Deputy Customer Experience Manager Welcome Team | Orchard Theatre | Fixed Term Contract
Having opened in the 1980s, the Orchard Theatre in Dartford has gone on to establish itself as one of South East’s leading live entertainment venues with an eclectic programme of top-quality musicians, drama, comedy, dance, family shows, one-night events, and pantomime.
About This Role:
* Manage all administrative ticketing processes to ensure performances are correctly on sale, including liaising with in-house ticketing teams, producers, event promoters, hirers, schools and external agencies.
* Monitor and appropriately manage sales, audience figures, agency allocations and all aspects of ticketing management.
* Motivate, train, supervise and line manage venue-based ticketing staff, ensuring the ticket office is adequately staffed in line with business needs.
* Ensure excellent customer service standards and proficiency in company processes and use of the computerized ticketing system among all Ticket Office staff, rolling out company-wide initiatives and training as appropriate.
* Keep the ticketing team updated with changes to policies, procedures and show-related information through briefings and regular meetings.
* Operate the department in line with key legislation, including PCI compliance, GDPR and other regulatory frameworks.
* Manage and delegate ticket requests from general enquiries for theatre performances and hospitality, visiting company seating, charity requests, promotions and the administration of ticketing aspects of the membership scheme.
* Maximise sales revenues through efficient and effective sale of tickets and upselling of memberships, events and other items as required.
* Maintain the ticketing database, undertake routine housekeeping of the ticketing system to ensure data hygiene.
* Act as Duty Manager for performances, managing the Customer Experience Team and ensuring excellent service standards.
* Support the Stage Door area, ensuring security of backstage and administrative areas; monitor entry/exit, maintain signing-in/out records, issue wristbands and lanyards to visitors and visiting companies when appropriate.
* Monitor CCTV, fire and intruder alarms.
* Manage theatre car parking spaces within agreed procedures.
* Manage issue and return of theatre keys and radios.
* Dress in accordance with company uniform policy and wear protective clothing as issued, if applicable.
* Attend and take notes in meetings as required.
* Undertake relevant training and development required and stay up to date in the field.
* Collaborate with central teams and TE businesses as needed.
About You:
* Literacy and computer literacy appropriate to the position, with strong awareness of Excel and ticketing systems.
* High level communication skills and an excellent manner when dealing with the public, Orchard Theatre staff and industry colleagues. Strong customer service skills are essential.
* Confidently manage a small team to meet targets and requirements set by the Customer Experience Manager/Theatre Director in a timely and professional manner.
* Flexible to business needs.
* Work calmly and effectively under pressure.
* Demonstrate enthusiasm for live theatre and entertainment.
* Organised, outgoing and professional attitude.
* Understanding of Health and Safety.
* Ability to work alone.
Key Information
* Position Title: Deputy Customer Experience Manager
* Location: Orchard Theatre / Orchard West (Dartford, DA1 1BX, GB)
* Contract: Fixed Term Contract
* Hours: 30 hrs/week – 5 days from 7am, including evenings, weekends & bank holidays
* Annual Leave: 33 days (pro rata) inclusive of bank holidays
* Salary: £23,000‑£25,000 per year
Benefits
* Discounted theatre tickets
* Training and development plans
* Hundreds of savings across retailers with TE&ME
* Access to mental health resources
* And much more...
Eligibility criteria applies.
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