Job Description

Job Title: Box Office Operator

Reports to: Box Office Supervisors

Department: Box Office

The Job

Box Office Operators are the public face of the Festival and King’s Theatres. Box Office Operators provide information and promote, co-ordinate and administer bookings for performances at the King’s and Festival Theatres.

Box Office Operators build relationships with bookers through exemplary customer service to maximise attendance and income.

Key Result Areas

·  Consistent excellence in customer service

·  Successful up-selling and cross-selling

·  Achieving income targets

Main Responsibilities

Sales and Customer Service

·  Sell tickets over the telephone booking line and face to face over the counter; process bookings and handle all enquiries

·  Cross sell productions and other services

·  Sell and up-sell memberships

·  Provide accurate information, including forthcoming productions, ticket prices, etc.

·  Ensure high standards of customer care are achieved

·  Proactively sell productions to the public

·  Follow up expired reservations

·  Balancing of daily personal sales

Data Management

·  De-duplicate patron records

·  Maintain and develop database, including coding of customers for segmented and targeted mailings

Working with other departments and to the Trust’s Business Plan

·  Provide administrative support cross the organisation as required

·  Champion and promote the Trust’s work and productions by supporting marketing activities

General

·  Act as the public face of the theatres to deliver a high level of customer service

·  Maintain excellent working relationships with colleagues across the Trust

·  Fulfil any other duties as required by the Box Office Manager, Box Office Deputy Manager, Box Office Supervisors or any member of the Trust’s senior management team

·  Work across both the Festival Theatre and King’s Theatre on a rota basis to ensure appropriate cover as directed by the Box Office Managers/Box Office Supervisors. To assist Box Office Supervisors with administration duties, including processing internet bookings and Marketing support.

Ensuring that the Trust’s policies and procedures are followed

·  Working within the Trust’s brand guidelines

·  Working within the Trust’s financial and control procedures

·  Comply with relevant legislation and regulations, including Health and Safety, Environmental Health, PVG checks and Children’s Performance Licensing

·  Identify and propose potential improvements to the Trust’s policies and procedures

Philosophy

The Festival and King’s Theatres aims to be a good employer providing career development and training for employees, caring about our audiences and building long-term relationships with them, forging close and mutually beneficial relationships with stakeholders and business partners and by contributing to and being part of the community we serve. We will always try to exceed minimum standards and expectations.

The King’s and Festival Theatres strive to be an organisation where our people are empowered, motivated and engaged by their work and enjoy working together to deliver our shared aims and objectives.

Values

·  Consideration – We will treat everyone that we meet with respect and courtesy.

·  Collaboration – Working together as a team, we will share information, learn from and support each other and use this approach with our stakeholders and partners.

·  Professionalism – We will behave with integrity, remain aware of our responsibilities and our position in the community, our status as a charity and a publicly funded organisation.

Successful candidates will be required to demonstrate commitment to meeting the Trust’s core values.

Person Specification

Job Title: Box Office Operator

This is a profile of the experience, skills and aptitudes required of the post of Box Office Operator and lists the criteria, essential and desirable, that will be used in short-listing and selecting candidates objectively and ensures transparency in the decision-making process.

E / D
Experience
Experience of computerised ticketing systems / ü
Experience of ENTA ticketing system / ü
Experience of SRO4 ticketing system / ü
Experience of Audience View ticketing system / ü
Experience of in-bound telesales / ü
Experience of cross selling / ü
Experience of selling / ü
Experience of up selling / ü
Experience of handling cash / ü
Experience of working with large consumer databases / ü
Experience of working across a multi-site performing arts venue / ü
Skills and Knowledge
High degree of computer literacy / ü
Knowledge of the Performing Arts / ü
Good skills in Microsoft Excel / ü
Good skills in Microsoft Word / ü
Excellent attention to detail / ü
Attributes and Abilities
Commitment to excellence in customer service delivery / ü
Confidence to use initiative and be proactive / ü
Commercial awareness / ü
Flexibility to work easily across all departments to achieve common aims and to see collaborative opportunities / ü
Commitment to work flexible hours, including evenings and weekends / ü
Punctual / ü
Qualifications and Training
Mathematics 1-2 Standard Grade / A*- C GCSE / ü
English 1-2 Standard Grade / A*- C GCSE / ü
Other
Flexible approach to work duties / ü
Strong advocate for the Trust: its vision, mission and in all its activities / ü


Outline terms and conditions

The details below are intended as a useful guide to some general terms and conditions for this post.

Job Title: Box Office Operator (Part Time)

Line Manager: Box Office Supervisors

Salary: £8.45/hour

Status: Fixed-term contract, 0-40 hours per week, running until the 31st March 2018.

Team Members: Head of Sales and Marketing, Box Office Manager, Deputy Box Office Manager, Box Office Supervisors, Box Office Seniors, Box Office Operators.

Hours: 0-40 hours per week.
Shifts are generally between the hours of 9.45am – 7.45pm working across both venues.
For this recruitment drive we are particularly looking for applicants who can work over the Festive period (including the 27th, 28th and 29th of December and the 2nd of January) and can work 2-4 days a week.
Candidates must be flexible about shift patterns.

Probation: There is a probationary review period of one month. On a day to day basis during this period you will have the opportunity to discuss with Box Office Supervisors how you are progressing.

Notice period: 4 weeks

Box Office Operator 2017

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