Supporter Services Supervisor

As the Supporter Services Supervisor you will be responsible for managing the Bristol Sport Supporter Services team to deliver ticket sales, respond to enquiries and fulfil ticket and membership sales. You will need to support and motivate your team to deliver excellent customer service as well as looking for opportunities to meet the wider team’s Key Performance Indicators (KPIs) and targets.

Key Responsibilities

• To manage the day-to-day operation of the Supporter Services department ensuring a smooth customer experience on the phone, email, online, and at the Ticket Office on a matchday.
• To ensure all Supporter Services team members are fully trained, committed, and motivated to deliver a helpful and informative service to all our supporters including dealing promptly and effectively with any complaints.
• To manage the Supporter Services team including the matchday rotas, annual leave requests and other line management responsibilities such as conducting performance reviews.
• To run the Ticket Office on their scheduled matchdays, supervising a team of matchday casual staff and liaising with other teams where needed.
• To regularly report on email and phone call data and recommend process improvements to work towards agreed KPIs.
• To propose a set of performance standards for the team in relation to conversion of calls to bookings, the number of unanswered calls, product upgrades.
• To be the first point of escalation for complaints and supporter feedback. To resolve complaints in a timely and appropriate manner and suggest solutions to stop repeated complaints of a similar nature.
• To lead on other operational projects as and when required.
• To liaise with the Ticketing Executive to provide supporter feedback in order to improve the online customer journey. 
• To assist the Ticketing & Revenue Manager in any relevant tasks related to the department.

Key Objectives (KPIs)

• Work towards our Service Level Agreements (SLAs) in terms of turnaround time for replying to supporter emails
• Effective management of the Supporter Services team
• Manage the Ticket Office on matchdays
• Work towards our sales targets and motivate the team to achieve them

Essential Skills

• Ability to manage a team
• Passion for customer service
• Can-do attitude and proactive
• Desire for continuous improvement
• Attention to detail
• Ability to lead by example

Desirable Skills

• Interest in sport or events
• Confidence in working in a target driven environment

Training

• Induction training on the ticketing and phone systems will be provided

Health and Safety

• Responsible for ensuring all health and safety procedures are followed at all times, with relevant paperwork to support
• To ensure all employees complete their training required to do their job 
• Report all incidents and accidents as required
• To report any hazards detected
• To complete and review the risk assessments for the department

Human Resources Activities

• Support a departmental induction program for employees to receive the appropriate new hire training to successfully perform their job
• Ensure employee understand expectations and parameters
• Participate in the employee performance appraisal process, providing constructive feedback as needed
• Ensure employee holiday allocation is utilised on a quarterly basis
• Lead in the recruitment of new employees ensuring best practice and hiring the right applicant for the role