Ticketing Assistants

3 weeks ago


Manchester, United Kingdom Factory International Full time

**Closing date - 05 June 2024**
**Interviews - w/c 10 June 2024**
**Salary - £12 per hour (Manchester Real Living Wage)**Ticketing Assistants (FTC) Job Pack - download here**
- Please note this is a fixed term role (01 July - 06 September 2024)_

We are offering an exciting opportunity to join the Factory International Ticketing team over the summer period
- Shift work includes daytime, evenings, and weekends. With variable hours across Mon-Sun, 9am-9pm (anticipated to be 28 - 35 hours per week)_

The key responsibilities for the Ticketing Assistants include;
- Perform transactions for all events on the ticketing system with efficiency and accuracy
- Work cross-departmentally to process internal ticket requests
- Respond quickly and positively to questions, requests, problems, or complaints.
- Maintaining our customer records and updating customer details where necessary
- Act as the first point of contact in the box office live in-venue at events: issuing ticket reprints and resolving booking issues, ticket collections and customer/guest lists
- Attend regular meetings within both the ticketing team and the wider Factory International team
- Know and understand the operations of the ticketing system. Familiarise yourself with each event (ticket prices, discounts, restrictions, reserved or general admission seating, etc.)
- Monitor customer experience and actively provide feedback and suggestions to help improve services
- Promote and process membership enrolments and renewals and offer customers any upselling opportunities
- Maintain knowledge about our artistic and music programme and the venue

The person specifications for the Ticketing Assistants are;
ESSENTIAL
- Confident, enthusiastic, professional, and self-motivated
- Good, clear verbal communication skills
- Ability to multi-task and work well under pressure
- An understanding of GDPR Compliance
- Experience of handling payments via cash and credit/debit cards
- Available to work evenings and weekends as part of a regular working week with flexibility of working hours to suit the seven-day nature of the ticketing operation

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
- Understanding of selling tickets, memberships and other packages 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)
- Experience of resolving complex customer service issues and ensuring a positive customer journey
- Awareness of disability access and how they relate to an entertainment venue/visitor attraction
- Excellent IT and system skills - including box office/CRM platforms
- Enthusiasm for training, mentoring and support of emerging talent


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