About the Role

This is a fantastic opportunity to apply your people management skills and passion for customer service to help us deliver first-class service to match our joyful and enriching creative experiences.

Key Responsibilities

Box Office Management

• Set up events, seating plans, price lists, and discount codes on the ticketing system, ready for on-sale deadlines.
• Manage the sale of tickets, memberships, gift vouchers, programmes, interval drinks and merchandise across Wiltshire Creative’s sites.
• Ensure the accurate and timely distribution of tickets including e-tickets, collection and posting.
• Oversee the management of group bookings.
• Ensure the delivery of effective inventory management.
• Oversee the management of dynamic pricing on eligible events.
• Manage the allocation of any complimentary tickets, offers and discounts.
• Extract sales reports from the ticketing system to circulate internally and to external producers.
• Extract payment and activity reports and investigate should any discrepancies arise.
• Manage any sales operation outside of Wiltshire Creative’s venues.
• Undertake any Box Office roles if necessary.

Customer Service

• Ensure the team provide enthusiastic, efficient and friendly service to all customers and visitors – treating everyone with dignity and respect and abiding by safeguarding procedures.
• Ensure the team are aware of the disability and access requirements of audiences and the appropriate services the organisation offers.
  
• Support the development team with supporter enquiries and ensure excellent stewardship of donors in all interactions with the organisation.
• Satisfactorily resolve any customer complaints that may arise, or escalate to the Director of Audiences if necessary.
• Ensure the team develop an understanding of our work, audiences and local area to facilitate positive conversations and promote our work to audiences.
• Ensure the team attend plays early in the run so that they can promote them to audiences.
• Ensure any lost property is correctly logged, stored, and removed if not collected after a suitable length of time.

Team Leadership and Management

• Ensure appropriate staffing of the Box Office desk(s) by completing a rota for the team.
• Ensure procedures for cashing handling and reconciliation are followed by all team members.
• Ensure the team maintain accurate customer records in line with Wiltshire Creative’s Privacy Policy.
• Ensure the team are aware of current upselling initiatives and encouraging small scale donations from audiences at time of booking.
• Maintain an organised and efficient Box Office environment.
• Attend staff, operational and other meetings as appropriate.
• Hold regular team meetings, 1:1s, and annual appraisals with team members.
• Arrange season briefings for the team ahead of an on-sale date. 
• Recruit, induct and train new team members as required.
• Support the Operations team by occasionally undertaking the role of daytime duty manager for Salisbury Playhouse.
• Connect and establish relationships with Box Office contacts in other theatres to share best practice and identify areas of opportunity for Wiltshire Creative.
• Ensure the Box Office standard operating procedures are periodically reviewed and updated.

Communications

• Ensure all communications sent directly from the Ticket Sales team are of a high standard.
• Provide internal communications to staff and volunteers regarding offers and complimentary tickets.

General

• To always act in the best interests of Wiltshire Creative, positively enabling delivery of our objectives and acting as an ambassador for our work.
• To abide by Wiltshire Creative’s policies, including the staff handbook and associated people policies, and Safeguarding, Health & Safety and Sustainability policies. 
• To promote and champion Wiltshire Creative’s values through actions and behaviours.
• To maintain confidentiality in all areas relating to Wiltshire Creative.
• To attend staff meetings and internal meetings, unless delivery of planned programme of work prohibits.
• To support the work of other departments through effective collaboration when required. 
• To seek continuous improvement in processes, standards and knowledge.
• To maximise income and minimise expenditure wherever possible.
• To be flexible and to undertake any other reasonable duties as requested by Senior Management.
  

About You

• A proven track record of excellent customer service – preferably within an arts or leisure environment.
• Strong and proven line management skills, including the ability to motivate a team working shift patterns, preparing rotas and managing workloads.
• Ability to drive ticket sales and maximise income.
• Experience of using Spektrix or a similar ticketing system.
• Strong planning, project management, time management and administration skills.
• Strong written and verbal communication skills, including experience of collaborating with internal teams and external partners.
• IT skills, including Microsoft Excel, Word and Outlook.
• Ability to remain calm while working under pressure.
• Ability to work as part of and lead a team.
• Flexibility to work evenings and weekends.
• A genuine interest and understanding of the overall work of Wiltshire Creative.

Download the Recruitment Pack

View/Download Box Officer Manager Recruitment Pack