As the Customer Service Manager you will be responsible for managing the Bristol Sport Supporter Services team to deliver ticket sales, respond to enquiries and fulfil ticket and membership sales. You will need to support and motivate your team to deliver excellent customer service as well as looking for opportunities to meet the wider team’s Key Performance Indicators (KPIs) and targets.
KEY RESPONSIBILITIES
- To manage the day-to-day operation of the Supporter Services department ensuring a smooth customer experience on the phone, email, online, and at the Ticket Office on a matchday.
- To ensure all Supporter Services team members are fully trained, committed, and motivated to deliver a helpful and informative service to all our supporters including dealing promptly and effectively with any complaints.
- To manage the Supporter Services team including the matchday rotas, annual leave requests and other line management responsibilities such as conducting performance reviews.
- To run the Ticket Office on their scheduled matchdays, supervising a team of matchday casual staff and liaising with other teams where needed.
- To regularly report on email and phone call data and recommend process improvements to work towards agreed KPIs.
- To propose a set of performance standards for the team in relation to conversion of calls to bookings, the number of unanswered calls, product upgrades.
- To be the first point of escalation for complaints and supporter feedback. To resolve complaints in a timely and appropriate manner and suggest solutions to stop repeated complaints of a similar nature.
- To lead on other operational projects as and when required.
- To liaise with the Ticketing Executive to provide supporter feedback in order to improve the online customer journey.
- To assist the Senior Ticketing Manager in any relevant tasks related to the department.
KEY OBJECTIVES (KPIs)
- Work towards our Service Level Agreements (SLAs) in terms of turnaround time for replying to supporter emails
- Effective management of the Supporter Services team
- Manage the Ticket Office on matchdays
- Work towards our sales targets and motivate the team to achieve them
Essential Skills
- Extensive experience of managing and developing a team
- Passion for delivering excellent customer service
- Good problem solving and decision-making skills
- Desire for continuous improvement
- Attention to detail
- Ability to lead by example
Desirable Skills
- Interest in sport or events
- Confidence in working in a target driven environment
- Contact Centre Experience
Training
- Induction training on the ticketing and phone processes systems will be provided.
Human Resources Activities
- Support a departmental induction program for employees to receive the appropriate new hire training to successfully perform their job
- Ensure employee understand expectations and parameters
- Participate in the employee performance appraisal process, providing constructive feedback as needed
- Ensure employee holiday allocation is utilised on a quarterly basis
- Lead in the recruitment of new employees ensuring best practice and hiring the right applicant for the role
Hours: 5 out of 7 days to include home match days evenings and weekends
Salary: up to £38,000 per annum
Equal Opportunities
We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
Safeguarding
Ashton Gate Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment.
Due to the nature of the role, this position is subject to an enhanced DBS check
Job Features
Job description
Ashton Gate Stadium is a unique sports and entertainment business with the core aim of providing integral support services to ensure the sustainability of Stephen Lansdown’s sporting group of companies which includes Bristol Sport, Bristol City, Bristol Bears, Bristol Flyers Basketball and each of their respective community charities.
JOB PURPOSE
Working in our events spaces here at Ashton Gate you are going to be important to driving our guests events experience through fantastic service, knowledge in what great looks like and ensuring that every customer feels special during our non-match day activities and matchday hospitality.
KEY OBJECTIVES
- On-Site Event Management:
- Oversee event setup, delivery, and teardown, ensuring all activities adhere to stadium policies.
- Act as the main point of contact for clients, vendors, and staff on the event day to address any issues that may arise.
- Ensure that all stadium facilities are properly prepared for each event.
- Provide post-event analysis, including attendee feedback, revenue performance, and areas for improvement.
- Service and hospitality delivery:
- Assisting the Room Manager in The Bridge Restaurant on matchdays.
- Adhering to allergen awareness and food safety standards and procedures.
- Supporting staff to ensure we are delivering a 5* service to all our guests.
- Staff Management:
- Lead and supervise event day staff, including catering teams and security.
