Deputy Box Office Supervisor at The Lyric Theatre

Lyric Deputy Box Office Supervisor

Job description

Business unit: Ticketing & Sales Department

Responsible to: Box Office Operations Manager

Box Office Supervisor

Responsible for: N/A

Key internal contacts: Box Office Operations Manager

Security

Stagedoor/Reception

Theatre Managers / Technical HODs

Visiting / Producing / Event Company

Key external contacts: Ticket Agents (as necessary)

About Nimax Theatres

Our theatres currently have a combined capacity of 5,600 seats and, in addition to hosting some of the UK’s most critically acclaimed and successful plays and musicals, present a busy and varied programme of comedy, concerts and children’s theatre.

We are a unique, diverse, loyal team founded on respect. We are here to put on great shows that people want to come and see, and deliver a fantastic experience in beautiful buildings.

About the role

The Deputy Box Office Supervisor at the Lyric Theatre works closely in the Box Office team with the Box Office Supervisor and Box Office Clerk delivering a first-class box office service, maximizing sales, deputizing for the Box Office Supervisor, and ensuring high standards of customer care and service for all those who enter the building. As the first point of contact for many visitors to the theatre, the team will not only deliver box office services but will be welcoming everyone who comes into the building, ensuring a positive experience for all.

Key duties and responsibilities

Box Office
- To deputise for the Box Office Supervisor.
- To assist the Box Office Supervisor compiling staff rotas as required.
- To assist customers with purchasing tickets, general enquiries about facilities, activities and events, to be familiar with all information pertaining to current and future performances.
- Allocate and process ticket agent sales not handled by the Trade Desk. Liaise with ticket agents.
- Process redeemed SOLT Theatre Tokens. Sell SOLT Theatre Tokens.
- Capture patron details in compliance with data protection policies and systems.
- Reconcile counter takings on a daily basis. Secure monies.
- Batch print and despatch tickets or prepare for collection.
- Cross sell theatre tickets within the Nimax Theatres group in line with the Company’s procedure.
- Refund or exchange nominated tickets/sales following cancelled or rescheduled performances.
- To report on ticket sales as may be requested by the Company including but not limited to the standard end of night box office reports.
- To send the Box Office Return to Society of London Theatre weekly.
- To send the weekly box office figures as required.
- Attend in house and externally organised training sessions as required by the Company.
- Exercise total confidentiality, discretion and integrity regarding information acquired as a result of the position held in the box office.
- To carry out all duties consistent with the title Deputy Box Office Supervisor and any other duties as may be reasonably requested by the Company.

Health and Safety
- Participate in and comply with arrangements laid out in the Company’s Health and Safety Policy and other related method statements, risk assessments and policies.
- Participate in and comply with arrangements laid out in Fire Risk Assessment and Evacuation Plan including training and rehearsal drills.

General
- To be responsible for identifying and undertaking training and development as required to meet business needs.
- To always act in the best interests of Nimax Theatres Limited and in line with all company policies.
- To undertake any other duty commensurate with the level of the post as may be required by the Box Office Operations Manager.

This job description is not an exhaustive document but is a reflection of the current position and details may be changed from time to time. The post-holder will be required to carry out any other duties as may be reasonably requested consistent with their job title and status. The duties contained within this Job Description must be performed at all times within the Company’s stated guidelines and operational policies.

Person specification

**Essential**
- Customer Service Experience.
- Time Management skills and experience of working under pressure to deadlines.
- Excellent team working and interpersonal skills, with the ability to build effective relationships with a wide range of people.
- Excellent time management and organisational skills, with ability to multi-task, prioritise and problem-solve.
- Excellent written and verbal communication skills, including confident telephone manner and ability to present well in person.
- Positive and outgoing approach to customer service, with ability to promote Nimax Theatres and our shows to customers.
- Ability to self-motivate, use own initiative and maintain attention to detail while working under pressure and meeting strict deadlines.
- IT-literate and highly proficient in using Microsoft Office, including Outlook, Word and Excel.

**Desirable**
- Experi