Ticketing Guest Service Agent

Wimbledon; Wimbledon; On-site; GBP 20,000 - 25,000; Full time

Job summary

A globally recognized sports organization is seeking a Ticketing Guest Service Agent to provide exemplary customer service to Guests. You will handle inquiries related to ticketing for The Championships while adhering to the core values of Heritage, Integrity, Respect, and Excellence. The ideal candidate will excel in written and verbal communication, remain composed under pressure, and contribute effectively to a team-oriented environment. Work is on-site with specific hours, including extended periods during peak times.

Qualifications

• Proven experience in a customer-facing role delivering exceptional customer service.
• Ability to maintain composure in busy environments.
• High attention to accuracy and detail.

Responsibilities

• Provide professional service to Guests, managing calls and emails.
• Navigate ticketing systems for queries related to accessibility and refunds.
• Collaborate with team members to maintain effective operations.

Skills

Excellent written and verbal communication skills

Strong active listening skills

Competence with Microsoft Office

Calm under pressure

Tools

Zendesk

Job description

You will be working as part of the Contact Centre to deliver world class customer service. Your role as a Ticketing Guest Service Agent will be to act as first point of contact to our Guests and deal with any queries relating to (but not limited to) Ticketing for The Championships. Our values of Heritage, Integrity, Respect and Excellence are at the heart of everything we do within the organisation, and this will be your basis for ensuring a memorable experience for every Guest. As part of the Contact Centre team, you will play a key role in delivering world-class customer service. As a Ticketing Guest Service Agent, you will act as the first point of contact for Guests, responding to inquiries related to ticketing for The Championships. Our values (Heritage, Integrity, Respect, and Excellence) are central to everything we do and will guide you in creating a memorable and positive experience for every Guest.

What you will be doing

Guest Enquiries

• Provide professional, value-driven service to all Guests, consistently upholding AELTC standards.
• Manage incoming calls and emails via Zendesk in line with Contact Centre KPIs.
• Handle complaints with empathy, integrity, and resilience.
• Maintain accurate, compliant, and secure handling of all data.
• Communicate clearly and effectively across verbal and written channels, maintaining high attention to detail and quality.
• Assess and elevate complex issues appropriately using sound judgement.

Ticketing Systems & Processes

• Confidently navigate ticketing systems to address enquiries relating to accessibility, ticket transfers, refunds, and other ticket-related matters.
• Develop a strong understanding of the SecuTix ticketing system, ticket sales processes, and the full ticket holder journey.
• Provide structured feedback following each ticketing phase to enhance Guest experience and satisfaction.
• Accountable for resolving AELTC Public Ballot enquiries for specific Days and Courts, ensuring Guest enquiries are responded to accurately and in a timely manner.

Teamwork & Organisational Support

• Collaborate with Contact Centre colleagues and the wider ticketing team to foster positive and effective working relationships.
• Support other departments with enquiries as required, contributing proactively to Guest-facing operations across the organisation
• During peak periods, act as a ‘buddy’ to temporary staff, modelling best practice and ensuring all team members feel supported and equipped to handle enquiries.

Candidate Requirements

Essential

• Excellent written and verbal communication skills with high attention to accuracy and detail
• Demonstrate the ability to stay composed during busy or high-pressure periods, ensuring guests continue to experience a calm and professional environment.
• Commitment to working in a values-led environment.
• Demonstrated experience in a customer facing role while delivering exceptional customer service.
• Strong active listening skills with the ability to gather information, interpret data, and respond with empathy and resilience.
• Competence with Microsoft Office and strong computer literacy.

Desirable

• Experience using Zendesk or similar customer service platforms.
• Previous experience working in professional sports or within a ticketing function.

About Us

The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Wimbledon Lawn Tennis Championships, recognised worldwide as the premier tennis tournament and home to one of the sport’s most prestigious clubs. Our organisation continues to grow, supported by ongoing investment in our people and facilities. We remain guided by our core values of Heritage, Integrity, Respect, and Excellence.

The Ticketing Department manages and accounts for more than half a million tickets each year for our four ticketed Show Courts and The Queue, as well as administering the Public Ballot and a variety of additional allocations.

Additional Information

• This is a fixed term position until end of July 2027.
• Candidates must be able to work extended hours during peak periods, including evenings and weekends.
• This role is based on-site each day.
• Working hours are Monday to Friday 9:00 - 17:00, with a one-hour lunch break. In the lead-up to and during Championships, extended working hours will be required. The Agent will participate in a three-week rota with other team members, covering an 8:00 a.m. to 8:00 p.m. schedule with designated days off.