Customer Experience Assistant (Fringe HQ)

POSITION: Customer Experience Assistant (Fringe HQ)

LOCATION: Adelaide Fringe Head Office

REPORTS TO: Customer Experience Coordinators

EMPLOYMENT: Casual
START DATE: 9 February 2026
PAY RATE: LPA Production & Support Staff Level 3, $34.48 p/h

KEY RESPONSIBILITIES

Customer Support & Service Delivery

Provide professional, friendly and timely customer service via phone and email
Serve as the first point of contact for general and accessibility enquiries, offering accurate and inclusive support
Process ticket sales, exchanges, refunds, vouchers, memberships and merchandise using Red61
Support accessibility bookings and assist customers through the access booking process
Maintain a strong understanding of the Adelaide Fringe program, venues, show changes, promotions and ticketing policies
Respond to customer enquiries and complaints, escalating when necessary and ensuring a positive resolution

Call Centre Operations

Help ensure the smooth, day to day running of the Adelaide Fringe Call Centre
Participate in shift briefings and keep up to date with real-time changes to shows, venues and services
Report any technical or equipment issues promptly to your supervisor
Support outbound communication tasks such as contacting customers about show changes or cancellations
Maintain a clean, professional and welcoming call centre environment for staff and volunteers

Policy & Compliance

Adhere to Adelaide Fringe’s refund and exchange policies, voucher redemption procedures, and accessibility guidelines
Follow all Occupational Health, Safety and Welfare regulations and safe working practices
Ensure all processes comply with LPA guidelines, PCI obligations and data protection standards
Contribute to a positive and supportive team culture by working collaboratively with staff and supervisors

ESSENTIAL / DESIRABLE CRITERIA

Education & Experience

Experience in customer service, retail, hospitality or a similar frontline environment
Comfortable with phone-based service and multitasking under pressure
Desirable: Familiarity with ticketing systems (Red61 or similar)
Desirable: Experience in a festival, arts or events setting
Desirable: First Aid and/or CPR certification

Soft Skills & Personal Attributes

Friendly, confident and calm under pressure
Strong communicator with attention to detail
Able to work well independently and in a team
Comfortable learning new systems and procedures quickly
Enthusiastic about the arts and live event environments

Please note, in order to be successful in applying for this role you must be available for the specified training date. No alternative will be available.

Training Day: Wednesday 11th February

How to apply

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

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.