Ticketing Operations Supervisor(S)

2 weeks ago

Manchester, United Kingdom Factory International Full time

Closing date - 13 February 2023

Interview date - 16/17 February 2023

**Salary**: £25,000 - £28,000

Department: Ticketing

Locations: Office / Factory International

Please note there are multiple roles available with some permanent contracts:
some fixed-term contracts and both full-time and part-time working hour options.

As one of a team of Ticketing Operations Supervisors, you will primarily be responsible for the day-to-day supervision of the ticketing operation at Factory International and off-site events. You will liaise with external promoters and internal departments, whilst ensuring a high level of customer service and efficiency is delivered at all times.

You will be joining us at a busy and exciting time, the role will assist in recruitment of a new Ticketing team for the opening of Factory International and Manchester International Festival 2023, conducting staff training and onboarding sessions. You will contribute to the development of the ticketing and visitor experience offer and champion the ways the ticketing team can contribute to achieving the Factory International’s business objectives.

The responsibilities for the Ticketing Operations Supervisor roles are;
- Manage the Ticketing Assistants, including recruitment, training colleagues on Ticket Office software, systems and operational processes. Ensuring that documentation, training, policies and procedures are regularly reviewed and updated
- Have regular individual and team meetings highlighting items that will affect the team, feedback on performance against targets, discuss required resources and ensure team members are effectively supported in their roles
- Liaise with a wide variety of producers and promoters as well as Ticket Agencies to ensure all sales requirements are carried out efficiently and provide accurate sales report information on request on a regular basis
- Respond to customer complaints either face to face, on the telephone, online, or in writing; authorising refunds, ticket exchanges and the issuing of complimentary tickets where appropriate
- Work collaboratively with colleagues from across the organisation, in particular the Visitor Experience team, to deliver a seamless and positive service experience for all customers
- Amend event setup using the ticketing/CRM system as and when required, including but not limited to adding ticket offers, updating event information, updating venue and access information
- Provide an excellent experience for customers in respect of ticket sales, accessibility, memberships and other services offered by the Ticketing team
- Creating work to a high standard of accuracy. Checking/testing the system and initiating processes to resolve mistakes

The person specification for the Ticketing Operations Supervisors include:
ESSENTIAL
- Strong communication skills, with experience of supervising staff
- Experience of resolving complex customer service issues and ensuring a positive customer journey
- Ability to multi-task and work well under pressure
- Understanding of selling tickets, memberships and other packages (e.g. season tickets) within a box office environment
- Experience of ticketing systems and their functionality (our Box office system is Spektrix and training will be given in this system)
- An understanding of GDPR Compliance good practice
- Experience of handling payments via cash, cheques and credit/debit cards. Experience of resolving financial discrepancies
- Enthusiasm for training, mentoring and support of emerging talent
- Willingness to work evenings and weekends as part of a regular working week.
- Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds

DESIRABLE
- Experience of supervising a customer service team or Box Office in an arts, leisure, hospitality, sports or events environment
- Experience of working with 3rd party ticket agents
- Awareness of disability access issues and how they relate to an entertainment venue/visitor attraction
- Excellent IT and system skills - including box office/CRM platforms
- Knowledge and experience of the ticketing system Spektrix

**Job Types**: Full-time, Part-time, Permanent, Fixed term contract
Part-time hours: 40 per week

**Salary**: £25,000.00-£28,000.00 per year

**Benefits**:

- Casual dress
- Cycle to work scheme
- Sick pay
- Work from home

Schedule:

- Weekend availability

Work Location: One location

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