ABOUT THE ROLE

A fantastic opportunity to apply your people management skills and passion for customer service to help us deliver first-class service to match our joyful and enriching creative experiences.

KEY RESPONSIBILITIES

Box Office Management

• Set up events, seating plans, price lists, and discount codes on the ticketing system, ready for on-sale deadlines.
• Manage the sale of tickets, memberships, gift vouchers, programmes, interval drinks and merchandise across Wiltshire Creative’s sites.
• Ensure the accurate and timely distribution of tickets including e-tickets, collection and posting.
• Oversee the management of group bookings .
• Ensure the delivery of effective inventory management.
• Oversee the management of dynamic pricing on eligible events.
• Manage the allocation of any complimentary tickets, offers and discounts.
• Extract sales reports from the ticketing system to circulate internally and to external producers.
• Extract payment and activity reports and investigate should any discrepancies arise.
• Manage any sales operation outside of Wiltshire Creative’s venues.
• Undertake any Box Office roles if necessary.

Customer Service

• Ensure the team provide enthusiastic, efficient and friendly service to all customers and visitors – treating everyone with dignity and respect and abiding by safeguarding procedures.
• Ensure the team are aware of the disability and access requirements of audiences and the appropriate services the organisation offers.
• Support the development team with supporter enquiries and ensure excellent stewardship of donors in all interactions with the organisation.
• Satisfactorily resolve any customer complaints that may arise, or escalate to the Director of Audiences if necessary.
• Ensure the team develop an understanding of our work, audiences and local area to facilitate positive conversations and promote our work to audiences.
• Ensure the team attend plays early in the run so that they can promote them to audiences.
• Ensure any lost property is correctly logged, stored, and removed if not collected after a suitable length of time.

Team Leadership and Management

• Ensure appropriate staffing of the Box Office desk(s) by completing a rota for the team.
• Ensure procedures for cashing handling and reconciliation are followed by all team members.
• Ensure the team maintain accurate customer records in line with Wiltshire Creative’s Privacy Policy.
• Ensure the team are aware of current upselling initiatives and encouraging small scale donations from audiences at time of booking.
• Maintain an organised and efficient Ticket Sales environment.
• Attend staff, operational and other meetings as appropriate.
• Hold regular team meetings, 1:1 sessions, and annual appraisals with team members.
• Arrange season briefings for the team ahead of an on-sale date.
• Recruit, induct and train new team members as required.
• Support the Operations team by occasionally undertaking the role of daytime duty manager for Salisbury Playhouse.
• Connect and establish relationships with Box Office contacts in other theatres to share best practice and identify areas of opportunity for Wiltshire Creative.
• Ensure the Box Office standard operating procedures are periodically reviewed and updated.

Communications

• Contribute to marketing initiatives such as pro-active groups activity, keeping the database up to date and assisting with mailings.
• Ensure all communications sent directly from the Ticket Sales team are of a high standard.
• Provide internal communications to staff and volunteers regarding offers and complimentary tickets.

General

• Always act in the best interests of Wiltshire Creative.
• Take positive action to promote Equal Opportunities in all aspects of the work of Wiltshire Creative.
• Abide by Wiltshire Creative’s policies, as set out in the Staff Handbook.
• Maintain confidentiality in all areas relating to Wiltshire Creative.
• Maximise income and minimise expenditure wherever possible.
• Be flexible and to undertake any other reasonable duties as requested by Senior Management.