Ticketing Services Assistant

3 weeks ago


Perth, United Kingdom Perth Theatre and Concert Hall Full time

**Purpose**

To provide outstanding customer support: maximising sales, cross and up-selling as appropriate across all events.

**Hours available**:Average 25 hours per week (annualised)

**Line manager**:Ticketing Services Manager

**Organisational Relationships**
- Internal: _Marketing, Development, Programming, Customer Experience
- External: _Customers, Promoters, Visiting Companies, Third Party Ticket Agents

**Base**

You will be required to work at Perth Theatre and Perth Concert Hall. You may be required to work in other locations when requested, including working from home.

**Duties and responsibilities**:
**Sales**
- Deliver an outstanding customer experience for all customer interactions points, throughout the ticketing process.
- Maximise sales by up-selling, cross-selling, offering merchandise and pre-sales of food and beverage.
- Maximise fundraised income by ensuring all transactions include an appropriate ‘ask’ and collaborate with the Development Department on initiatives as requested.
- Process transactions accurately across a range of payment methods.
- Proactively work to ensure that sales enquiries are followed up, outbound sales calls are made as directed, and customers are alerted to programme changes in a timely manner.

**Systems**
- Develop knowledge of box-office systems and processes to help put shows on sale across all channels.
- Run reports to generate and analyse data as requested.
- Liaise with colleagues, ticketing agencies, clients, and others to ensure an efficient service.
- Liaise with duty managers to resolve ticket related issues.
- Use the ticketing system to maximise the capture of customer data including marketing preferences and to ensure good practice in recording accurate personal data.
- Attend training as required to ensure up-to-date knowledge of ticketing system functionality implementing changes routinely as required.

*

**Customer Experience**
- Maintain an up-to-date knowledge of events, marketing offers and initiatives by attending briefings and checking file notes and updates.
- Ensure marketing information is displayed appropriately in and around Front of House areas and assist with updating stock and displays in public areas.
- Provide Box Office cover at external venues as required.
- Provide a helpful reception service for the organisation.
- Always communicate professionally and courteously to all customers and staff.
- Be of smart appearance and appropriately attired at all times.
- To undertake additional Customer Service duties to deliver outstanding customer care across all aspects of the customer journey during a shift.

**Other duties**
- Play an important role in the development and delivery of community and/or event fundraising programmes as requested.
- Be aware of the work of other departments in the achievement of Perth Theatre and Concert Hall’s aims.
- Take an active part in communicating and co-operating with other staff and departments.
- Follow all Perth Theatre and Concert Hall guidelines, procedures, and policies.
- Work in accordance with Perth Theatre and Concert Hall Equality & Diversity Policy.
- Be aware of and comply with rules and legislation pertaining to Health & Safety at work.
- Undertake any other duties as may be reasonably required.

**Responsibilities of all staff**
- To be aware of the work of other departments in the delivery of the company’s charitable objectives.
- Take an active part in communicating and cooperating with the entire Perth Theatre and Concert Halls team
- Follow all Perth Theatre and Concert Hall guidelines, policies and procedures
- Work in accordance with the Equality & Diversity Policy of Perth Theatre and Concert Hall
- Be aware of and comply with rules and legislation pertaining to Health and Safety at work
- Have a proactive approach in your day to day approach to your role and your team

**Person Specification**

We are looking for people who can play a vital role in the day-to-day operations of Perth Theatre and Concert Hall operating as a member of a high-performance team, with the following skills and experience:
**Essential Skills & Experience**
- Excellent verbal and written communication skills
- Ability to Multi-task whilst retaining a cool, calm outlook.
- Experience of sales or cash handling
- Excellent customer care skills
- Experience of working with the public
- Excellent computer skills and willingness to learn new software
- Proven track record of working well in a team environment
- Able to work flexibly including evening and weekends

**Desirable Skills & Experience**
- Knowledge of or interest in the arts
- Experience of working in a contact centre or similar sales environment
- Experience of computerised ticketing and telephone systems

**Terms and Conditions**

**Rate of Pay**
- Hourly Rate: £10.42
- Paid monthly in arrears by bacs transfer
- Basic rate of pay will be reviewed annually on 1 April

**Hours of Work**

You will work an average of 25 hrs per week,


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