Job Advert Reference: AFCB0019
Title: Ticketing Services Representative             
Reports to: Senior Ticketing Manager     
Location: Vitality Stadium
Contract: Permanent, Full Time

About AFC Bournemouth

Entering an exciting new chapter in its long and storied history, AFC Bournemouth is proud to retain its focus on family and community. Delivering that engagement with our loyal supporters is a passionate and integrated backroom staff, working closely together to provide a positive and lasting experience for all at Vitality Stadium.

Since its takeover by chairman Bill Foley, in a partnership including Hollywood actor Michael B. Jordan, the club has seen significant investment committed towards sustaining AFC Bournemouth in the Premier League, highlighted by the construction of a state-of-the-art training facility and the arrival of promising young talent from top clubs around Europe.

We would like to open out this job vacancy to those who are looking for part-time work and available to explore the potential of a job share. If you would only be able to take up the role if a job share was available, please state your available working times and we can consider this.

Job purpose

To ensure that all supporters have the best ticketing experience possible, throughout the season and on matchdays.

Being proactive and going the extra mile to ensure that all customer service queries by supporters are dealt with maximum efficiency and quality.

The day to day 

Located with the AFC Bournemouth ticketing team at Vitality Stadium, delivering a high level of customer service over the phone, in person and through written communication. 

Main Duties

• Processing ticket sales, memberships, ballots and away travel through the ticketing platform
• Processing ticketing applications, in a polite, courteous and professional manner
• Ensure that inbound emails and phone calls to the ticket office are answered promptly and in a professional manner
• Complete call campaigns to assigned base of supporter accounts
• Receive, count, track, record and secure all payment methods on behalf of the club
• Ensure customer credit/debit card details are secure and PCI compliant
• Provide information and a high level of customer service assistance to all supporters
• Support the ticketing management team
• Provide general administration and postage fulfilment as required by the ticket office staff
• Adhere to a strict code of confidentiality in respect of any information relating to AFC Bournemouth
• On a matchday, working sales or collections windows to provide an efficient and professional service to all matchday guests
• Be presentable at all times when working and demonstrate you can represent the face of the club in the manner expected.
• As a member of staff to ensure in all matters, you follow and actively promote the club’s mental health policies and practices to ensure an open, non-judgmental and inclusive environment for everyone engaged with the club
• As a member of staff to ensure that you to adhere to the club’s safeguarding policies and procedures and are committed to our safeguarding values, creating a safe and positive environment for all those who interact with the club.
• Obligation to adhere to the club’s health and safety policy and procedures.
• As a member of staff to ensure in all matters you follow and actively promote the club’s equality policies and practices to ensure a welcoming, safe and inclusive environment for everyone engaged with the club.

Key knowledge

• Exceptional customer service.
• Excellent organisation and time management.
• Evidence of good verbal and written communication skills.
• Ability to work effectively under own initiative and to anticipate and prioritise different workloads.
• Ability to communicate concisely, assertively and effectively with external and internal stakeholders, at all levels of the organisation.
• Excellent IT skills.
• Previous experience in a similar role would be preferred.

Person specification

The Club’s values are at the core of its staff behaviour and how they approach everything they do, therefore we are looking for someone is honest, inclusive, kind, hardworking and loyal.

Please note this role does require the incumbent to be available for work over evenings, weekends and bank holidays when required.

Staff benefits

In return for your hard work and commitment to us, you will receive a competitive reward package which will include, but is not limited to:

• Free onsite parking.
• Season ticket and allocation of complimentary/purchased tickets.
• Subsidised lunches and complimentary healthy snacks throughout the day.
• Discounts at the club Superstore.
• Contribution towards eye tests and glasses.
• Discounts and benefits from partners and local businesses.
• Club pension and life assurance scheme.
• Employee assistance programme (EAP) by Health Assured.
• Paid parental leave (bank of five days per year).
• Club events or other social events throughout the year run by our club social team.
• Paid volunteer opportunities (two days per year).
• Paid day’s leave on your birthday.

How to apply

Please send your application form to [email protected] by Friday 5^th April 2024. You can download the form by clicking here, don't forget to add the job advert reference number AFCB0019.

AFC Bournemouth is an equal opportunities employer and ensures staff and volunteers are able to achieve their full potential.

We take pride in our approach to diversity and inclusion and embrace the opportunity to build a workforce that reflects the diversity of our society. We take our responsibility seriously, to consider qualified candidates on the basis of merit regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other characteristic protected by law.

We actively encourage applications from women, individuals with disabilities, and individuals from ethnically diverse communities.

For further information on accessibility within the stadium please click here.

AFC Bournemouth is committed to protecting all children, young persons, and adults at risk in its care or attending its premises and expects all staff and volunteers to share the same commitment. 

For all positions where a DBS check is required, an offer of employment will be subject to receipt of satisfactory disclosure at the appropriate level.

Any and all potential agreements, relationships or commitments that could be considered a conflict of interest should be disclosed upon application to this vacancy by emailing [email protected]. You will also be asked whether you have any conflicts to disclose upon receipt of your application.

Satisfactory references will be required for all positions, your eligibility to work with the club will be subject to receiving appropriate referencing.

We strive to create a positive and safe environment and ensure all who interact with the club feel safe, protected, and heard.

AFC Bournemouth can exercise their right to perform external searches and to confirm information provided by candidates. It does not retain any data during this process.