Box Office and Customer Service Coordinator

Applications close: 2024-09-23 (Midnight Adelaide time)

KEY RESPONSIBILITIES

Maintain the operational day-to-day running of all aspects of FringeTIX and associated customer services, including but not limited to:
  • Delivery, supervision and support of FringeTIX Box Offices, Call Centre, Info Booth and other FringeTIX sites.
  • Leading the recruitment, training and support of the FringeTIX team
  • Handling rostering, shift changes, performance monitoring, and staff liaison between the casual and senior leadership teams.
  • Rostering, supervision and support to the Fly Squad team
  • Offering advanced assistance to FringeTIX users, performing exchanges, refunds and other ticketing services in line with FringeTIX terms and conditions.
  • Assisting with daily/weekly sales reporting and statistics as required.
  • Ensuring all FringeTIX Box Office Supervisors and casual staff are well-informed about staff changes, WHS regulations, inductions, procedures, and policies.
  • Ensuring all daily/weekly Box Office procedures and reporting are adhered to.
  • Assisting with the implementation & monitoring of PCI compliance and WHS regulations, training and supervising FringeTIX staff in these procedures.
  • Ensuring FringeTIX Box Office sites are adequately equipped with IT resources, end-of-day reports, emergency contacts, stock, merchandise, and Fringe guides.
  • Conducting merchandise stocktakes and supporting the successful execution of merchandise sales and distribution
  • Enforcing all FringeTIX ticketing policies related to exchanges, refunds and voucher sales in line with FringeTIX terms and conditions.
  • Liaise with software developers and IT consultants in order to ensure FringeTIX outlets can operate in an optimal manner.
  • Observing and complying with all work health and safety regulations and safe working practices, particularly at off-site FringeTIX Box Office locations.
  • Assisting in preparing various Box Office documentation and procedures.
  • Communicating with customers and addressing complaints to provide high-level customer service and satisfactory resolutions to Adelaide Fringe patrons.
  • Assisting in the rollout of e-ticketing throughout the festival, providing support and troubleshooting for venues and artists using e-ticketing technologies on the Red61 FOH platform.
  • Adhering to all work health and safety regulations and safe working practices, with a specific focus on off-site FringeTIX Box Offices.
Whilst this position description summarises the purpose of the job and lists its key tasks, it is not a definitive list of all the tasks that may be undertaken. Tasks can vary at the discretion of the Manager, and a degree of flexibility is required to deliver services effectively. The employee may be asked to perform tasks not explicitly mentioned above.
ESSENTIAL CRITERIA
  • Demonstrated experience and proven ability in a Ticketing/Box Office management or supervisory role in a festival or events background
  • Proven leadership skills including team supervision, roster management, recruitment, and task delegation.
  • Familiarity with LPA guidelines, Data Protection and PCI compliance
  • Effective communication skills, capable of interacting professionally and ethically with a diverse range of internal and external stakeholders and committed staff.
  • High level of computer literacy and competency with ticketing systems, arts administration, rostering systems, outlook and Microsoft Word and Excel
  • Excellent time management skills to handle complex tasks and competing deadlines simultaneously.
  • Exemplary attention to detail with a track record of meticulous record keeping.
  • Ability to manage and reconcile a large number of online, telephone and face to face sales
  • Exceptional customer service skills demonstrated by a history of resolving customer concerns and complaints in a timely and professional manner
  • Availability to work over a seven day, rotating roster including the Christmas & New Year period and Public Holidays as required
  • Current Police clearance check if successful
  • Essential flexibility and willingness to work evenings and weekends over a seven day rotating roster
DESIRABLE CRITERIA
  • Current First Aid and CPR Certificate
  • Experience with the Red61 Ticketing System
  • Experience with the Employment Hero rostering system or similar
  • Experience managing or supervising a team of multiple employees
  • Experience working in an open-access arts festival environment
  • Possess a current Driver’s Licence (C Class)
PERSONAL ATTRIBUTES
  • Passionate, articulate and knowledgeable
  • Innovative thinker with the ability to translate ideas into actions
  • High level of attention to detail
  • Self-reliant and self-motivated
  • High level of organisational planning and problem solving skills
  • Ability to cope with high pressure situations and competing deadlines
  • Patient, amiable and good humoured

How to apply

Please ensure you upload a resume and a cover letter outlining your experience and in response to the selection criteria.

APPLY FOR THIS ROLE

View the full position description via the link below.

We strongly encourage applications from First Nations Peoples and welcome applications from those from marginalised groups.

Due to the high volume of applications received we will only contact successful candidates.

Position description (706 KB pdf )