Ticketing Supervisor

2 weeks ago

Manchester, United Kingdom Factory International Full time

**Closing date - 21 November 2023**
**Interview date - 24 November 2023 (in person)**
**Salary - £26,000 per annum**

**Ticketing Supervisor Job Pack - download here**
- Please note this role requires evening and weekend work as part of regularly scheduled shifts._

As a member of the ticketing team the Ticketing Supervisors will contribute to the ongoing development of Factory International’s ticketing and customer service offer. You will provide day-to-day supervision of the ticketing operation at Aviva Studios, as well as provide supervision for Ticketing Assistants, including 1-2-1’s, training on ticketing software, customer service systems and operational processes.

This is an excellent opportunity to join Factory International’s ticketing team. You will be joining us at a busy and exciting time, as we have opened Aviva Studios. You will contribute to the development of the ticketing and visitor experience offer and champion the ways the ticketing team can contribute to achieving Factory International’s business objectives.

The responsibilities for the Ticketing Supervisor role include;
- Supervise the Ticketing Assistants, including recruitment, training on our CRM software (Spektrix), customer service 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 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
- Support the way we collect customer data through all sales channels to ensure cleanliness, accuracy and consistency, as well as compliance with GDPR
- 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
- Be knowledgeable about the music and artistic programme. As well further opportunities Factory International offers to customers and have a great knowledge of the venue in general

The person specification for the Ticketing Supervisor are;
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 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
- Experience of handling payments via cash, cheques and credit/debit cards. Experience of resolving financial discrepancies
- Enthusiasm for training, mentoring and support of other colleagues
- Willingness to work evenings and weekends as part of a regular working week
- Excellent organisational skills and the ability to manage multiple priorities and meet deadlines in an often-pressured environment
- Commitment to championing inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds Enthusiasm for a range of arts and culture

DESIRABLE
- Experience of supervising a customer service team or Box Office in an arts, leisure, hospitality, sports or events environment
- Experience working in a large scale music venue
- 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

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