Applications close: 2025-09-22 (Midnight Adelaide time)
POSITION: Customer Experience Coordinator
LOCATION: Adelaide Fringe Head Office & Festival Sites
REPORTS TO: Senior Customer Experience / Accessibility Cooordinators
START DATE: 24 November 2025
END DATE: 22 March 2026
SALARY: $65,000 per annum (pro rata), plus 12% superannuation
EMPLOYMENT: Full time (Fixed Term)
POSITION SUMMARY
As a Customer Experience Coordinator, you are a frontline leader ensuring Adelaide Fringe audiences, artists and venues receive the best possible festival experience. You will lead the daily operations of box offices, call centre, mobile teams and information points, taking responsibility for staff performance, site standards, and customer service delivery.
This is a hands-on leadership role where you will direct and motivate Supervisors, Assistants and Volunteers, manage site logistics, troubleshoot ticketing and operational issues, and ensure Adelaide Fringe’s policies and procedures are applied consistently. You will also play a key role in the rollout of our e-ticketing system, assisting artists and venues with Red61 Front of House technology and leading your team in its use.
Working under the guidance of the Customer Experience Manager and Senior Coordinators, you will run your site with confidence and autonomy, while escalating higher-level issues when required. You will be an energetic and solutions-focused leader who thrives in fast-paced environments and brings positivity, clarity and direction to every shift.
KEY RESPONSIBILITIES
KEY RESPONSIBILITIES
Team Leadership & Operational Delivery
- Lead the daily operations of box offices, call centre, mobile teams and information booths
- Manage and motivate shift teams, ensuring strong customer service and positive team culture
- Allocate tasks, monitor performance, and provide on-the-ground leadership during shifts
- Assist with rostering staff resourcing, including responding to daily changes
- Oversee merchandise sales, stocktakes and fulfilment at your site
- Deliver Adelaide Fringe’s Christmas Activation/s as part of the CX team
Systems & Ticketing
- Deliver high quality customer service including ticket, voucher, membership and merchandise sales
- Perform advances ticketing functions such as exchanges, refunds and troubleshooting
- Lead your team in the use of Adelaide Fringe’s ticketing system (Red61)
- Assist artists and venues with Red61 Front of House technology during the festival
- Ensure compliance with PCI data standards and ticketing policies
Process Improvement & Compliance
- Uphold Adelaide Fringe policies, WHS standards, and accessibility provisions across all customer-facing operations
- Ensure your team is inducted, briefed, and operating within agreed procedures
- Maintain accurate reporting and shift documentation
- Provide feedback to senior staff on process gaps, customer trends or operational improvements
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 ROLEView 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 (317 KB pdf )