JOB DETAILS
Job reference
REQ01233
Date posted
26/08/2025
Application closing date
09/09/2025
Location
Woking
Salary
£26,000 depending on experience
Package
Contractual hours
37.5
Basis
Full time
Job category/type
Administration
Job description
ABOUT TRAFALGAR ENTERTAINMENT (TE)
We're a leading live-entertainment group with a national and international footprint.
Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a business focussed on bringing people together to share in the live experience; through new productions, through the operation of amazing theatre and live-event spaces, and through distribution of live-streaming content. The group is home to Trafalgar Theatres, Trafalgar Theatre Productions, Trafalgar Releasing, Stagecoach Performing Arts, Drama Kids, Trafalgar Tickets, London Theatre Direct, Stagedoor App, Jonathan Church Theatre Productions and Chiswick Cinema.
ABOUT STAGECOACH
Trafalgar Entertainment owns and operates two leading children's performing arts education brands: Stagecoach Performing Arts and Drama Kids.
Stagecoach Performing Arts is the UK's largest network of extra-curricular performing arts schools for children, with over 50,000 students attending weekly classes in eight countries worldwide.
Drama Kids is a global leader in providing children's developmental drama programs, helping thousands of students each week build confidence, creativity, and communication skills through drama-based learning.
Together, these brands deliver life-enhancing performing arts education to children across the globe—empowering the next generation to thrive both on stage and in life.
Job Purpose Summary
To support with the various Stagecoach and Drama Kids operational and internal processes, provide administrative support to customers, internal teams and franchisees, supporting all stakeholders at a global, national and local level, and deliver high standards of customer service at all times.
Key Responsibility & Accountability
* Being the initial point of contact for phone calls from the Franchise network and the general public, answering queries and signposting callers to the correct school or department.
* Acting as a triage for both internal and external enquiries for Stagecoach and Drama Kids and ensuring any calls that require escalation are redirected to the correct department/individual in an efficient and timely manner.
* Managing the Customer Support email inbox, efficiently handling enquiries within the required SLA.
* Being the first point of contact for all complaints, managing the process in line with our Complaints Procedure and aiming to resolve all complaints in a timely manner by providing excellent service without being escalated unless required.
* Providing franchisees with front-line IT support, specifically with Gmail and CRM systems (STARS, MiStage, MiStudio), and to support new franchisees with the IT onboarding process.
* Preparing and emailing all required information to franchisees on the day of their completion of sale.
* Assisting the Compliance Co-Ordinator and Franchisee Development Team with administrative tasks.
* Managing the new school and workshop application process by raising invoice requests and paperwork where required and updating any relevant spreadsheets with the required information.
* Liaising with Franchise Business Consultants regarding Principal Absence and Manager training, sending out relevant certificates via our training platform and updating any relevant spreadsheets with the required information.
* Producing training certificates and identification cards for delegates where required.
* Maintaining up-to-date details for all Stagecoach Managers and Principal Absence cover in the franchise network.
* Compile a weekly report for the Customer Support function to deliver on the weekly team call.
* Visit at least one Stagecoach and/or Drama Kids school/workshop/academy annually if required.
Other ad-hoc duties in line with the needs of the department/business.
If this sounds like you, we'd love to hear from you. Please submit a CV and Covering Letter as to why you think you are suitable for the role via the Recruitment Portal.
Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people in groups where we are under-represented, for example people with disabilities, from minority ethnic groups, older returners and people who are neurodivergent.
We are curious, courageous, and ambitious, empowering people to challenge and innovate in pursuit of excellence.