Customer Service Manager

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As the Customer Service Manager 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.

• 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.
• Ensure all Supporter Services team members are fully trained, committed, and motivated to deliver a helpful and informative service to all supporters, including dealing promptly and effectively with any complaints.
• Manage the Supporter Services team including matchday rotas, annual leave requests and other line‑management responsibilities such as conducting performance reviews.
• Run the Ticket Office on scheduled matchdays, supervising a team of casual staff and liaising with other teams where needed.
• Report regularly on email and phone call data and recommend process improvements to work toward agreed KPIs.
• Propose performance standards for the team in relation to conversion of calls to bookings, the number of unanswered calls, and product upgrades.
• Act as the first point of escalation for complaints and supporter feedback, resolving complaints in a timely and appropriate manner and suggesting solutions to eliminate repeated issues.
• Lead on other operational projects as and when required.
• Liaise with the Ticketing Executive to provide supporter feedback to improve the online customer journey.
• Assist the Senior Ticketing Manager with any relevant departmental tasks.

• Work toward Service Level Agreements (SLAs) for replying to supporter emails.
• Effectively manage the Supporter Services team.
• Manage the Ticket Office on matchdays.
• Achieve sales targets and motivate the team to meet them.

• Extensive experience managing and developing a team.
• Passion for delivering excellent customer service.
• Strong problem‑solving and decision‑making skills.
• Desire for continuous improvement.
• Attention to detail.
• Ability to lead by example.

• Interest in sport or events.
• Confidence working in a target‑driven environment.
• Contact Centre experience.

• Induction training on ticketing and phone processes systems will be provided.

• Support a departmental induction program for new hires.
• Ensure employees understand expectations and parameters.
• Participate in the employee performance appraisal process, providing constructive feedback as needed.
• Ensure employee holiday allocation is utilised quarterly.
• Lead recruitment of new employees, ensuring best practice and hiring the right applicant for the role.

Hours:

5 out of 7 days, including home match days, evenings and weekends.

Salary: up to £38,000 per annum.

Equal Opportunities
We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

Safeguarding
Ashton Gate Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment.

Due to the nature of the role, this position is subject to an enhanced DBS check.