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Role
Contact Centre & Customer Service
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Salary
Competitive
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Hours
40
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Type
Permanent - Full Time
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Closing Date
17-09-2023 at 23:59
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Location
1st Floor, The Yard
Sunderland
Tyne and Wear
SR1 3AW -
Downloadable Job Files
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Head of Contact Centre
The Ambassador Theatre Group is an extraordinary success story in the live entertainment industry. Founded in 1992 in the UK, we’ve grown into the world’s number one live-theatre company today. We cover every discipline in the theatre industry, from operating venues to producing shows and ticketing, through our industry-leading sites ATGtickets.com, LOVEtheatre and Group Line. We are passionate about great shows and our ambition is to help them find the largest possible audiences.
Our Sunderland-based Contact Centre teams work to offer those audiences the highest level of customer care possible. Whether by traditional or new channels, such as our Zendesk-powered help centre and digital assistant, we aim for a best-in-class customer experience that matches the high quality of shows we present.
As Head of Contact Centre you’ll be responsible for leading a team of c.57 FTE, including four direct reports responsible for customer care, systems and resource planning, group ticket sales and administration. You’ll bring your leadership and coaching skills, varied experience and knowledge of contact technology to help us remain up-to-date with best practice and deliver the effective, responsive service our customers expect.
You’ll look to the future to shape customer service at ATG, ensuring we adapt to our customers’ needs, spot where we can add value towards the company’s wider ambitions and support the long-term development of your team.
Ours is a single site contact centre based in The Yard, a newly redeveloped office space in Sunderland city centre – only a short walk from our spectacular Sunderland Empire, The West End of the North East. Your colleagues will be spread across the whole of the UK, as this role and your decisions affect all our UK venues as well as our central services teams based in London and Woking. People are crucial to our business; we’re looking for someone who can deliver objectives by bringing the best out of their team and building positive relationships across the wider company.
Interested? Please click on the link to view our full Job Description! Informal enquiries are also welcome; please contact categordon [at] theambassadors.com with questions.
We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.
If you’d like to discuss accessibility prior to applying, please review our job description where you will see a contact e mail address to request a confidential discussion.
We are proud to be an equal opportunity employer and strive to provide a stage for everyone. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture. Find out more about us and our values at atg.co.uk and careers.atg.co.uk
Closing Date
17-09-2023 at 23:59