Date JD Completed: They will provide a first class service on behalf of Scotland and the Pro-Teams in terms of customer commitment.

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1 Scottish Rugby Job Description Job Title: Ticket Services Manager Team: Ticket Services Reports to: Head of Ticketing Location: BT Murrayfield, Edinburgh Work Pattern: Job Purpose: 37.5 hours per week, Monday to Friday, including weekend and evening work. Date JD Completed: June 2015 The Ticket Services Manager will lead a team which is accountable for owning the multi-channel customer experience, creating a persistent focus on the customer in the actions the company takes, and in driving the business to work together to deliver a superior customer experience. They will provide a first class service on behalf of Scotland and the Pro-Teams in terms of customer commitment. Works proactively will colleagues to generate new tickets sales through targeted campaigns and joint working with the Marketing team. They will manage the performance of the Ticket Centre team against agreed sales and income targets and utilize the expertise of the consumer insight Manager. They will assist with the implementation of the retention strategy of our existing debenture and season ticket holders and develop a customer focused working environment across all functions They will be confident, a good communicator and someone who will manage both internal stakeholders and agencies to their advantage. Will be responsible for the joint management of the match day operation with the Ticketing Operations Manager. Reconciliation of match day takings and the accurate reporting of this. This post requires to geographically cover all of Scotland; pro team activity will be required for Edinburgh Rugby and Glasgow Warriors (based at Scotstoun) Key Accountabilities: Management of the Ticket Services Team, including reception and Tours staff, in all related duties, from telesales through to ticket fulfilment. Ensuring the department is adequately resourced for all events. Undertake a review of current standards candidate must have the ability to look at other industries to explore best practices and whether they could be adopted by Scottish Rugby. Associated Competencies: Planning and Organising

2 Project manage the implementation of the agreed customer service standards Ensure communication channels with the Customer Insight Manager and the Marketing department remain open and active in order to ensure the customer journey is at the heart of what we do. Support the Ticketing Operations Manager in the implementation of new onsales and strategy in order to achieve high standards of customer service both online and in person at BT Murrayfield and other event venues. Communicate with Scottish Rugby key Stake Holders, Debenture Holders, Clubs and Schools and all Scottish Rugby clients by telephone, or in person. Manage the review of the current BT Murrayfield Tour experience and liaise with key internal and external stakeholders in order to implement a tour experience which has the ability to, in time become accredited as a visitor attraction Manage the response to customer enquiries and assist in the resolution of customer complaints by reviewing event information and maintaining a current working knowledge of all events, services, and procedures. In conjunction with the Ticketing Operations Manager, review of the telesales experience and liaise with key internal and external stakeholders in order to implement a new call centre system. Manage the implantation of the annual fulfilment plan, ensuring adequate resource is in place and that timelines are adhered to. Planning and Organising

3 Key Dimensions: Number and Level of staff: Financial Responsibility: Physical Resource Responsibility: Working Environment: Key aspects of role: Scottish Rugby Job Description 1 Ticket Services coordinator, 4 Full Time Ticket Services Assistants, 1 Tickets Services and Tours Assistant, 2 Part-Time Reception Hosts and Zero Hours contract personnel on a seasonal basis. Tours budget. Standard office equipment Office based portacabin behind East Stand VenueMaster ticketing system, customer services, management of the ticket centre inbox, answering calls, project management Impact on public image, business success & viability First point of contact for public and other Key Stakeholders, therefore image has a significant impact on how the Company is perceived. Communicates in a manner which builds confidence in our ability to deliver as an organization. Key Internal and External Contacts: Department Management Team (Head of Ticketing, Ticket Operations Manager and Ticket Services Manager) Ticket Services and Ticketing Operations Coordinators Other Ticket Services staff (Reception and Tours also) Members of the Public External Scottish Rugby Key Stakeholders (Debenture Holders, Clubs, Schools) Internal Scottish Rugby Stakeholders (Executive, Pro Team Management, National Team Management) Authorities and Limitations: Prioritises workload effectively. Ensures relevant information is communicated to the right people, in the right style, at the right time. Regularly reviews goals and targets and reprioritizes where necessary. Manages self and team to ensure that work is completed efficiently. Maintains a high standard of work and seeks to continuously improve. Problem Solving: Understands customer expectations, needs and what they value. Responds to customer enquiries by , phone or in person in a professional and timely manner. Investigate and resolve customer complaints, and report on action taken to resolve complaint. Provide advice and support to other team members. Adapts and responds positively to a variety of situations and people in order to meet changing priorities.

4 Scottish Rugby Person Specification Factor Essential Desirable Qualifications and Attainments: Knowledge and Experience: Competencies: Additional Requirements: Degree level qualification or previous, relevant experience. Management experience - leading a team and ability to delegate tasks. Experience of working in customer relations / customer experience environment, must demonstrate excellent customer service skills. Confident knowledge of IT Skills including Word, Excel, , interrogation and updating of databases. Well-developed administration skills. Experience of dealing with customers over the phone, by and in person. Possesses good analytical, skills and have the ability to demonstrate high level of accuracy and attention to detail Experience of working to and meeting tight deadlines. Ability to remain calm under pressure in a high volume sales environment. Planning, Organising and Managing Workload Team Working Willing and able to undertake flexible working hours including weekend and evening work when required. Willing to undergo training where required. Willing to manage the ticket center of event days. Experience of working in a sales and or, ticketing environment.

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