As we continue our ongoing series of staff interviews to reveal what goes on behind the scenes at Ticketmaster UK, we chat with Matt Wilkinson (shown above while getting in the Manchester Pride spirit) to find out more about his role at the company.

Tell us your story… how did you end up as Director – Contact Centre Operations at Ticketmaster? 

I began my career at Ticketmaster seven years ago, when I moved from Newcastle to Manchester. Originally I started as a Sales Team Manager looking after the team taking inbound sales calls. In 2011, I moved to Customer Services Manager looking after the managers and teams who serviced our customers and clients via phone and email. Two years later, I became the Contact Centre Manager managing Sales, Customer Services and Training & Planning. In 2015, I took responsibility for Ticket Fulfilment before taking on the role of Head of Contact Centre Operations. More strategic project work was added to my remit in 2016 with my role becoming Head of Contact Centre Operations and Strategy. At the end of August, I agreed to take on the role of Director – Contact Centre Operations and joined the UK Senior Management team.

What did you do previously?

After finishing my degree, I worked at Newcastle Building Society for five years, starting as a phone agent. I finished off as Team Manager looking after a team on the solutions Financial Services side of the business, outsourcing for a wide range of major clients.

Can you explain a normal day in the office for you?

It’s a varied role so it’s different most days. Some days are about helping support the operational areas to overcome day-to-day challenges while others are more strategic, focusing on improving customer experience, reducing cost, new technologies, staff engagement, improving process and generating new revenue.

What has been your favourite project to work on?

I’m a huge rugby fan, so it was a delight to work on Rugby World Cup. It was the first major tournament where I was held responsible for the Customer Services, Sales and Fulfilment piece.

Biggest challenge to date? 

This summer’s attack at Manchester Arena had a huge impact on planned events and customers, and turning the One Love Manchester stadium gig around in three days was a major accomplishment. All of this happened at the busiest time of year presenting a multitude of problems. Thankfully, I work with some amazingly dedicated and hardworking people who took on this challenge and achieved some great results despite overwhelming odds.

What is the most exciting part of being Director – Contact Centre Operations?

The ability to have an impact across the board – on customers, clients, costs and people. It’s tremendously exciting to know that your work and ideas can make a difference.

What are you listening to at the moment?

Whatever my daughters like – at the moment that would be the Trolls soundtrack.

What live event are you most excited about for the final part of 2017?

England v Australia at Twickenham on 18 November. I’m more of a sport fan than a music fan, and I love nothing more than seeing us get one over on our cousins from Down Under!

Any closing remarks

I thoroughly enjoy my role and working for Ticketmaster. We have great leadership and hardworking staff throughout the business which makes being part of the team an absolute privilege.