Ticketing Coordinator, Lift109

Who We Are:

IMG is a global leader in sports, fashion, events and media. The company manages some of the world’s greatest athletes and fashion icons; owns and operates hundreds of live events annually; and is a leading independent producer and distributor of sports and entertainment media. IMG also specializes in licensing, sports training and league development. IMG is a subsidiary of Endeavor, a global sports and entertainment company.

Endeavor is a global sports and entertainment company, home to the world’s most dynamic and engaging storytellers, brands, live events and experiences. The company is comprised of industry leaders including entertainment agency WME; sports, fashion, events and media company IMG; and premier mixed martial arts organization UFC. The Endeavor network specializes in talent representation, sports operations & advisory, event & experiences management, media production & distribution, experiential marketing and brand licensing.

Purpose:

Opened in November 2022, LIFT 109 is a brand-new London attraction located within the Battersea Power Station campus comprising retail, food and beverage, leisure activities, and office and housing space.

The experience begins in Battersea Power Station’s historic art deco Turbine Hall A where an interactive multi-media exhibition charts the industrial history of the power station, its architectural prominence as part of the city’s skyline and its enduring presence within popular culture.

Visitors then take an exhilarating elevator ride up the inside of one of the building’s iconic chimneys. At the top, from a viewing platform 109-metres above ground, they take in a unique panoramic 360-degree view of the city. The experience ends at a dedicated retail store where visitors are able to purchase a keepsake of their visit.

What You'll Do:

The Ticketing & Customer Service Coordinator performs a multi-faceted role working alongside a small operations management team and in addition to delivering customer service excellence, the incumbent will have responsibility for coordinating the ticketing function, supporting increasing revenue across all channels through working with relevant stakeholders and partners.  

Key Responsibilities Include:

Ticketing

• Support the operations management team in the maintenance of the ticketing system (Accesso)
• Be the key point of contact for Accesso, managing day-to-day admin requests, inventory allocations, product set up, partner integration and relationships, and finance.
• Ensure pricing strategies are executed with accuracy and efficiency.
• Contribute to target and forecasting processes, enabling data-driven decision-making.
• Working with the management team, planning and deliver year-round trade and education strategies identifying, developing and integrating relevant partnerships and associated revenue streams.
• Develop and implement tactics to enhance the customer experience, expand the attraction’s B2C and B2B reach, and maximise revenue.
• Develop the education and concierge programme to help deliver sales and revenue.
• Work closely with Finance team to ensure efficiency across all related processes; reconciliation, invoicing and payment, settlements and refunds.
• Ensure accurate and timely reporting and reconciliation of the ticketing function.
• Cultivate effective relationships with internal and external stakeholders, and partners.
• Keep abreast of current trends and best practice in ticketing operations.
• Liaise with group organisers and third-party sales partners, delivering the highest levels of customer care.

Customer Service

• Establish and nurture excellent relationships with all stakeholders who are critical to the success of the attraction.
• Ensure the delivery of a memorable and interactive experience to all our guests through Duty Management shifts.
• Proactively resolve guest complaints and track through to complaint resolution.
• Handle complex and escalated customer service issues (including customer recovery for major incidents).
• Analyse and report customer feedback to ensure continuous improvement.
• Ensure all attraction hosts are trained in customer service to ensure consistency of guest experience.
• Develop and analyse internal processes and implement changes to improve operational efficiency.
• Work with Senior Management to establish customer service KPIs and ensure we meet or exceed them
• Provide monthly customer service reports to the Senior Management team identifying and flagging trends.

You Will Have The Following Strengths:

• Excellent attention to detail.
• A real passion for delivering the highest standards of customer service.
• Excellent verbal and written communication skills.
• A methodical approach to problem solving.
• Diplomacy
• Ability to develop collaborative working relationships with key stakeholders.
• In depth knowledge of standard office-based systems, Excel, Word etc. and the ability to learn new software/systems.
• Experience with Accesso (or similar systems), databases and/or customer relationship management
• An understanding of the UK trade, groups, concierge and education market
• Strong IT proficiency and an ability to learn new software & systems
• Previous customer service and guest interaction experience, ideally gained within a visitor attraction or leisure related business.
• Highly numerate and excellent attention to detail
• Managing a varied workload, the ideal candidate will also have experience working in a fast-paced environment.

Your Career at IMG:

IMG is highly invested in the career development of its employees. If successful in your role, it should provide you with a stepping stone to the next stage and beyond. For example, a role that people previously advanced to from the role or the level of this position is Senior Digital Manager or Consumer Marketing Director. It is important to note that while most people look at the position of their line manager as the next step, there is significant opportunity for cross-promotion across the many different divisions of the company. This is possible because of the vast scope of our company and will be strongly encouraged.

As a valued employee you will have access to development tools including the Events Leadership Academy and the Events Mentoring scheme to support your career and personal development with IMG.

Our Values:

• We are fueled by Persistence, adapting and seeking solutions in the face of challenges.
• We support and elevate diverse voices, promoting equity and Inclusion within our company, industries and community.
• We operate with a spirit of Entrepreneurialism, a willingness to take risks and mindset that is built to disrupt.
• We rely on Collaboration across our network to power culture and unite people around the world.
• We hold ourselves to the highest standards of Excellence in every aspect of our work, including how we interact with one another, our clients and our partners.

Our Work Ethic:

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we harness the entirety of our company and lead with a lens of diversity, equity, and inclusion in everything we do. It means that we engage in anti-racism and ally-ship the way we do anything. Fiercely and fearlessly. As a global company that drives culture we endeavor to reflect the world’s diverse voices both internally and externally to ensure success in our mission.

If you require reasonable accommodation during the application and selection process, please let us know. We will work together to best meet your needs.

The Process:

We appreciate the time take to apply for the role and your recent interest in IMG. We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately, due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion and wish you all the best in your search.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world’s diverse voices.

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world’s diverse voices.  

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.