- Ensure proper staff training and coordination to deliver an exceptional guest experience.
KEY RESPONSIBILITIES (KPIs)
Staff management and leadership of the junior and casual team
On site event supervision and planning with internal and external stakeholders
KEY RELATIONSHIPS
Senior Events Manager
Events Manager
Events Coordinator
Events Team
Essential Skills
1+ years of experience in event management, preferably in large venues or stadium settings.
Strong organizational, leadership, and communication skills.
Ability to multitask and perform under pressure in a fast-paced environment.
Proficiency in event management software and tools.
Availability to work irregular hours, including nights, weekends, and holidays, depending on event schedules.
Desirable Skills
Qualification in Events
NVQ in Customer Service
Training
We offer a wide range of funded training courses to support your career growth.
Health and Safety
- Responsible for ensuring all health and safety procedures are followed at all times, with relevant paperwork to support
- To ensure all employees complete their trained required to do their job
- Report all incidents and accidents as required
- To report any hazards detected
- To complete and review the risk assessments for the department
Hours: 37.5 hours, 5 out of 7 days. Due to the nature of events, this will included evenings and weekend
Salary: £26,750 per annum
Equal Opportunities
We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
Safeguarding
Ashton Gate Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment.
Job Features
Ashton Gate Stadium is a unique sports and entertainment business with the core aim of providing integral support services to ensure the sustainability of Stephen Lansdown’s sporting group of companies which includes Bristol Sport, Bristol City, Bristol Bears, Bristol Flyers Basketball and each of their respective community charities.
JOB PURPOSE
As Supporter Experience Assistant you will be part of the Supporter Services team for Bristol City, Bristol City Women, Bristol Bears, Bristol Bears Women and Bristol Flyers on event days. The focus of the role is delivering memorable experiences for supporters, for fixtures at Ashton Gate and Bristol Flyers home games. A key duty of the role will be to sell Match Day tickets through our ticketing system and resolve supporters’ queries. You will be a face and voice of the Club at the Ticket window and will be tasked with giving our supporters the best level of service.
KEY RESPONSIBILITIES
- Working behind the scenes on matchdays at Ashton Gate stadium. Use of ticketing system to resolve queries and sales for supporters. Full training provided
- Provide accurate, helpful information to supporters on matchday queries, ticketing, facilities, and general assistance.
- Delivering memorable matchday experiences for any mascot or flag bearer.
- Completion of all relevant paperwork to ensure the Club’s follows legislation
- To work closely with the Club’s Safeguarding Officer in ensuring the wellbeing of all children in our care whilst ensuring a fun and enjoyable day for the mascot.
- Getting to know the stadium to a high level, to be able to provide informative responses.
- Supporting the wider Supporter Services team as and when required.
KEY RELATIONSHIPS
- Supporter Services
- Hospitality
- Operations
- Safeguarding
- Bristol City
- Bristol City Women
- Bristol Bears
- Bristol Bears Women
- Bristol Flyers
Essential
- Good IT Skills – Microsoft Office basics are essential.
- Excellent Customer service skills and relevant experience.
- Excellent numeracy skills and a keen eye for detail.
- Good interpersonal skills – must be a consistent team performer.
- Excellent organisational qualities.
- Able to work on own initiative.
- Excellent telephone manner.
- Willingness to learn.
- Passion for working with children
- Willingness and flexibility to work home match days, specifically weekday evenings and weekends.
- Confident to speak to and lead a group of people.
Desirable
- Experience in leading a group experience
- Desire to take on more responsibility
- Ability to work independently and as part of a team
- Interest in sports or events
Training Provided
- Safeguarding
Equal Opportunities
We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
Safeguarding
Ashton Gate Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment.
Due to the nature of this role, the successful candidate must undergo an enhanced DBS check.
