Applications close: 2025-11-03 (Midnight Adelaide time)
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
START DATE: 9 February 2026
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
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 (302 KB pdf )