FringeTIX Box Office Coordinator

Applications close: Sun, 13 Oct 2019 at 9:00 AM

POSITION: FringeTIX Box Office Coordinator 
LOCATION: Adelaide Fringe  
TERM: Fixed term, salaried contract position 
SALARY: $52,500 per annum (pro rata)
START: 6 January, 2020
END: 15 March, 2020
REPORTS TO: Box Office Manager 
 
POSITION SUMMARY 

The Box Office Coordinator works within a close team alongside the Head of Ticketing and Digital Operations, Box Office Manager, Ticketing Manager, Digital Project Manager, Senior Ticketing Coordinator and fellow Artist Ticketing and Box Office Coordinators. The main objectives of the role are to successfully bump in and roll out the FringeTIX Box Offices across the CBD and suburban locations. This includes staff management, implementation of policies and procedures, cash collection and coordination of change deliveries, general logistics of stock and the batching and delivery of tickets to venues. Additionally, the Box Office Coordinator will assist in the roll out of e-ticketing across the ticketing platform and support venues and artists in their implementations of the technology. 
 
The role will require a high level of customer service for Adelaide Fringe patrons but also a positive demeanour to deliver a high standard of ticketing services to the venues and artists at the box office locations. 
 
At times, the need will arise for the Box Office Coordinator to share responsibility of the Artist Ticketing Coordinator, which can include the servicing of ticketing requests for artists. This can include but is not limited to cancellation of events, processing complimentary ticket requests and any amends to the ticketing of registered Adelaide Fringe events. 

 

KEY RESPONSIBILITIES
  • Assist with maintaining the operational day-to-day running of all aspects of FringeTIX and associated customer services, including but not limited to:
    • FringeTIX Call Centre support
    • FringeTIX Suburban Outlet support
    • FringeTIX Box Office support
    • Staff rostering
    • Provide high-end FringeTIX user assistance by performing refunds, transaction enquiries and implementing the performance cancellation policy
    • Assisting with daily/weekly reporting and statistics as required
    • Ensuring all FringeTIX box office supervisors are fully briefed about changes regarding staff, procedures and policies
    • Ensure all daily and weekly Box Office and reporting procedures are adhered to
    • Assist with and enforce FringeTIX PCI compliance policy
    • Ensure FringeTIX box offices are well equipped with ticket stock, merchandise and Fringe guides
    • Conduct merchandise audits and ensure merchandise is available for collection or post when required
    • Liaising with software developer and IT consultant in order to ensure FringeTIX outlets can operate in an optimal manner 
  • To assist with and prepare various box office documentation and procedures (banking procedures, shift reconciliation process, hard ticket procedure, risk management) observing Adelaide Fringe policy and PCI requirements 
  • Assist with staff FringeTIX ticketing training and Adelaide Fringe inductions 
  • Coordinate all cash handling processes and train staff accordingly 
  • Responsibility of cash management including daily counting and reporting on safe balances and banking 
  • To liaise with customers and address customer complaints, providing Adelaide Fringe patrons with a high level of customer service and satisfactory resolutions 
  • Providing a high level of customer service to Adelaide Fringe customers in both call centre and box office environments when the need arises  
  • Enforce all FringeTIX ticketing policies regarding exchanges & refunds, lost & stolen tickets and vouchers 
  • To communicate effectively and professionally with artists and promoters and assist with all aspects of ticketing, including but not limited to; changing and adding price types, managing holds, managing and understanding split allocations, adding and releasing holds, performing batch printing, issuing complimentary tickets and explaining ticketing fees & charges  
  • Liaise with and provide support and troubleshooting to venues and artists utilising the new e-ticketing technologies on the VIA platform 
  • Liaising with internal departments (particularly Artist & Events) to ensure FringeTIX staff have the latest information on venues, accessibility and changes to Fringe guide and programming
  • Coordination of volunteers and the batch printing of all tickets for postage 
  • Undertake all projects and activities as directed by the Head of Ticketing, HR Manager and Fringe Director & Chief Executive as required 
  • Work collaboratively with, and provide on-going support to the Ticketing Manager 
  • Observe and follow all Work Health, & Safety regulations and safe working practices, with particular attention to FringeTIX box offices (off-site locations) 
SELECTION CRITERIA
  • Demonstrated experience and proven ability in ticketing/box office management or supervisory role, in a festival or events background 
  • Familiarity with LPA guidelines, Data Protection, PCI compliance and current ticketing/box office knowledge 
  • Ability to liaise and communicate effectively with a broad range of committed staff and stakeholders, both internal and external to the organisation, in a professional and ethical manner 
  • High level computer literacy and competency with ticketing systems, databases, internet, email (Outlook), Microsoft Word and Excel 
  • Excellent time management skills to manage complex tasks and competing deadlines concurrently 
  • Demonstrated high level attention to detail and record keeping skills 
  • Ability to manage and reconcile a large number of online, telephone and cash sales 
  • Demonstrated high level of customer service delivery and ability to resolve customer concerns and complaints in a timely and professional manner 
  • Provide current Police clearance check if successful (essential) 
  • Demonstrated experience in security procedures relevant to the safe handling, storage and transportation of monies 
  • Possess a current Driver’s Licence (C Class) and own vehicle (essential)
HOW TO APPLY

Click here to submit your application:

APPLY FOR THIS ROLE 

Job Number: 19003

View the full position description via the link below.

For any enquiries regarding the role, please call 08 8100 2000.

Aboriginal and/or Torres Strait Islander people are encouraged to apply.

Applications close 9AM Monday 28 October, 2019.

Position description (667 KB pdf)