Rate of pay: Minimum wage
Hours: Bristol City and Bristol Bears matchday fixtures
Job Features
Ashton Gate Stadium is a unique sports and entertainment business with the core aim of providing integral support services to ensure the sustainability of Stephen Lansdown’s sporting group of companies which includes Bristol Sport, Bristol City, Bristol Bears, Bristol Flyers Basketball and each of their respective community charities.
JOB PURPOSE
As a Retail Assistant you will play an essential role in providing an exceptional shopping experience for our supporters, whether they are purchasing the latest replica kit, matchday merchandise, or collecting online orders. This role goes beyond retail – it’s about contributing to the overall supporter experience.
This role is fixed term from November 2025 – January 2026.
KEY RESPONSIBILITIES (KPIs)
Customer Service
· Deliver exceptional customer service by greeting customers warmly, assisting with their enquiries, and ensuring a positive shopping experience.
· Identify opportunities to upsell products by highlighting promotions and making tailored recommendations to meet customers’ needs.
· Willingness to stay informed about the club, including recent results and news, in order to engage confidently with supporters and enhance their experience.
· Process transactions efficiently and accurately through card and digital payments, adhering to all transaction handling procedures.
· Handle exchanges, refunds, and customer queries in line with store policies.
· Contribute to leading and role modeling casual team to deliver required standards and training.
Merchandising and Store Presentation
· Stay on top of store replenishment, ensuring shelves and displays are well-stocked and presentable, maintaining optimal product availability throughout the day.
· Maintain high store standards by keeping both the shop floor and stockroom organized, clean, and free of clutter.
Stockroom Operations & Inventory Management
· Receive, unpack, process and organise incoming stock in a timely manner, ensuring items are accurately checked, recorded, and stored in the correct location.
· Organise and label stock, ensuring efficient use of space and quick identification of products.
· Manage stock movement between the stockroom and retail floor, ensuring smooth distribution for store displays and online orders.
· Monitor stock levels and assist with periodic stock checks, ensuring the inventory system is updated and discrepancies are flagged promptly.
· Rotate stock regularly, especially on matchdays and when new product ranges are launched.
· Maintain a clean, safe, and organised stockroom, adhering to health and safety procedures to avoid accidents or product damage.
· Participate in stock counts and bi-annual stock takes, ensuring accuracy and completeness.
· Ensure stock is handled safely, using appropriate lifting techniques and equipment (e.g., trolleys, manual handling).
· Report any stock discrepancies, damaged items, or operational issues to the Assistant Store Manager or Instore and Online Retail Manager.
Online Order Fulfilment
· Accurately pick, pack, and prepare products for online orders placed through the eCommerce platform.
· Ensure all orders are fulfilled in a timely manner, with correct products, sizes, and quantities dispatched to customers.
· Monitor stock levels for online orders and inform the team if stock is running low or issues arise.
Other
· Take responsibility for opening and closing the store when required, ensuring all security procedures are followed.
Essential
· Friendly, confident, and customer-focused.
· Reliable team player with a flexible and positive attitude (especially around matchdays, evenings, weekends)
· Strong communication and interpersonal skills
· Friendly, approachable, and passionate about customer service
· Good communication skills and a team-player mindset
Desirable
· Passionate about sport and proud to represent our group of clubs is a plus.
· Previous retail or customer-facing experience is a plus, but not essential — full training will be provided.
Salary: £25,000 per annum, pro rata
Hours: 37.5 hours per weekend, 5 out of 7 days including evenings and weekends due to match days
Contract: Fixed Term, November to January
Equal Opportunities
We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
Safeguarding
Ashton Gate Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment.
Job Features
Job description
Ashton Gate Stadium is a unique sports and entertainment business with the core aim of providing integral support services to ensure the sustainability of Stephen Lansdown’s sporting group of companies which includes Bristol Sport, Bristol City, Bristol Bears, Bristol Flyers Basketball, and each of their respective community charities.
