Are you experienced in managing or supervising a busy ticketing operation? Can you deliver excellent customer service across multiple sales channels? Do you have working knowledge of a busy Box Office or call centre? Are you looking to work in a busy, multi-sited, creative venue that sells over 500,000 tickets each year?
We are looking for two Sales and Ticketing Supervisors to supervise and support our large team of Sales Operators, ensuring exceptional customer experiences across ticket purchases, enquiries, and on-site interactions. This role is vital in shaping positive audience relationships, encouraging visitors to return, deepening engagement and recommending the RSC to others.
These positions are based on site in Stratford-upon-Avon and are offered as a full time, permanent roles, working 37.5 hours a week over 5 days out of 7 including Saturdays and Sundays (max of 12 Sundays per year), working shifts starting no earlier than 8:30am and ending no later than 8:30pm.
Reporting to the Senior Sales and Ticketing Manager, key areas of responsibility include (please see the Role Profile for the full list):
* Supervising a team of Sales Operators to maintain consistently high service standards across all customer touchpoints.
* Supporting the Sales and Ticketing Manager and Senior Sales and Ticketing Manager in managing the day-to-day Box Office operation across our seven-day service, ensuring efficient delivery of ticketing and customer support functions.
* Undertaking all Box Office duties by phone, email, and in person at our Stratford-upon-Avon Contact Centre and counters.
* Supporting staff with customer or technical issues, resolving escalated or complex queries promptly.
* Preparing daily operations, including system updates, ticket offers, rota adjustments, and resource allocation.
* Collaborating with internal teams, contributing to ongoing improvements in service quality, accessibility, and operational processes.
To be suitable for this role, it is essential that you have:
* Experience managing or supervising a ticketing operation, with the ability to inspire, motivate, and positively influence a team (transferable experience welcomed).
* A working knowledge of ticketing systems (preferably Tessitura)
* Excellent written and verbal communication, with the ability to brief and guide staff at all levels.
* Strong IT and administrative skills, including Microsoft Office (Excel, Teams Shifts), and experience with customer contact software (desirable).
* Strong organisational and task management skills, with the ability to prioritise and delegate effectively.
* Ability to structure and maintain data records, prepare reports, and analyse information.
* Excellent numeracy skills and confidence handling financial tasks, including payment reconciliation.
* Excellent customer service across multiple channels (phone, online, in person).
This role sits within Brand and Audiences, a collaborative, audience-focused department working closely with Front of House, Marketing, Tours, and other visitor-facing teams.
Application Process
All applications should be made online using the RSC website. If you need any assistance when applying, please email jobs@rsc.org.uk
The interviews will be in the week commencing 27 April.
About the RSC
The RSC strives for excellence, and values creativity, inclusivity, sustainability, collaboration, and accountability.
We can offer great benefits and aim to create a welcoming, supportive environment which is happy, healthy and safe. We place great importance upon developing a diverse, highly motivated and energised workforce to help achieve our priorities. We put our values at the heart of everything we do.
We are committed to building a diverse workforce and welcome applications from all individuals.
We believe that safeguarding children and adults is everyone's responsibility, and everybody working at the RSC has a duty to place safeguarding at the heart of their work. We welcome candidates who will support and advocate the RSC's environmental objectives continuing to improve our sustainability work and actions both on and off stage.
The Royal Shakespeare Company (no. 212481) is a registered charity.