Ticketing and Customer Service Officer

**Ticketing and Customer Service Officer**: Posted on 16 September 2024 Apply
- Directorate BHCC: City Services
- Salary £25979 - £26421
- Contract Permanent

**Location**:
Brighton

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**Job Summary**:
- Job reference
- orbis/TP/733/42154- Positions available
- 2- Working hours
- 37- Closing date
- 27 October 2024- Job category
- Tourism- Organisation
- Brighton & Hove City Council

**Job introduction**:
The Brighton Centre is recruiting for the new position of Ticketing & Customer Service Officer to join their busy Ticketing, Accessibility and Customer Services department.

Two positions of Ticketing & Customer Service Officer are available, and represent a dynamic role supporting the Ticketing & Customer Service Managers with the administration of Box Office at the Brighton Centre. Focus will be on Customer Service around client relationships, the day-to-day processing of ticket sales across all Venue sales channels and via outside agencies, and the post-holders will be the first point of contact across all venue communication channels, running the day-to-day customer contact and event Box Office (daytime and evening).

**Interview date**: Monday 4th and Tuesday 5th November 2024

This role is available as a secondment to internal applicants in line with our secondment policy

**About the role**:
About the role

Combining a seaside location with vibrant city atmosphere, Brighton is one of England’s most accessible and compact cities for national and international events. Nestling between the rolling hills of the South Downs and the sea, the city’s Regency Squares and crescents provide a golden backdrop to the restaurants and bars, pubs and cafes and dozens of clubs and live music venues which make Brighton & Hove the place to be.

The Brighton Centre is an internationally known venue of considerable scale; it hosts conferences, events, exhibitions, meetings, festivals and concerts with a capacity of up to 5,500. The Brighton Centre sells in the region of 250,000 tickets per annum for its live entertainment programme consisting of approximately 90 live performances and holds on average 20 major conventions per year, amounting to a combined total of approximately 220 occupied event days per annum. This contributes to an annual economic impact to the City of Brighton & Hove of circa £1bn per annum, contributing to 18,000 jobs in the local area.

The Box Office team are the customers first point of contact when booking tickets for events at the venue so creating a welcoming first impression is essential. Knowledge of ticketing systems would be beneficial, however training would be given. The post-holders should have previous customer service experience, excellent communication skills, be able to work alone or as part of a team.

Working within an ever-changing business environment the post-holder needs to possess a strong quality driven customer focus, combined with a demonstrable ability to work across the venue in the promotion of innovative customer services. They must be prepared to encounter customers who may be angry or disappointed, investigating and solving these customers' problems, which may be complex or long-standing, keeping accurate records of discussions or correspondence with customers and respond to their concerns in accordance with the Venue’s and the Corporate Customer Service Policies. In addition, they will support the Ticketing & Customer Service Managers with the innovation, development and integration of new technologies relating to ticket purchasing via all platforms as well as developing excellent working relationships with the Marketing Department at the Brighton Centre to facilitate efficient communication, data collection, extraction and analysis of customer data.

The position carries with it the potential for long hours working to very tight timelines. The post-holders must be able and willing to work out of hours including evenings, weekends and Bank Holidays as and when required.

**Additional information**:
**Company information**:
**Encouraging a diverse workforce**

Find out more about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (brighton-hove.gov.uk).

For information about our values and the benefits of working at the council, visit Why work for us (brighton-hove.gov.uk)