Job Description

Role

Box Office Assistants help provide an efficient and effective box office and reception service for all Warwick Arts Centre events acting as the first point of information to all Arts Centre Visitors.

The role will include processing ticket sales and reservations through a specialist computerised ticketing system and gathering and recording data whilst delivering an excellent customer experience.

Box Office Assistants are required to maintain a calm and professional approach in a pressurised and busy office environment and are required to share sometimes complex information on many events and activities, maintaining a strong brand message to Arts Centre visitors at all times.

It is a highly customer-focused role, maintaining communication between customers (including students, conference delegates, visitors) and liaising with internal colleagues to ensure continued smooth and efficient operation.

Hours and days of work:This is a 24hrs per week position of a fixed period until 17 December 2023.

The rota is co-ordinated monthly and covers Monday to Sunday, generally 1 - 9pm but sometimes shifts fall outside of these times in accordance with the Arts Centre events programme (for example, starting at 10am). Shifts are generally six to eight hours long, although can sometimes be longer. Shift times will vary according to the pressure of work, but will include mornings, evenings, weekends, Bank Holidays.We ask that team members provide us with a good level of availability across any given week to help support us being able to cover a full rota.

Duties and responsibilities

Box Office Assistants will help support our team in covering the 7 day a week rota required to staff our busy Box Office operation.Assistants will need to be able to work quickly and efficiently under pressure whilst remaining friendly and helpful. They will also need to be flexible regarding working hours, and able to help at short notice when possible.

Duties and responsibilities include:

• To deliver an excellent standard of customer service through the Box Office and reception to ensure that all customers are dealt with in a prompt, positive and professional manner.

• To administer ticket sales, bookings and reservations (in person, online, telephone) for Warwick Arts Centre and, from time to time, other venues and be responsible for processing ticket sales, exchanges and refunds.

• To process payments including credit/debit card transactions, following Warwick University procedures and reconcile financial transactions daily in preparation for banking and being responsible for all takings.

• To deal with day to day customer related queries (may include parking, travel directions, ticketing, etc.) and receive / administer customer feedback and complaints appropriately.

• To sell merchandise and additional items as required such as theatre tokens and programmes and support sales of memberships, merchandise and fundraising campaigns as directed.

• To be familiar with all performance and ticketing information and effectively communicate all concession offers and special promotions, undertaking cross selling as required, and maximising ticket income at all times.

• To obtain details of any access requirements/requests to facilitate the customers visit.

• To maintain effective communications with internal departments to include Front of House, Programming, Technical, Creative Learning, Marketing, Finance.

• To ensure accurate customer mailing data and marketing information is captured and recorded at all times.

• Maintain the security of the ticketing system at all times and ensure compliance, at all times, with current legislation such as GDPR, DDA, licensing and Health and Safety, and assist with the evacuation of specified areas in emergency situations.

• To open up and close down the office as required following dedicated procedures and maintaining a secure environment as well communicating shift handovers to other team members.

• Support the troubleshooting of any technology issues where possible or escalate if required.

• To receive and handle lost property following Warwick Arts Centre lost property procedures.

• Undertake any other duties as reasonably required to deliver the Box Office/reception function.

Skills and experience

1. Numerate to GCSE level standard

2. Experience of working in a complex office environment and / or experience of working in a customer-focussed organisation and have a strong commitment to delivering excellent customer service

3. Excellent interpersonal skills and ability to deal with all members of the public in person and by telephone

4. Good IT skills, including competency with email. Previous computer experience essential as required to use a complex computer system requiring significant training

5. Previous payment processing experience

6. Ability to work on own initiative and as part of a team

7. Ability to work under pressure

8. Ability to retain and communicate complex information to customers

9. An interest and enthusiasm for the arts

10. Previous box office experience would be beneficial but is not required

Location
Box Office - Warwick Arts Centre, University of Warwick

Additional information
Advert closing date is 3/9/23

Predicted interview date: Early September

ASAP start after successful interview

University of Warwick