Ticketing & Operational Systems Coordinator - Sport Travel
Ticketing & Operational Systems Coordinator
Mike Burton - Destination Sport Group
This is a hybrid role based in our Gloucester office, you must live within a commutable distance.
As part of Destination Sport Group (“DSG”), Mike Burton create and deliver major brand, customer and revenue focused ticketing and travel programmes around the globe, working in direct partnership with organisations that include the British & Irish Lions and England Rugby. https://mikeburton.com/
Due to another exciting year of growth across Mike Burton Group, we’re looking for a Ticketing & Operational Systems Coordinator to play a central role working with various internal teams including Product, Customer Service & Operations alongside key external suppliers.
No two days are the same in this broad role but on a typical day you will
Be involved in the four areas of the teams’ operation, dependent on the workflow and priorities throughout the year:
Operational Systems
Once tour packages have been created by the Product Team, ‘build’ these packages in our reservations system (Tourplan) prior to sale to enable Operations & Customer Experience teams to manage inventory in bookings
Learn the Product to be able to assist internal operational teams with understanding of the built packages
Check built packages in Tourplan and liaise with internal teams to ensure they are accurate and sale ready
Review the build process after each major launch, and later event delivery, to identify areas where efficiencies can be made and learnings applied
Learn our operational processes to continually review and consider best practice as well as assist the operational teams with reporting on booking quantities and inclusions
Reservations
Building on the knowledge gained from the Product build; once packages are launched, process customer booking confirmation documents across all projects in a timely and efficient manner, forming the legal contract with the client
Identify & escalate bookings requiring a triage process due to customer requirements/requests
Liaise with colleagues to ensure the process is as efficient as possible
Ticketing
Manage match ticket inventory ensuring that internal systems are up to date and accurate
Build excellent relationships with business stakeholders
Allocate tickets to clients in a logical and thought-out manner
Co-ordinate the ticket distribution process using a variety of systems depending on the Home Union (e.g. digital/mobile app based, PDF, physical tickets)
Your stadium knowledge will become spot on, so research is key to be able to answer internal queries and present findings
Liaise with colleagues and suppliers to help promptly address and answer our customers’ questions to ensure we deliver an exceptional customer experience
Undertake worldwide travel as required for the purposes of familiarisation and/or operational event delivery
Health & Safety
Co-ordinate the tracking by internal teams of the operational health and safety auditing of suppliers (hotel accommodation, coach transport, event venues etc) to ensure all suppliers used have an up to date completed health and safety audit in place
Assist the Playing Tours Operations Team to ensure School Playing Tours inclusions meet health & safety requirements; background guidance will be provided
Build excellent relationships both inside and outside the business to ensure the auditing process is as efficient as possible
To be successful within this role, our ideal candidate will:
Be a flexible, operationally minded person who’s highly organised, with the ability to co-ordinate competing demands whilst delivering to tight timelines
Be meticulous and conscientious with a high level of attention to detail
Thrive in high pressure situations to meet deadlines and be able to use their own initiative to problem solve
Be a great team player with a ‘can-do’ approach, happy to ‘help out’ in other areas that will only grow your experience and opportunities
Have a strong working knowledge of Microsoft Office programmes (Word, Outlook, Excel and PowerPoint)
Have a flexible approach to work and happy to work weekends and evenings, where required
Have the ability to think logically and consider all relevant aspects
Knowledge and experience of sports travel would be desirable but isn’t essential
In return we offer
The opportunity to work with world class professional sporting clubs
Hybrid working model
Highly competitive salary
Guaranteed day off on your birthday
The opportunity to sample top level hospitality packages at stadiums across the world
Supplier hosted networking events
Company funded parties
Opportunity for progression
Funded training
Access to wellness hub with various discounts including discounted gyms & retail providers
Access to discounted hotels & sporting event tickets