The Box Office Co-ordinators support the Box Office Management Team and play a key role in ensuring the professional and efficient running of the Theatre’s Box Office. The Box Office Co-ordinator is responsible for the day to day running of the Box Office, ensuring the achievement of ticket sales targets, delivering excellent customer service, line managing Box office staff and controlling all costs.
Responsibilities
* Manage a team of Box Office Sales Assistants to deliver the highest possible standard of customer service, ensuring that all customer interactions are carried out in a welcoming, enthusiastic, friendly and courteous way, and dealing with complaints and customer issues in the same manner.
* Keep the team of Box Office Sales Assistants informed about sales targets, and provide them with the show information and sales techniques to enable them to help the Theatre meet its sales targets.
* Enforce customer service and sales procedures involving abandoned calls, upkeep of the Box Office, presentation of uniforms, selling techniques, correct use of the box office system and the management of customer data in accordance with data protection legislation and best practice.
* Conduct daily briefings, staff training exercises, and get involved in interviews and inductions for new Box Office staff.
* Manage the daily organisation and supervision of staff (i.e. breaks, lunches, sick cover, etc.), including preparing rotas and timesheets.
* Conduct cash control procedures, including over-seeing cash-ups, counting floats, verifying and rectifying cash discrepancies, and ensuring that all monies are transferred, stored and dropped securely in accordance with the security procedures of the Grand Opera House Trust.
* Liaise with Visiting Companies to enable the accurate reporting of sales information, as well as with other teams within the Theatre on the reporting of sales information for services/products sold via the Box Office.
* Prepare shows to go on sale by accurately entering all necessary information into the box office system in accordance with the agreed on-sale process. Ensure at all times that information on the Theatre’s ticketing system is up-to-date, relevant and accurate.
* Work with the wider Marketing and Sales Team to help drive audience development, Friends membership, upselling and cross-selling initiatives.
* Oversee the administration of reservations on hold and group bookings, including completing deposit and balance forms, group seating forms, and selling and ordering panto packs.
* Facilitate memberships including Friends and Access For All and maximising sales opportunities.
Person Specification
A Box Office Coordinator will be a target-focused professional, with experience of supervising a team and delivering an exception level of sales and customer service. They will have experience of using a CRM system and/or Ticketing System and experience of handling customer complaints and escalations. With excellent interpersonal skills they will help motivate and oversee the team and build productive working relationships with all employees, and internal & external customers.
Essential Experience, skills and abilities
* A minimum of two years’ recent paid supervisory work experience in a customer facing sales environment. Recent experience must be in the last five years.
* Proven customer service experience, with experience of effectively resolving customer service complaints and escalations and the demonstrable commitment to providing an excellent level of customer service
* Excellent interpersonal and communication skills and the ability to deliver sales and interact with a wide range of people
* Experience of cash handling and till reconciliation responsibilities
* Experience of motivating a team of staff to achieve an outstanding sales performance and an exceptional level of service
* Experience of working with a Customer Relationship Management System and/or Ticketing System and use of Microsoft Office applications for day to day administration.
* Strong attention to detail and accuracy and the ability to plan, organise and prioritise activities