Senior Ticketing Systems Support Officer

It’s enabling the team to sell up to 20,000 tickets each day

It’s becoming part of something special, and it’s helping millions enjoy magnificent buildings and works of art. This is what makes working for Royal Collection Trust so different.

People from all over the world come to visit Buckingham Palace, The Royal Mews, Windsor Castle and the Palace of Holyroodhouse. Our Ticketing and Sales team play a vital part in every visitor’s experience, handling thousands of calls and helping to sell over two million tickets each year.

As Senior Ticketing Systems Support Officer, you’ll own the day-to-day administration of our ticketing platform, lead technical improvements and providing support for staff across all sites.

Key Responsibilities:

• Deliver first and second-line technical support to Tessitura users, troubleshooting software, hardware and payment-device issues and reporting complex faults as needed.
• Oversee end-to-end configuration of ticketing products from individual visitor tickets to school and group sessions, ensuring on-sale deadlines are met and offerings are optimised for revenue and visitor experience.
• Lead the design, testing and refinement of ticketing rules and supervise quality checks by the support team.
• Deliver user training and induction for team members.
• Produce sales and performance analyses, maintain marketing-ready databases, and drive continuous improvements through UAT and innovation projects.

Working in a place where learning and development is the norm, you’ll have the opportunity to grow your skills. But most importantly of all, knowing that you’re playing a part in providing an exceptional visitor experience will inspire and motivate you.

Essential Criteria:

• You have an interest in developing your skills in technology and databases and have experience working with a ticketing or Customer Relationship Management system (ideally Tessitura) within a customer facing, events management organisation.
• With exceptional organisational skills and initiative, you can work independently to manage a varied workload in a fast-paced and busy environment, all whilst paying huge attention to detail and problem solving.
• An effective communicator at your best working as part of a team, you can build collaborative relationships with a range of people and champion best practices.
• Analytical and determined, you enjoy solving problems and identifying system improvements.
• Above all, with a focus on the end user experience, you know what it takes to deliver the highest standards of customer service.

This is your opportunity to use your technical skills and passion for service to deliver the exceptional.

Benefits:

We know that to deliver our best work; we need to feel at our best. That’s why at the Royal Household we offer a generous benefits package designed to support your wellbeing and life priorities.

• Enjoy 25 days annual leave, rising to 30 days (plus bank holidays) dependent on the length of time you have worked for us.
• Our excellent non-contributory pension plan (we’ll contribute 15% and you can contribute more if you wish) is highly valued by our employees, as is complimentary lunch on-site to keep you fuelled throughout the day.
• Hybrid working is available and we’ll discuss the options available to you that will suit both your job requirements and individual preferences.
• We also offer a range of leave options to support your life priorities, such as parental pay and leave and volunteering days, as well as benefits to support your physical and mental wellbeing.
• Other perks include 20% off at our Royal Collection Trust Shops and complimentary admission tickets across all our locations, along with many more exclusive employee discounts.