Box Office Assistant

Job Description

Box Office Assistants are often the first point of contact that customers have with the Theatre. Their role is to help customers with any question they may have about performances, seats, tickets and prices, and process transactions for tickets, memberships, gift vouchers, merchandise and other services in a friendly and courteous way, upholding the highest standards of customer service and accuracy.

Box Office Assistants serve customers face to face at the Theatre’s Box Office Counter and occasionally at third party venues, over the telephone and by email. Logical and methodical, with the ability to follow procedures and guidelines accurately, Sales Assistants are required to use their initiative to identify problems and recommend appropriate solutions, and respond to changing or ad hoc requirements. Most of all, Box Office Assistants are ambassadors for the Theatre, delivering world-class customer service and contributing to theatregoers’ enjoyment of visiting the Grand Opera House.

Responsibilities  

• To administrate the sale of tickets, memberships, merchandise and gift vouchers, to record information and keep accurate records of each customer interaction
• To provide precise and timely information to customers about services and products on offer, to anticipate and provide relevant venue information; to provide and apply policies and procedures consistently and with accuracy
• To provide the highest level of customer service and ensure that the service provided is welcoming, enthusiastic, friendly, courteous, anticipating and accessible
• To provide a troubleshooting service for bookings, and resolve minor customer complaints
• To fulfil all selling techniques employed by the theatre to the greatest effect, including segmenting the Box Office database, pro-actively link-selling and up-selling, outbound (cold call) selling and selling at other venues outside of the Grand Opera House
• To work successfully towards daily team and individual sales targets set by the Box Office Manager
• At all times display a professional image of the Grand Opera House through a high standard of uniform presentation by complying with the theatre’s Dress Code Policy, and by maintaining a high standard of housekeeping in the Box Office area
• To be timely and accurate in all activities, including the handling of cash, cheques, credit card details, stock and personal details, ensuring that all times the theatre’s Financial and Data Protection policies and procedures are adhered to

A full and detailed Job Description is available in the Candidate Information Pack linked below.

Person Specification

Box Office Assistants will be sales target-focused, with experience in the provision of high quality customer service and cash-handling. They will be polite, confident, articulate, and friendly individuals. Displaying an ability to work as a member of a team, they will be expected to foster and maintain excellent communication and sustainable relationships with all employees, and internal & external customers. Presenting a positive disposition and professional image, the Box Office Assistants will act as ambassadors of the Grand Opera House at all times.

Essential Experience, skills and abilities

• At least 1 years’ recent paid work experience working in a customer service and sales role which includes the following elements; 
  • providing customer service and sales face to face and over the phone;
  • accurate cash-handling, credit/debit card transactions and till transactions and 
  • working with IT systems, including Microsoft Office products, databases/back-office sales and/or ticketing software.
• Excellent organisation skills and attention to detail
• Excellent communication skills and the ability to deliver sales and interact with a wide range of people
• Strong interpersonal skills and the demonstrable commitment to providing an excellent level of customer service
• Ability to work as part of a team
• Ability to work during normal office hours and early evenings on the required set days is essential
  

Desirable Criteria

• Experience of working with a computerised ticketing system or database system, in particular Spektrix

Terms and Conditions

The Box Office Assistant rate of pay is £12.71 per hour and the contract is for 22.5 hours per week, across three set days, Thursday, Friday and Saturday. The shift pattern on the set days will include both day shifts (9.45am – 5.15pm) and afternoon and early evening shifts (12.30 – 8.00pm). Work on Sundays and Bank Holidays may also be required.