Customer Experience Supervisor

POSITION: Customer Experience Supervisor

LOCATION: Adelaide Fringe HQ, Call Centre and Various Locations as needed

REPORTS TO: Customer Experience Coordinators

EMPLOYMENT: Casual
START DATE: 9 February 2026
PAY RATE: LPA Production & Support Staff Level 6, $37.35 p/h

KEY RESPONSIBILITIES

Leadership & Daily Supervision

Supervise Customer Experience Assistants and volunteers across customer-facing sites
Deliver shift briefings, assign tasks and monitor performance throughout each shift
Act as first point of contact for escalated customer issues, providing professional and timely resolution
Support a friendly, hardworking team environment that reflects Adelaide Fringe’s values

Operational Delivery

Oversee daily operations at assigned locations, ensuring staff, equipment and materials are in place
Assist with ticket sales, exchanges and merchandise transactions using Red61 as needed
Maintain stock levels of guides, ticket stock, merchandise and other supplies
Complete shift reports, incident logs, and merchandise stocktakes
Liaise with Coordinators and Senior staff to report issues, request updates or flag concerns

Policy & Compliance

Ensure staff follow Adelaide Fringe’s ticketing policies including refunds, exchanges and voucher redemptions
Support accessibility and inclusive service standards across all shifts
Adhere to WHS and PCI compliance policies and report any safety or technical issues promptly
Promote respectful workplace behaviour and inclusive service delivery at all times

ESSENTIAL / DESIRABLE CRITERIA

Education & Experience

Experience in supervising teams in box office, call centre, retail or similar environments
Experience working in customer-facing roles within festivals, events or arts organisations
Familiarity with Red61 or equivalent ticketing systems
Desirable: First Aid and/or CPR certification

Soft Skills & Personal Attributes

Clear communicator and confident team leaser
Calm under pressure with strong problem-solving skills
Professional, inclusive and approachable
Adaptable, organised and responsive to changing needs
Passionate about the customer experience and Adelaide Fringe

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: Thursday 12th 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.