customer sales advisor

Job reference

REQ01249

Date posted

04/11/2025

Application closing date

18/11/2025

Location

Southend

Salary

£12.89 per hour

Package

Contractual hours

40

Basis

Full time

Job category/type

Ticketing

Job description

ABOUT TRAFALGAR ENTERTAINMENT (TE)

Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a premium international live entertainment business focussed on new productions, venue ownership, Performing Arts education, theatre ticketing, the distribution of live-streaming innovative content and the provision of great theatres where people can come together to share in the experience of live entertainment. TE is home to Trafalgar Theatres, The Chiswick Cinema, Trafalgar Theatre Productions, Trafalgar Releasing, Trafalgar Tickets, Stagecoach Performing Arts, Drama Kids/Helen O'Grady Drama Academy, ticketing company London Theatre Direct, Stagedoor, Jonathan Church Theatre Productions, and Imagine Theatre.

We are passionate about entertainment, audiences, and the live experience and we value Creativity, Collaboration, Excellence and Respect.

ABOUT THIS ROLE

The Customer Sales Advisor is responsible for dealing with customer ticketing enquiries through all channels, as the first point of contact. It requires proficiency in completing the sales process and be able to ascertain individual customer requirements, utilising product and service knowledge to upsell and tailor the customer experience. Providing a seamless service to all and exceeding customer expectations.

ABOUT YOU

You're a natural communicator who enjoys helping people and takes pride in delivering great service. You stay calm under pressure, hand problems with a positive attitude and know how to make every customer feel valued. You're comfortable switching between phone, email and live chat – and you bring enthusiasm and curiosity to everything you do.

JOB ROLE

Join our friendly contact centre team supporting venues across the UK and the West End. As a Customer Sales Advisor, you'll be the first point of contact for theatregoers, handling calls, emails and live chat. From ticket sales and seating queries to show information and after-sales support, you'll help customers enjoy a smooth and memorable booking experience.

KEY RESPONSIBILITIES

To contribute to and support the development and implementation of contact centre, goals and objectives. Personally contribute to an environment where colleagues want to work and customers feel valued.

To stay abreast of new developments within the group, in particular new ventures, venue portfolios and disruptions to ticketed events (potentially impacting service deliverability).

PERFORMANCE MEASURES

• Carry out a range of processing tasks and handling of customer calls ensuring relevant productivity and quality measures are achieved for Trafalgar Theatres customers in line with specified KPI's
• Take ownership of customer problems, solving them at first point of contact and escalate when required
• To welcome positive and negative feedback about the contact centre and ensure any relevant details are passed onto your Team Leader to help improve the service it offers
• To ensure the ticketing systems records are maintained and accurate
• Collaborate within the team to clarify facts, exchange information or resolve enquiries and issues
• Develop and maintain a good working relationship with the Ticketing Operations and Venue Based Teams to promote a seamless ticketing service across the group
• To respond to customer queries and complaints in a timely and accurate way escalating to the Customer Contact Team Leader / Manager where applicable
• To ensure that customer data, confidential records and financial records within the department are always stored and shared confidentially (and in line with data protection, privacy, PCI compliance and other policies and legislation)
• Take personal responsibility to ensure you are working in accordance with Health, safety and environmental standards.
• To undertake training as required for the effective performance of your duties
• At all times, act as an ambassador for Trafalgar Entertainment and in accordance with our values

This Job Description is not an exhaustive description of your duties. You will be required to adopt a flexible approach to your role and responsibilities. In particular, from time to time, you may be required to undertake such alternative or additional duties as may be commensurate with your skills, experience and capabilities.

Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people in groups where we are under-represented, for example people with disabilities, from minority ethnic groups, older returners and people who are neurodivergent.

We are curious, courageous and ambitious, empowering people to challenge and innovate in pursuit of excellence.