JOB PURPOSE
We are looking for a Customer Services Operative to join us on a part time basis. The Supporter Services team is responsible for answering enquiries from all of our supporters. As an integral part of the team, a Customer Services Operative is responsible for dealing with all supporter enquiries and selling tickets either by phone or email. On matchdays the Customer Services Operative really is the face of Bristol Sport. Working from the Ticket Office, situated in the heart of the Fan Village, Customer Services Operatives are a key part of delivering world class service to all of our fans and visitors to Ashton Gate.
KEY RESPONSIBILITIES
· Sell match tickets for Bristol City, Bristol Bears and Bristol Flyers over the phone
· Promote and facilitate Season Ticket and Membership sales
· Respond to supporter email queries in a timely and accurate manner
· Upsell to supporters when appropriate to work towards team targets
· Effectively handle complaints and use initiative to suggest solutions
· Sell tickets and help supporters face to face on matchdays in our Ticket Office
· Make outbound calls to customers where appropriate
· Proactively look for opportunities to improve service delivery and customer satisfaction, making suggestions as appropriate
· Develop and maintain a detailed knowledge of each department’s key responsibilities and establish effective working relationships
· Print and post match tickets, Season Tickets and Membership cards
· Carry out general administrative tasks including daily banking, Direct Debit payments etc.
Hours: 20 hours per week Monday to Friday. The work pattern can be determined by the successful candidate or 22.5 hours over 3 days, Monday to Friday.
Equal Opportunities
We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
Safeguarding
We are committed to safeguarding the welfare of children and young people and expects all employees and workers to endorse this commitment.
Salary: £14,600.00-£15,300.00 per annum
Job Features
Ashton Gate Stadium
JOB DESCRIPTION:
Ashton Gate Stadium is a unique sports and entertainment business with the core aim of providing integral support services to ensure the sustainability of Stephen Lansdown’s sporting group of companies which includes Bristol Sport, Bristol City, Bristol Bears, Bristol Flyers Basketball and each of their respective community charities.
This is an exciting opportunity to join a ticketing team that has sold over 300,000 tickets across all 5 teams in 2025 alone, that demonstrates the scale and impact of our work. This encompasses events such as play-off ties across Bristol City, Bears and Flyers, Women’s international games and more recently, supporting the ticketing operations of the Women’s Rugby World Cup.
JOB PURPOSE
To lead on Ticketing operations in a number of areas including match/event setup, reporting and fulfilment.
KEY OBJECTIVES
· Creating matches, season tickets, memberships and events for sale
· Setting up away games
· Completing reconciliation of ticket sales and presenting in appropriate way as to communicate to relevant parties (Finance and away teams)
· Communicating with key stakeholders (Head of Security, Police Liaison Officer, away team ticket office)
· Arranging all tickets for visiting clubs
· Arranging all CATS Travel
· Completing ticket fulfilment for both home and away tickets purchased by supporters
· Assisting with turnstile management on a matchday
· Liaising with other departments and assisting with the creation of codes and reporting on the outcome of such initiatives
· Assisting the Ticketing & Revenue Manager in any relevant tasks related to the department
· Providing support to and guidance to the Supporter Services team when required
KEY RESPONSIBILITIES (KPIs)
· Successful creation of home and away matches, season tickets, memberships and events to ensure they go on sale on time and smoothly
· Leading on matchday preparation for fixtures at Ashton Gate
· To work closely with internal stakeholders to ensure they are supported in a timely manner and are provided with reports relating to their products
· Work closely with our Ticketing provider to ensure we are utilising our system as best we can
KEY RELATIONSHIPS
· Ticketing & Revenue Manager
· Group Head of Marketing & Ticketing
· Supporter Services Department
· Marketing Department
· Club stakeholders
· Foundations
ESSENTIAL SKILLS
· Ability to build strong relationships with internal and external stakeholders
· Can-do attitude and proactive
· Ability to work independently
· Strong technical skills and the ability to learn new systems quickly
DESIRABLE SKILLS
· Previous experience of working within a ticketing environment
· Prior knowledge of having worked with SeatGeek products
· Passionate about sport
EQUAL OPPORTUNITIES
We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
SAFEGUARDING
Ashton Gate Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment.