FringeTIX E-Ticketing Coordinator

Applications close: Mon, 28 Oct 2019 at 9:00 AM

POSITION: FringeTIX E-Ticketing 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 E-Ticketing 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 plan and implement the roll out of e-ticketing and scanning technology. This includes corresponding with venues, the setup of scanners, coordinating the ‘fly squad’ and providing on the ground support for all scanning venues. Additionally, the e-ticketing coordinator will assist with the roll-out and smooth running of the FringeTIX Box Offices.   
 
The role will require a moderate level of Information Technology knowledge as well as a strong knowledge of ticketing and front of house operations. The position is required to liaise on a frequent basis with Adelaide Fringe patrons, artists and venues and provide outstanding service to these entities.  
 
At times, the need will arise for the E-Ticketing Coordinator to share responsibility of the Box Office and Artist Ticketing Coordinators. This includes assisting in day-to-day Box Office operations, and fielding artist requests as they arise.  

 

KEY RESPONSIBILITIES
  • To liaise with the venues which have opted in for e-ticketing, in order to successfully provide them with a scanning device and assist with training FOH staff on how to use the scanning devices
  • Manage the set-up of scanning devices that are to be used throughout the 2020 Adelaide Fringe season
  • To allocate, provide agreements, track and have returned 48 scanners which the Adelaide Fringe hire out to various venues
  • Provide on the ground, over the phone and email support to all scanning venues in a professional and timely manner
  • To assist customers in understanding how to use their e-tickets in order to gain admittance to performances
  • 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 documentation around scanning and e-ticketing, both customer and venue facing 
  • Assist with staff FringeTIX ticketing training and Adelaide Fringe inductions 
  • 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  
  • 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 
  • 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 
  • Experience with scanning devices or ticketing IT systems desired 
  • 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 
  • 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: 19002

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 (668 KB pdf)