Box Office Customer Service Supervisor X 2

2 weeks ago


Edinburgh, United Kingdom Edinburgh Festival Fringe Society Full time

**Closing date**: 10:00 on Monday 8 April 2024
**Interview date**: Monday 22 April 2024
**Start date**: Monday 03 June 2024
**End date**: Friday 06 September 2024
**Location**: Office based, central Edinburgh

**Background**:
The idea at the heart of the Edinburgh Festival Fringe is simple: anyone with a desire to perform and a venue willing to host them is welcome. No individual or committee determines who can or cannot perform at the Fringe.

It all began in 1947 with eight companies - six of them from Scotland - taking a risk, turning up uninvited and performing on the ‘fringe’ of the inaugural Edinburgh International Festival. Over 75 years later, the Fringe has grown to become one of the greatest platforms for creative freedom in the world, second only to the Olympics in terms of global ticketed events. In 2023, 3,553 shows took place in 288 venues across Edinburgh.

The Edinburgh Festival Fringe Society was founded by artists to nurture and uphold the Fringe's values of inclusivity, experimentation and imagination. We exist to support, advise and encourage everyone who wants to participate in the Fringe, provide information and assistance to audiences, and celebrate the Fringe and what it stands for all over the world.

The principal role of our Customer Service Supervisors is to manage and advise a team of Customer Service Assistants and to ensure the efficient operation of the Customer Services team. The Customer Service Supervisors are responsible for providing an exceptionally high standard of service to the customers of the Edinburgh Festival Fringe Society. Under the guidance of the Community Ticketing and Customer Service Coordinator, and with the help of the Customer Service Assistants, the successful applicants will be responsible for dealing with customer queries, issues and complaints.

These roles will also work closely with the Box Office Management team and the Fringe Society’s Operations, Digital and Social Media teams to ensure that the Fringe ethos of providing excellent customer service is adhered to across the organisation.

**Role and responsibilities**:

- Devising and delivering training to the Customer Service Assistants.
- Supervising, supporting and advising the Customer Service Assistants.
- Ensuring the professional and effective daily operation of the Customer Services team alongside the other Customer Service Supervisor.
- Ensuring that all customer issues, questions and complaints are dealt with in a timely manner.
- Ensuring that all Fringe Box Office procedures, processes and policies are followed by the Customer Services team.
- Ensuring all relevant financial procedures are followed by the Customer Services team.
- Working with the Access Bookings Coordinator to assist with access bookings and supply venue access information to customers.
- Working with the Operations team at the Fringe Society to support other topics related customer service delivery for the festival.
- Working with the Marketing team at the Fringe Society to support customer enquiries through social media.
- Assisting with other festivals or events that are ticketed through the 180 Box Office if the Fringe workload allows.

**Person Specification**:
**Essential**:

- Extensive previous experience in a customer facing role, including managing complaints
- Experience in supervising a team of people, delegating effectively while maintaining clear oversight of activities
- Strong team working skills, complemented by the ability to take the initiative in time pressured situations and demonstrable problem-solving skills
- Excellent verbal and written communication skills with an understanding of how to write in a polite, professional, clear and concise manner when dealing with the public
- Ability to work calmly and efficiently in a high-pressure environment and be flexible and responsive to changing demands on time
- Proficient computer skills including a good working knowledge of Office 365 packages.

**Desirable**:

- Experience of working in a festival environment
- Knowledge of general box office procedures and practices
- Experience with the Red61 Ticketing System
- Experience with people with additional access requirements.

**Rate of pay and hours of work**:
The Fringe have identified six pillars of commitment around the sustainable delivery of their work, are active members of the Festivals Edinburgh Sustainability Working group and include climate action as one of the headline targets in the Fringe development goals. As part of the commitments of this work, all Fringe staff members are expected to assist with the Fringe Society’s environmental goals and consider these in all elements of your work.

Application deadline: 8th April, 2024



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