Ticketing Services Assistant - Perth, United Kingdom - Perth Theatre and Concert Hall

Perth Theatre and Concert Hall
Perth Theatre and Concert Hall
Verified Company
Perth, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

beBee Recruiter
Description

Purpose

To provide outstanding customer support:
maximising sales, cross and up-selling as appropriate across all events.


Hours available:
Average 25 hours per week (annualised)


Line manager:
Ticketing Services Manager


Organisational Relationships

  • Internal: _Marketing, Development, Programming, Customer Experience
  • External: _Customers, Promoters, Visiting Companies, Third Party Ticket Agents

Base
You will be required to work at Perth Theatre and Perth Concert Hall. You may be required to work in other locations when requested, including working from home.


Duties and responsibilities:


Sales

  • Deliver an outstanding customer experience for all customer interactions points, throughout the ticketing process.
  • Maximise sales by upselling, crossselling, offering merchandise and presales of food and beverage.
  • Maximise fundraised income by ensuring all transactions include an appropriate 'ask' and collaborate with the Development Department on initiatives as requested.
  • Process transactions accurately across a range of payment methods.
  • Proactively work to ensure that sales enquiries are followed up, outbound sales calls are made as directed, and customers are alerted to programme changes in a timely manner.

Systems

  • Develop knowledge of boxoffice systems and processes to help put shows on sale across all channels.
  • Run reports to generate and analyse data as requested.
  • Liaise with colleagues, ticketing agencies, clients, and others to ensure an efficient service.
  • Liaise with duty managers to resolve ticket related issues.
  • Use the ticketing system to maximise the capture of customer data including marketing preferences and to ensure good practice in recording accurate personal data.
  • Attend training as required to ensure uptodate knowledge of ticketing system functionality implementing changes routinely as required.

Customer Experience

  • Maintain an uptodate knowledge of events, marketing offers and initiatives by attending briefings and checking file notes and updates.
  • Ensure marketing information is displayed appropriately in and around Front of House areas and assist with updating stock and displays in public areas.
  • Provide Box Office cover at external venues as required.
  • Provide a helpful reception service for the organisation.
  • Always communicate professionally and courteously to all customers and staff.
  • Be of smart appearance and appropriately attired at all times.
  • To undertake additional Customer Service duties to deliver outstanding customer care across all aspects of the customer journey during a shift.

Other duties

  • Play an important role in the development and delivery of community and/or event fundraising programmes as requested.
  • Be aware of the work of other departments in the achievement of Perth Theatre and Concert Hall's aims.
  • Take an active part in communicating and cooperating with other staff and departments.
  • Follow all Perth Theatre and Concert Hall guidelines, procedures, and policies.
  • Work in accordance with Perth Theatre and Concert Hall Equality & Diversity Policy.
  • Be aware of and comply with rules and legislation pertaining to Health & Safety at work.
  • Undertake any other duties as may be reasonably required.

Responsibilities of all staff

  • To be aware of the work of other departments in the delivery of the company's charitable objectives.
  • Take an active part in communicating and cooperating with the entire Perth Theatre and Concert Halls team
  • Follow all Perth Theatre and Concert Hall guidelines, policies and procedures
  • Work in accordance with the Equality & Diversity Policy of Perth Theatre and Concert Hall
  • Be aware of and comply with rules and legislation pertaining to Health and Safety at work
  • Have a proactive approach in your day to day approach to your role and your team

Person Specification
We are looking for people who can play a vital role in the day-to-day operations of Perth Theatre and Concert Hall operating as a member of a high-performance team, with the following skills and experience:

Essential Skills & Experience

  • Excellent verbal and written communication skills
  • Ability to Multitask whilst retaining a cool, calm outlook.
  • Experience of sales or cash handling
  • Excellent customer care skills
  • Experience of working with the public
  • Excellent computer skills and willingness to learn new software
  • Proven track record of working well in a team environment
  • Able to work flexibly including evening and weekends

Desirable Skills & Experience

  • Knowledge of or interest in the arts
  • Experience of working in a contact centre or similar sales environment
  • Experience of computerised ticketing and telephone systems

Terms and Conditions

Rate of Pay

  • Hourly Rate: £10.42
  • Paid monthly in arrears by bacs transfer
  • Basic rate of pay will be reviewed annually on 1 April

Hours of Work
You will work an average of 25 hrs per week,
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