JOB SUMMARY
As a member of the ticketing team the Ticketing Operations Supervisors will contribute to the ongoing development of Factory International's ticketing and customer service offer. You will provide day-to-day oversight of the ticketing operation at Aviva Studios, as well as provide supervision for Ticketing Assistants, including 1-2-1's, training on ticketing software, customer service systems and operational processes. Alongside this, you will be responsible for the responding to customer queries, processing orders and troubleshooting issues via phone, email and in person, ensuring a high level of customer service and efficiency are delivered at all times.
This is an excellent opportunity to join Factory International's Ticketing team, being at the forefront of an exciting and dynamic operation where you'll interact with all aspects of the organisation and contribute to the achievement of our business objectives. Our diverse programme of events encompasses theatre, live music, conferences, community activity, artist-led shows and Manchester International Festival, and you have the chance to join us as we Invent Tomorrow Together.
Please note this role requires evening and weekend work as part of regularly scheduled shifts.
RESPONSIBILITIES
− Supervise the Ticketing Assistants, including recruitment, training on our CRM software (Spektrix), customer service systems and operational processes. Ensuring that documentation, training, policies and procedures are regularly reviewed and updated.
− Attend regular individual and team meetings highlighting items that will affect the team, feedback on performance against targets, discuss required resources and ensure team members are effectively supported in their roles
− Liaise with a wide variety of producers and promoters as well as Ticket Agencies to ensure all sales requirements are carried out efficiently and provide accurate sales report information on request on a regular basis
− Respond to Ticketing-related customer complaints either face to face, on the telephone, online, or in writing; authorising refunds, ticket exchanges and the issuing of complimentary tickets where appropriate.
− Set up and manage in-person box office operations both onsite at Aviva Studios and at offsite partner venues during MIF, including ensuring Assistants are briefed on imminent events and all facilities and technical equipment is checked and in proper working order
− Provide briefings and support for team of Casual Assistants during onsales and periods of high customer contact, including new and urgent information is shared quickly and clearly
− Work collaboratively with colleagues from across the organisation, in particular the Visitor Experience team, to deliver a seamless and positive experience for all customers
− Amend event setup using the ticketing/CRM system as and when required, including but not limited to adding ticket offers, updating event information, updating venue and access information
− Utilise systems to ensure that important event information is communicated to customers, including but not limited to: pre-event, cancellations and reschedules.
− Ensure the distribution of tickets to customers and that systems are configured to scan successfully and collect accurate data.
− Support the way we collect customer data through all sales channels to ensure cleanliness, accuracy and consistency, as well as compliance with GDPR
− Provide an excellent experience for customers in respect of ticket sales, accessibility, memberships and other services offered by the Ticketing team
− Creating work to a high standard of accuracy. Checking/testing the system and initiating processes to resolve mistakes
− Be knowledgeable about the music and artistic programme. As well further opportunities Factory International offers to customers and have a great knowledge of the venue in general
PERSON SPECIFICATION
ESSENTIAL
− Excellent communication skills, with experience of supervising staff
− Experience of resolving complex customer service issues and ensuring a positive customer journey across multiple touchpoints
− Ability to multi-task and work well under pressure
− Understanding of selling tickets, memberships and other packages within a box office environment
− Experience of ticketing systems and their functionality
− An understanding of GDPR Compliance
− Experience of handling payments via cash, cheques and credit/debit cards, with experience of resolving financial discrepancies
− Enthusiasm for training, mentoring and support of other colleagues
− Willingness to work evenings and weekends as part of a regular working week
− Excellent organisational skills and the ability to manage multiple priorities and meet deadlines in an often-pressured environment
− Able to work independently with minimum supervision and use strong initiative to ensure responsibilities are completed, issues are raised and problems are resolved quickly and efficiently.
− Commitment to championing inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds
− Enthusiasm for a range of arts and culture
DESIRABLE
− Experience of supervising a customer service team or Box Office in an arts, leisure, hospitality, sports or events environment
− Experience of working operations in a large-scale venue, regularly liaising with promoters and producing manifests and settlements.
− Experience of working with 3rd party ticket agents
− Awareness of disability access issues and how they relate to an entertainment venue/visitor attraction
− Excellent IT and system skills – including box office/CRM platforms.
− Knowledge and experience of the ticketing system Spektrix