Deputy Ticket Sales Manager

3 weeks ago

Nottingham, United Kingdom Novax Recruitment Full time

Deputy Ticket Sales Manager
Full-time temporary contract
Nottingham
£13.50 per hour
(Needs to have managerial experience within customer service)
The purpose of the role is to assist in the day-to-day management of the ticket sales operation for the Theatre Royal and Royal Concert Hall.
Main responsibilities:

- Full knowledge of Tessitura, our ticketing & CRM system, and efficient use of the system both in terms of day to day operation and the issuing of financial reports. The ability to escalate issues to a higher level where necessary.
- Ability to utilise additional Tessitura tools including, Dashboards to ensure the maximum income for the venues.
- Supporting the Director of Marketing and Communication in ensuring all areas of the Ticket Sales operation are fully PCI Compliant.
- Setting up shows on the ticketing system and ensuring all details are correct before making them available for public sale.
- Liaising with a wide variety of visiting 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.
- Line manage the work of the Ticket Sales Supervisors and the Ticket Sales Assistants. Establish and maintain policies on best working practice, appearance, conduct and politeness of all staff, and ensuring that staffing levels are maintained at a level thatcan cope with demand at all times including rotas and monitoring holidays.
- Working with the Director Marketing and Communications and taking the lead where appropriate on recruitment and training of all new Ticket Sales staff. On an ongoing basis develop staff usage, training on and understanding of the Ticketing system.
- Dealing with customer complaints either face to face, on the telephone, or in writing, authorising refunds, ticket exchanges and the issuing of complimentary tickets where appropriate.
- Monitoring the processing of new Royal Friends memberships and renewals.
- Ensuring the highest levels of security are maintained with respect to the handling and reconciliation of the revenue generated across the Theatre Royal & Royal Concert Hall. Liaising with the Head Cashier to maintain cover for the Cash Office.
**Requirements**:

- Knowledge of and experience in good customer service practices.
- Experience of dealing with and resolving customer problems and complaints, both verbally and in writing.
- Experience of managing staff in a customer facing environment.
- Experience in recruiting and training staff in a customer facing environment.
- Experience in developing and implementing staff rotas.
- Experience of handling payments via cash, cheques and credit/debit cards.
- Experience of resolving financial discrepancies.
- Previous responsibility for the handling, safekeeping and securing of cash.
- Experience of dealing with credit and debit card merchants and resolving any associated issues.
- Experience of working with computerised box office systems at a management level, including using systems to set up and report on shows.
- Experience of Windows based software and the ability to use Microsoft Word and Excel to produce documents and sales reports.
- Understanding of internet sales and its usage and benefits to the sales and marketing function.
- Access Issues Awareness of disability access issues and how they relate to an entertainment venue.
- A proven understanding of the working of a theatre venue and experience of managing issues which may affect Box Office i.e. cancelled performances, failure of ticketing and phone systems, promoter requirements etc.
- An interest in theatre, music, entertainment and the arts in general.

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