainment Group is a global fan experience company that tickets, promotes and delivers live experiences that are impossible to forget.  In a distracted world where nothing beats real human moments, We make life better live!

Our Group includes; our Fan Experience Platform (Ticketek) that sells tickets and provides value added services, Event promoting, with businesses across Touring (TEG Touring), Sport (TEG Sport), and Family Experiences (TEG Experiences) and our digital business (Ovation) which focuses on delivering seamless data-driven outcomes for our fans and partners.

About The Role

Lead our customer service team to deliver exceptional support while driving growth in our Groups ticketing business.

We're seeking a commercially-minded professional to oversee customer service operations, manage escalations, and champion service improvements across the organization. You'll build strategic relationships with Groups clients, identify revenue opportunities, and ensure all bookings are handled with excellence.

The ideal candidate brings proven leadership experience, commercial acumen, and a passion for delivering outstanding customer experiences that drive business results.

Requirements

What does a day in the life look like?

Customer Service & Experience leadership

• Lead and inspire our Customer Service team across phone, email, live chat, and social media

• Champion a customer-first culture and embed customer insights into business decisions

• Set service standards, conduct quality reviews, and identify improvement opportunities

Groups Ticketing Oversight

• Manage the complete Groups booking journey with precision and care
• Build lasting relationships with Groups clients to drive retention and growth
• Partner with Marketing to maximize Groups campaigns and opportunities

Escalation & Compliant Management

• Handle escalations with expertise, ensuring fair and swift resolutions
• Support formal complaint responses and maintain comprehensive records
• Provide insights for monthly leadership reporting

Team Management & Workforce Planning

• Oversee daily operations, recruitment, and strategic workforce planning

• Create monthly rosters and manage peak period resourcing

• Coach and mentor team members to build capability and confidence

Contract & SLA compliance

• Ensure consistent delivery against SLAs and contractual obligations
• Monitor KPIs and proactively address performance risks
• Collaborate across teams to exceed service expectations
• Analyze service data to identify trends and improvement opportunities
• Create clear reports that inform operational decisions
• Share frontline insights to shape service strategy and technology enhancements

Omnichannel support Expertise

• Serve as subject matter expert across all customer touchpoints
• Stay ahead of platform updates and evolving customer expectations
• Guide service innovation with real customer insight

About you

• Leadership Excellence: 5+ years in senior customer service roles, with proven success leading teams across phone, email, live chat, and social media channels

• Operational Expertise: Strong track record in managing escalations, complex complaints, and formal dispute resolution processes, including regulatory correspondence

• Technical Proficiency: Hands-on experience with contact centre systems (Zendesk, Amazon Connect preferred) and intermediate Excel/Word skills for data analysis and reporting

• Service Management: Demonstrated ability to implement service standards, conduct quality reviews, and manage Groups/high-value client relationships

• Strategic Insight: Skilled in developing reports, analyzing performance trends, and translating data into actionable business improvements

• Compliance Focus: Deep understanding of SLAs, service contracts, and KPI management with proven ability to mitigate operational risks

• People Management: Experience in workforce planning, roster management, team coaching, and driving performance through change

• Communication Skills: Exceptional written and verbal abilities, with talent for representing customer voice and advising on communication strategies

• Personal Qualities: Calm under pressure, detail-oriented problem-solver with a customer-first mindset and collaborative approach to building positive team culture

Benefits

Here’s a taste of what TEG offers: 

• Complimentary event tickets
• Birthday and volunteering leave
• Wellbeing discounts & flu vaccinations
• Paid parental leave & free employee support (EAP)
• Global rewards and recognition
• Learning, development & career pathways
• A diverse, inclusive, and passionate team

Equal opportunities

TEG is an equal opportunity employer committed to embrace diversity, respect, and care for our people and communities. 

If there are any adjustments that need to be made to ensure you have a fair and equitable experience in our recruitment process, please advise us when scheduling your interview. 

*Only direct applications will be considered. No recruiters please*