Operations Manager JD v2

Minor Tickets Limited
Operations Manager
Job Description
Location: London, SE1
Type: permanent, immediate start
Salary: £25-28k depending upon experience
Minor Tickets is a new ticketing and marketing agency set up by the team behind Minor
Entertainment, a theatre production company that’s produced and toured the popular production of ‘In
the Night Garden Live’.
2015 is a big year for us and we’re setting up a small contact centre here in London, a fantastic new
website called familytickets.com and a ‘white label’ ticketing service that provides clever marketing
and box office tools to producers.
We’re looking for an operations manager to join us as a key member of our management team and to
help us build and run our infrastructure. This is a vital role for us and one that will shape the future
direction of our business.
For the first 6 months or so, the role will be all about helping us to build our business operations from
the ground up. Beyond that, the role will be more about developing our day-to-day operations in
tandem with our business plan, helping us to achieve our ambition of being the leader for reaching
family audiences and providing excellent ticketing services to a wide range of producers.
We’re looking for someone who understands ticketing inside and out, is a technology whizz and great
at looking after people. You’ll be responsible for everything that happens in our contact centre, and
will want to run a tight ship that means our customers have a brilliant time when they speak to us.
You’ll be adept at working in a fast-growing business that’s changing all the time, and you’ll be right at
the centre of driving us forward.
Responsibilities
Development phase
■ Implementation of our contact centre CRM system, Diabolocom Engage
■ Leading the procurement, installation and setup of our contact centre IT and telephony
systems
■ Setup and management of our ticketing system
■ Development and implementation of the contact centre operating schedule
■ Recruitment, contracting, training and management of a new contact centre team
■ Development of our daily contact centre operations, to include:
■ Development of financial reporting processes in conjunction with the Finance Director
and Managing Director
■ Development of client reporting processes for sales summaries, daily movement,
reconciliation and mark-back reports
■ Daily contact centre tasks, shift patterns and working practices
■ Customer service policies for all aspects of our day to day operations
Regular operations
■ In conjunction with the Managing Director, development and implementation of delivery plans
for each client contract we win
■ Overall responsibility for the management and operation of our contact centre
■ Ongoing responsibility for line managing our contact centre team
Minor Tickets Limited - Operations Manager - March 2015
1
■
■
■
■
Overall responsibility for how we talk to our customers across all of our sales channels phone, web chat, email (and maybe even the odd bit of post)
Control of the contact centre operational budget
Management of our day-to-day relationships with clients, their partner venues and our
technology partners
Regular internal reporting on key performance indicators for customer satisfaction, revenue,
costs and staff performance
Who we’re looking for
This role is key to the development of our business. We’ve listed specific skills and attributes below,
but overall we’re looking for someone who has the capability to be creative, flexible and dependable
as we build our operation.
You must have:
■ Significant and demonstrable experience of working in a box office, ticketing agency or similar
at a management level
■ Significant and demonstrable experience of providing excellent customer service at a
management level
■ Significant and demonstrable experience at recruiting and developing a frontline team in a
box office, call centre or ticket agency environment.
■ A clear understanding of the theatre, entertainment and ticketing sector.
■ Flexibility to work varying shifts within the core operating hours of our contract centre, to
include some evening and weekend working
■ Excellent interpersonal skills that you can bring to your communications over the phone, in
person and via email. You’ll also be able to make sure your team are able to use their
communications skills with customers to the best of their abilities
■ Unmatched customer service skills, even when the customer clearly is not right
■ An ability to manage other people using your influence to build positive, strong working
relationships
■ The ability to help your team work under pressure and to tight deadlines
■ Strong mathematical and analytical skills that you can draw upon in our day to day agency
operations. You’ll be proficient with Excel and won’t be put off by the odd pivot table or
VLOOKUP
■ An interest in IT and technology and how it can be used to help our business grow
■ A demonstrable ability to solve complex problems quickly, with a cool head
You might have:
■ A degree level or equivalent qualification in a related field such as as theatre, events and/or
marketing
■ Previous experience of a blended contact centre environment that manages calls, emails,
social interaction and web chat
■ A basic understanding of :
■ PPC advertising
■ email marketing
■ targeted database marketing
■ Google advertising products
■ Facebook advertising & promoted tweets
Other requirements:
■ You must be able to provide proof of your eligibility to work in the UK
■ You must be prepared to vary your working hours to meet the needs of the business. For
example, you may occasionally be required to provide sickness cover at short notice
■ Please provide us with two referees
Minor Tickets Limited - Operations Manager - March 2015
2
General information
The role is based on a 40-hour working week. Working hours will usually be within the core operating
hours of our contact centre of 08:30 - 21:30 Monday- Sunday.
Evening and weekend working will be required although usually for no more than 16 hours a week
and on a rota basis.
This position will be based at our offices in London, SE1. Occasional off-site visits to clients may be
required and these may involve working away from home overnight (although usually no more than
one night at a time).
What it’s like to work with us
We’re a friendly, hardworking bunch who are determined to make everyone think that ticket agencies
and marketing people are 21st century heroes. We’re not suit-and-tie types and we drink a lot of tea.
There’s no doubt that this is a job which will involve lots of hard work, lots of different kinds of skills
and some head scratching, but we work in a creative environment and we’re always ready to listen to
new ideas.
How to apply
Our recruitment process involves interviews, written tests at our offices and an online test you can
complete at home. If you are likely to need assistance with either of these elements because of a
disability, please indicate that on your application or contact us using the details below.
We are an equal opportunities employer and positively encourage applications from suitably qualified
and eligible candidates regardless of their sex, race, disability, age, sexual orientation, gender
reassignment, religion or belief, marital status, or pregnancy and maternity.
Applicants are invited to contact us for an informal discussion if they wish to ask about any aspect of
this role. Please call 020 3326 54 54 and ask to speak to Ben Park or Andrew Collier.
Please send us:
■ Your current CV, with details of the experience that is relevant to this position.
■ A covering letter that includes details of:
■ Your current notice period
■ Your current or most recent salary
■ What interests you about this position and how you think you could help us to
develop our business
■ What you hope to gain from this position in terms of your own professional and
personal development
■ Any other details that you consider to be relevant to us
We will interview applicants as soon as we receive suitable applications and the role will
continue to be advertised until the position is filled.
Please send your application to [email protected] using the subject line
‘Operations Manager Application’.
no agencies
Minor Tickets Limited - Operations Manager - March 2015
3