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Job description

A Box Office Coordinator will be a target-focused professional, with experience of supervising a team and delivering an exception level of sales and customer service. They will have experience of using a CRM system and/or Ticketing System and experience of handling customer complaints and escalations. With excellent interpersonal skills they will help motivate and oversee the team and build productive working relationships with all employees, and internal & external customers. .

Responsibilities

• Supervise a team of Box Office Sales Assistants to deliver the highest possible standard of customer service for customers
• Keep the team of Box Office Sales Assistants informed about sales targets, coordinating show information and sales techniques to enable the team to help the Theatre meet its targets
• Manage the daily organisation and supervision of staff (i.e. breaks, lunches, sick cover etc), including preparing rotas and timesheets.
• Conduct cash control procedures, including over-seeing cash-ups, counting floats, verifying and rectifying cash discrepancies
• Conduct daily briefings, staff training exercises, and get involved in interviews and inductions for new Box Office staff.
• Manage and resolve customer complaints and issues
• Oversee the administration of the majority of group bookings for the Theatre

Skills and Qualifications

Essential Skills

• A minimum of two years recent paid supervisory work experience in a customer facing sales environment. Recent experience must be in the last five years
• Proven customer service experience, with experience of effectively resolving customer service complaints and escalations and the demonstrable commitment to providing an excellent level of customer service
• Experience of cash handling and till reconciliation responsibilities
• Experience of motivating a team of staff to achieve an outstanding sales performance and an exceptional level of service
• Experience of working with a Customer Relationship Management System and/or Ticketing System and use of Microsoft Office applications for day to day administration

Desirable Skills

• A minimum of two years recent supervisory work experience in a live entertainments box office

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-co-ordinator