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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 set by the Box Office Manager.
• To be timely and accurate in all activities, including the handling of cash, cheques, credit card details, stock and personal details, ensuring that all times the theatre’s Financial and Data Protection policies and procedures are adhered to.

Skills and Qualifications

Essential Skills

• At least 1 years’ recent paid work experience working in a customer service and sales role which includes, providing customer service and sales face to face and over the phone, accurate cash-handling and till transactions and working with IT systems.
• Excellent communication skills and the ability to deliver sales.
• Strong interpersonal skills and the demonstrable commitment to providing an excellent level of customer service.
• Ability to work as part of a team.
• Excellent organisation and administrative skills with good attention to detail.

Desirable Skills

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

Further Information

Further information about this Box Office role and how to apply can be found in the Candidate Information Pack, which is available on the Theatre's website on the link below: https://www.goh.co.uk/about-us/careers/box-office-assistant