Ticketing Clerical Assistant

Ticketing Clerical Officer

My client is a well-established and leading organisation based in Belfast, who are currently seeking a Ticketing Clerical Officer to join their team.

This is a Full-Time, Fixed Term Contract to cover Maternity until the 31st of August 2025.

Hours of work: 37 hours per week. Mon to Friday between 8am – 6pm

Closing date: 12 noon Thurs 23rd January 2025

Job Role:

You will be responsible for assisting with the administration/production of all products and all other pass products in an accurate and efficient manner whilst providing a high level of customer service to the general public in relation to passes and related enquiries.

Essential Criteria:

• Minimum of 1 years’ experience of working on databases.
• Experience of working in a customer service environment.
• Minimum of 3 GCSEs at Grade C or above, or equivalent, including English and Maths OR alternatively, be able to demonstrate at least 2 years’ relevant experience in a similar post.
• IT proficient with the experience of using Microsoft Word and Excel.
• Excellent communication skills both written and verbal – with the ability to communicate with stakeholders at all levels.
• Ability to take on good knowledge of products.
• Efficient data entry and numeracy skills.
• Ability to manage and prioritise a busy workload while adhering to strict deadlines.
• Maintain confidentiality at all times.
• Ability to work on your own initiative as well as part of a team.
• Willingness to work overtime and weekends when required.

Main Duties and Responsibilities:

• Answer internal and external queries regarding all pass products (smart and non-smart).
• Process the replacement of lost, stolen, damaged or faulty passes. Input and maintain database information relating to all passes, including the Card Management Systems (CMS and CRMS).
• Maintain the data of pass holders in a timely and consistent manner, to include recording deceased applicant notifications, changes of address/name, missing data, lost cards etc.
• Protect sensitive customer information whether electronic or on paper in line with the Data Protection Act and GDPR.
• ‘Hotlist’ relevant Smartcards (e.g. lost passes) and clear down redundant cards off the system.
• Assist in the calculation of quotations (first time and renewal) for passes and process applications.
• Process the receipting, banking and recording of income including other payment methods such as direct debits and ensure storage of customer banking information (cr/dr card and bank account details) in line with regulatory requirements.
• Reconcile all financial records including daily lodgements.
• Assist with the calculation and process of any refund or fares in line with the Policy.
• Assist with validation of reissue applications for all cards expiring after their 5 years of electronic validity.
• Process and resolve escalated applications in line with rules set by DfI/DSP and duplicate applications to eliminate fraudulent applications.
• General clerical duties e.g. photocopying, word processing and filing of all related documentation.
• Any other duty as requested by the Supervisor, Controller or Systems Manager.