About the Role
A fantastic opportunity to apply your people management skills and passion for customer service to help us deliver first-class service to match our joyful and enriching creative experiences.
Key ResponsibilitiesBox Office Management
* Set up events, seating plans, price lists, and discount codes on the ticketing system, ready for on-sale deadlines.
* Manage the sale of tickets, memberships, gift vouchers, programmes, interval drinks and merchandise across Wiltshire Creative's sites.
* Ensure the accurate and timely distribution of tickets including e-tickets, collection and posting.
* Oversee the management of group bookings .
* Ensure the delivery of effective inventory management.
* Oversee the management of dynamic pricing on eligible events.
* Manage the allocation of any complimentary tickets, offers and discounts.
* Extract sales reports from the ticketing system to circulate internally and to external producers.
* Extract payment and activity reports and investigate should any discrepancies arise.
* Manage any sales operation outside of Wiltshire Creative's venues.
* Undertake any Box Office roles if necessary.
Customer Service
* Ensure the team provide enthusiastic, efficient and friendly service to all customers and visitors – treating everyone with dignity and respect and abiding by safeguarding procedures.
* Ensure the team are aware of the disability and access requirements of audiences and the appropriate services the organisation offers.
* Support the development team with supporter enquiries and ensure excellent stewardship of donors in all interactions with the organisation.
* Satisfactorily resolve any customer complaints that may arise, or escalate to the Director of Audiences if necessary.
* Ensure the team develop an understanding of our work, audiences and local area to facilitate positive conversations and promote our work to audiences.
* Ensure the team attend plays early in the run so that they can promote them to audiences.
* Ensure any lost property is correctly logged, stored, and removed if not collected after a suitable length of time.
Team Leadership and Management
* Ensure appropriate staffing of the Box Office desk(s) by completing a rota for the team.
* Ensure procedures for cashing handling and reconciliation are followed by all team members.
* Ensure the team maintain accurate customer records in line with Wiltshire Creative's Privacy Policy.
* Ensure the team are aware of current upselling initiatives and encouraging small scale donations from audiences at time of booking.
* Maintain an organised and efficient Ticket Sales environment.
* Attend staff, operational and other meetings as appropriate.
* Hold regular team meetings, 1:1 sessions, and annual appraisals with team members.
* Arrange season briefings for the team ahead of an on-sale date.
* Recruit, induct and train new team members as required.
* Support the Operations team by occasionally undertaking the role of daytime duty manager for Salisbury Playhouse.
* Connect and establish relationships with Box Office contacts in other theatres to share best practice and identify areas of opportunity for Wiltshire Creative.
* Ensure the Box Office standard operating procedures are periodically reviewed and updated.
Communications
* Contribute to marketing initiatives such as pro-active groups activity, keeping the database up to date and assisting with mailings.
* Ensure all communications sent directly from the Ticket Sales team are of a high standard.
* Provide internal communications to staff and volunteers regarding offers and complimentary tickets.
General
* Always act in the best interests of Wiltshire Creative.
* Take positive action to promote Equal Opportunities in all aspects of the work of Wiltshire Creative.
* Abide by Wiltshire Creative's policies, as set out in the Staff Handbook.
* Maintain confidentiality in all areas relating to Wiltshire Creative.
* Maximise income and minimise expenditure wherever possible.
* Be flexible and to undertake any other reasonable duties as requested by Senior Management.
About You
* A proven track record of excellent customer service – preferably within an arts or leisure environment
* Ability to drive ticket sales and maximise income
* Experience of using Spektrix or a similar ticketing system
* Strong planning, project management, time management and administration skills
* Strong written and verbal communication skills, including experience of collaborating with internal teams and external partners
* Experience of managing staff, including preparing rotas and managing work patterns
* IT skills, including Microsoft Excel, Word and Outlook
* Ability to remain calm while working under pressure
* Ability to work as part of and lead a team
* Flexibility to work evenings and weekends
* A genuine interest and understanding of the overall work of Wiltshire Creative
Terms and Conditions
* Salary: £28,560 per annum
* Type of Contract: Permanent
* Location: Salisbury (Playhouse or Arts Centre)
* Hours of work: 40 per week, usually Monday to Friday, with flexibility to work some evenings and Saturdays
* Holiday: 28 days per annum allowance pro rata, rising in line with length of service
Benefits
* Pension scheme subject to eligibility
* Complimentary tickets for in-house shows
* Invitations to press nights
* Occasional ticket offers on visiting shows
* Discount in our bars and cafés
* Opportunity for flexible working patterns
* Wellbeing activities
* Employee Assistance Programme
* A fully trained team of Mental Health First Aiders
* Training and development opportunities
Full details are available upon request.