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Job description

Box Office Assistants are often the first point of contact that customers have with the Theatre. Their role is to help customers with any question they may have about performances, seats, tickets and prices, and process transactions for tickets, memberships, gift vouchers, merchandise and other services in a friendly and courteous way, upholding the highest standards of customer service and accuracy. Box Office Assistants serve customers face to face at the Theatre’s Box Office Counter and occasionally at third party venues, over the telephone and by email. Logical and methodical, with the ability to follow procedures and guidelines accurately, Sales Assistants are required to use their initiative to identify problems and recommend appropriate solutions, and respond to changing or ad hoc requirements. Most of all, Box Office Assistants are ambassadors for the Theatre, delivering world-class customer service and contributing to theatregoers’ enjoyment of visiting the Grand Opera House..

Responsibilities

• To administrate the sale of tickets, memberships, merchandise and gift vouchers, to record information and keep accurate records of each customer interaction
• To provide precise and timely information to customers about services and products on offer, to anticipate and provide relevant venue information; to provide and apply policies and procedures consistently and with accuracy
• To provide the highest level of customer service and ensure that the service provided is welcoming, enthusiastic, friendly, courteous, anticipating and accessible
• To provide a troubleshooting service for bookings, and resolve minor customer complaints
• To work successfully towards daily team and individual sales targets
• To fulfil all selling techniques employed by the theatre to the greatest effect

Skills and Qualifications

Essential Skills

• At least 1 years paid work experience working in a customer service/sales role which includes, providing customer service/sales over the phone, accurate cash-handling and till transactions and working with IT systems
• Excellent organisation skills and attention to detail
• Excellent communication skills and the ability to deliver sales and interact with a wide range of people
• Strong interpersonal skills and the demonstrable commitment to providing an excellent level of customer service

Desirable Skills

• Experience of working with a computerised ticketing system or database system, in particular Spektrix

Further Information

A full job description and further information about the role is available on the Theatres website on https://www.goh.co.uk/about-us/careers/box-office-assistants