Job Description

About Ticketek & TEG

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.


In the UK, Ticketek delivers end-to-end ticketing services for a broad range of venues and event organisers, putting fan innovation at the heart of everything we do.

The Role

As a Customer Solutions Manager, you will report directly to the Head of Customer Solutions and lead a small team, providing guidance, support, and direction to ensure high service standards are consistently met.



You will engage with customers across phone, email, and social media, ensuring all enquiries are handled efficiently and resolved within agreed SLA targets. Your responsibilities will include managing both general and complex enquiries, and ensuring the team is fully equipped with the appropriate tools and information to deliver excellent service. You will also work closely with the Client Services team to investigate and resolve any issues related to event on-sale and pre-sale activity.


Please note: The role is Monday - Friday 9:00am - 5:00pm, with some weekend work required.


Based in London, the role is hybrid with a minimum of 3 days in the office.

Requirements

As a Customer Solutions Manager, you will:

Respond to customer enquiries across multiple channels, including phone, email, social media, and Trustpilot Print and pack tickets for customers attending upcoming events, where required Produce weekly reports for clients Lead the team and provide support with complex or escalated cases Collaborate effectively with a wide range of internal and external stakeholders Work on event days, including weekends, during peak periods Demonstrate flexibility to meet the needs of the business Deliver in-person and virtual training sessions for clients and external agencies, as required Develop comprehensive training materials and documentation to support new projects and client onboarding

The Person

We're looking for someone who:

Experience in Omni-channel support - Phone, Email, Social & Trust Pilot Platform - Required Previous experience in sales over the phone (processing orders, invoicing, etc.) - Required Has proven customer service experience across phone, email, and CRM systems. Specifically Zendesk. At least 1 Year Experience - Required Communicates with confidence, style, and professionalism across all levels of business relationships Is adaptable and able to thrive in a fast-paced, ever-changing environment Demonstrates strong problem-solving skills, with the ability to design and implement innovative solutions to everyday challenges Has excellent time management skills and can effectively manage competing priorities and deadlines Possesses a strong attention to detail Can quickly build rapport and develop positive, long-lasting client relationships Is a collaborative team player, motivated to deliver exceptional results

Benefits

So, what does Ticketek & TEG offer?

Culturally, we are ambitious, innovative and commercially driven, operating in a fast-paced environment that focuses on developing our people's strengths and talent. This collaborative culture has been central to our success, with teams motivated to consistently exceed expectations.


Our people enjoy a wealth of benefits including:

+ 23 days annual leave plus Birthday leave + Enhanced pension contributions, sick and family leave
+ Complimentary tickets
+ Recognition Awards
+ Employee Assistance Programme

Applying for this role

At Ticketek and TEG, we are committed to fostering an inclusive and balanced workforce, supported by policies and processes that put this at the heart of our strategy. We welcome applications from all suitably qualified candidates, regardless of gender, gender identity, disability, marital or parental status, racial, ethnic or social origin, colour, religion or belief, or sexual orientation.


We strive to make our recruitment process accessible and inclusive for everyone. If you require any adjustments to ensure a fair and equitable experience, please let us know when scheduling your interview.


To apply for this role, please send your CV, and cover letter detailing your salary expectations to: careers@tegeurope.com

Please know you must have the right to work in the UK to be considered for this role.