Guest Experience and Ticketing Executive

About Legends Global

Legends Global is redefining excellence in sport, entertainment and live events. With unrivalled expertise and international reach, we provide end-to-end solutions – from venue development and event programming to revenue strategy and hospitality.

We take a 360-degree, data-driven approach across Partnerships, Hospitality, Merchandise and Attractions, working with leading clients to deliver outstanding experiences that resonate worldwide.

Our organisation is committed to fostering an inclusive and forward-thinking environment where diversity drives innovation and collaboration. Guided by our values of Align, Scale, Connect, Team and Win... we create a culture where everyone has the opportunity to thrive.

The Venue

Valliant Live is a cutting-edge event complex with a capacity of up to 3,500 people. It is designed to host various events, including large corporate conferences, exhibitions, trade shows, major touring concerts, stand-up comedy, family performances, and sporting events. This is a fantastic opportunity to be part of a brand-new venue from the ground up.

The Role

The Guest Experience & Ticketing Executive plays a pivotal role in shaping the customer journey at Vaillant Live, ensuring every guest receives an exceptional experience from initial ticket purchase through to event attendance and post-event engagement. Working across both Guest Experience and Ticketing functions, this role combines customer service excellence, operational coordination, staff training, ticketing administration, and event-day support to ensure consistently high standards are delivered across all audience touchpoints.

The Responsibilities

• Serve as the primary point of contact for customer enquiries, complaints, feedback, accessibility requests, ticket exchanges and refunds, delivering professional and timely resolutions in line with service standards and SLAs.

• Maintain and continuously improve guest experience procedures, customer service manuals, operational guides and knowledge resources to support consistent service delivery across the venue.

• Design, coordinate and deliver customer service training, inductions and event briefings for Guest Services staff and volunteers, promoting a culture of service excellence and continuous improvement.

• Support the planning and delivery of concerts and events, acting as a key liaison between guests, Guest Services teams, ticketing, security and operational departments to ensure a seamless visitor experience.

• Produce and distribute post-event and monthly insight reports, analysing customer feedback and performance trends to identify opportunities for service enhancements and operational improvements.

• Provide operational support to the Ticketing Manager, including event setup within the ticketing system, management of pricing structures, allocations, holds, reporting settings and ticket sales administration.

• Maintain accurate ticketing, customer and sales records, ensure GDPR compliance, support box office operations and contribute to process improvements that enhance both guest experience and ticketing performance.

What we're looking for

• Experience in a customer service, ticketing, guest experience, front-of-house or venue operations role, ideally within live entertainment, arts, hospitality, sporting or event environments.

• Strong knowledge of ticketing systems and sales operations, with experience using platforms such as Ticketmaster or similar ticketing software.

• Excellent written and verbal communication skills, with the ability to handle customer complaints, sensitive situations and accessibility enquiries professionally and confidently.

• Highly organised with strong attention to detail, capable of managing multiple priorities, administrative tasks and deadlines simultaneously.

• Experience creating procedures, guidance documentation, training materials or operational processes that support consistent service delivery.

• Ability to supervise, support and motivate front-line staff and volunteers, fostering a positive, inclusive and customer-focused culture.

• Proactive and solutions-oriented, with strong problem-solving skills, commercial awareness and a commitment to continuously improving the guest experience.

Additional Requirements

• Competent in producing reports, analysing customer feedback and turning insights into practical recommendations.

• Comfortable working with sales data, financial reconciliations and maintaining high levels of accuracy.

• Strong understanding of GDPR and the importance of handling customer data responsibly.

• Flexible approach to working hours, including evenings, weekends and event days as required.

• Passion for live events and a genuine commitment to creating exceptional experiences for every guest.

What can we offer?

🏖️ 25 Days Annual Leave – Work hard, rest well.

👪 Life Assurance – Peace of mind knowing your loved ones are protected.

🏦 5% Pension Contribution – Helping you prepare for a bright future.

🏥 Healthshield Cover – Support with dental, physio, counselling and more for you and your children.

🧠 Employee Assistance Programme – AXA Health support whenever you need it.

👓 Eye Care Support – Vouchers and contributions towards glasses.

🚴 Cycle to Work Scheme – A greener, healthier commute.

💸 Employee Referral Scheme – Recommend great people and get rewarded.

Recruitment Process Outlined

• 1st Stage - Initial Teams interview with venue team

• 2nd Stage - In person interview with Ticketing Team

Any offer of employment will be subject to satisfactory pre‑employment checks. These may include verification of identity, proof of address, right to work, employment history, qualifications, and—where relevant to the role—a basic or enhanced DBS check. All checks will be carried out in line with data protection law and we will only request information that is necessary for the role.

Inclusive Workplace

At Legends Global , we are committed to leading the entertainment industry towards a greener, faster, and more innovative digital future. There’s never been a better time to join our team. We aim to be an inclusive organisation, trusted and admired by our colleagues, customers, and suppliers. Join us and make a significant impact from day one.

We are committed to active inclusion, diversity, and equal opportunities. This commitment begins with our recruitment and selection process. We welcome discussions about flexible working arrangements.

If you need reasonable adjustments at any stage of our recruitment process, please let us know in your application. We are dedicated to providing a fair and transparent assessment process and will do our utmost to accommodate your needs.

If you are interested in applying, we encourage you to submit your application as soon as possible to ensure it is considered. We will continue to review applications on a rolling basis and may close the advert before the closing date.