Awards success for director of ticketing

15 November 2019 Ross Watson

The Ticket Factory is celebrating after its director of ticketing scooped the ‘Company Leader (100+ Employees)’ gong at the West Midlands Leadership Awards.

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The Ticket Factory team celebrate the award win

Joining the business in 2017, Richard Howle has overseen a period of strong growth for the business, with EBITDA increasing by 55% year on year.

Judges were looking for the best leader in an organisation which employs more than 100 people, commending Richard’s direction and vision for the business.

On the award, Richard said: “I’m thrilled to be recognised at the West Midlands Leadership Awards. I’m surrounded by a fantastic and hard-working team and this award is testament to their hard work and dedication.

“The Ticket Factory is going from strength to strength, with customer satisfaction continuing to be high on our agenda. In a recent survey we achieved our highest ever satisfaction rating of 8.8/10, with an incredible 100% of customers stating their telephone advisor was polite and helpful.

“We want to put customers at the heart of the ticket purchasing journey and it’s great to see the results of our hard work.”

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Richard receiving his award

Richard has also overseen a string of technology projects and high-profile contract wins during his time with the company, which is part of the NEC Group.

In the past year The Ticket Factory has had a technological overhaul, with a new website and switch to cloud hosting to make the customer journey as easy as possible, while new contract wins have included British Athletics, Edgbaston Cricket Ground and the Royal Horticultural Society.

Richard commented: “Since I joined the business I’ve tried to change the culture around The Ticket Factory by understanding the teams, focusing on the job in hand and pulling everyone in the right direction towards a set of shared goals.”

The results speak for themselves, with the business seeing a 13% increase in employee satisfaction and a 7% reduction in staff turnover.

As well as being the NEC’s box office, selling tickets to shows at Arena Birmingham and Resorts World Arena, The Ticket Factory tickets for events across the UK in sectors including music, theatre, sport, comedy and exhibitions.

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