Customer Solutions and Groups Team Leader (weekends)

Ticketek Entertainment Group (TEG) is a Fan Experience Group, powered by digital, data, and technology, and united by a shared purpose – We Partner to Make Life Better Live. With the Fan as our Star, TEG brings together Ticketing (Ticketek, Eventfinda), Entertainment (TEG Live, TEG Sport, TEG Experiences), underpinned by Group capabilities (Ovation, Analytics, AI) to create, promote, and power world-class live entertainment.

We know fans are looking for experiences that turn into the stories they tell for the rest of their lives - the shared connections, the memories that stick and the moments that happen when you live life live.

The Role

As Customer Solutions and Groups Team Leader (Weekends), you are the primary leadership point for our weekend operations, ensuring the consistent delivery of high-quality fan support across phone, Zendesk, and accessible bookings. You will act as the vital link between our weekend and weekday teams, ensuring operational alignment and seamless handovers.

On weekdays, you’ll pivot to a collaborative support role, providing operational capacity to the Head of Customer Solutions and the broader leadership team across reporting, agency management, and escalations. We are looking for a confident, self-directed leader who can make independent decisions on weekends and contribute meaningfully to the group's success during the week.

Please note this is a full time position, rostered Wednesday to Sunday, 9.00 - 17.30.

Requirements:
Outcomes to Deliver

• Weekend Operations Management: Lead the team across all channels (inbound phone, Zendesk, socials, and email), serving as the primary escalation point for complex or sensitive customer issues. You’ll monitor real-time SLA performance and queue health, taking corrective action where needed.
• Cross-Team Leadership Support: Act as the connective link to our four weekday Team Leaders. You’ll ensure operational consistency by applying current training and process guidance, and providing thorough handover notes.
• Weekday Operational Support: Provide direct operational support to the leadership team, assisting with workflow oversight, queue management, escalations handling, training delivery, and client relationship management.
• Team Management & Coaching: Monitor individual and team performance, recognise achievements and addressing issues, provide real time coaching, and support the onboarding of new weekend staff, all with the aim of fostering a positive, collaborative team culture.
• Reporting & Compliance: Maintain high-standard Zendesk logs and deliver accurate weekend summary reports to the Head of Customer Solutions, ensuring all enquiries align with contractual obligations and partner agreements.
• Key Performance Indicators: Consistently meet SLA, Amazon Connect, and Zendesk queue targets while ensuring all escalations and weekday support tasks are resolved within required timeframes.

Capabilities to Bring

• Leadership & Experience: 3+ years in a customer service leadership role ideally in a contact centre environment with a proven track record in managing multi-channel operations, complex escalations, and sensitive complaints.
• Technical Proficiency: Expert knowledge of Zendesk (or similar customer service platforms), contact centre reporting, and a solid understanding of SLAs and compliance requirements.
• Adaptive Mindset: Ability to flex between independent weekend leadership and collaborative weekday support, remaining calm under pressure during high-volume event periods.
• Independent Execution: Highly self-directed and comfortable working independently.
• Communication & Detail: Strong organisational skills with the ability to produce clear handover notes and reports that keep the broader leadership team informed and aligned.
• Collaborative Spirit: An approachable and supportive leader committed to building trust and ensuring consistency across the entire Customer Solutions team.

Other considerations

This is a full time position, rostered Wednesday to Sunday, 9.00 - 17.30.

Benefits:
Here’s a taste of what TEG offers:

• Complimentary event tickets
• Birthday and volunteering leave
• Wellbeing discounts & flu vaccinations
• Paid parental leave & free employee support (EAP)
• Global rewards and recognition
• Learning, development & career pathways
• A diverse, inclusive, and passionate team

Equal opportunities

TEG is an equal opportunity employer committed to embrace diversity, respect, and care for our people and communities.

If there are any adjustments that need to be made to ensure you have a fair and equitable experience in our recruitment process, please advise us when scheduling your interview.

*Only direct applications will be considered. No recruiters please*