TheTicketSellers has announced the promotion of Gemma Hotchkiss to head of customer care.
In her new role Gemma will lead the customer care team in the delivery of exceptional service and rapid response, 24 hours a day 7 days a week to all customers and event organisers.
Gemma has been a key member of TheTicketSellers’ team for 3 years and already has plans for a new staff training platform that will constantly up-skill staff to meet the changing demands of the event industry. It will also generate new internal communication processes to streamline the delivery of key event information internally.
Gemma explained: “TheTicketSellers are one of the UK’s most trusted independent ticketing agents and the whole team are incredibly passionate about events. I am honoured that they have asked me to become the new Head of Customer Care.
“Running a 24hr customer care team is not without its challenges but our team are incredibly hardworking and dedicated and I am very excited about the future and what it brings.
“Our customer service team are in direct conversation with ticket buyers, so are best placed to feedback customer comments and FAQs, which we can then use to inform organisers or streamline the ticket selling process if necessary. Through regular team discussions and analysing CRM data to inform processes, I will be constantly improving the customer’s experience.”