Ticketing Operations Supervisor

Closing date - 13 Jan 2025

Interview date - w/c 20 Jan 2025

Salary - £26,000 per annum

Please feel free to contact us at recruitment@factoryinternational.org if you require any support in completing your application.

Please note this is a Fixed-term role until end March 2026 (with the possibility to extend end date to be reviewed).

As a member of the ticketing team, the Ticketing Operations Supervisor will contribute to the ongoing development of Factory International's ticketing and customer service offer. You will provide day-to-day supervision of the ticketing operation at Aviva Studios, as well as provide supervision for Ticketing Assistants, including 1-2-1's, training on ticketing software, customer service systems, and operational processes.

Alongside this, you will be responsible for responding to customer queries, processing orders, and troubleshooting issues via phone, email, and in person, ensuring a high level of customer service and efficiency are delivered at all times. This is an excellent opportunity to join Factory International's ticketing team at a busy and exciting time. You will contribute to the development of the ticketing and visitor experience offer and champion the ways the ticketing team can contribute to achieving Factory International's business objectives.

Please note this role requires evening and weekend work as part of regularly scheduled shifts.

The key responsibilities for the Ticketing Operations Supervisor include:

• Supervise the Ticketing Assistants, including recruitment, training on our CRM software (Spektrix), customer service systems, and operational processes. Ensuring that documentation, training, policies, and procedures are regularly reviewed and updated.
• Have regular individual and team meetings highlighting items that will affect the team, feedback on performance against targets, discuss required resources, and ensure team members are effectively supported in their roles.
• Liaise with a wide variety of producers and promoters as well as Ticket Agencies to ensure all sales requirements are carried out efficiently and provide accurate sales report information on request on a regular basis.
• Respond to customer complaints either face to face, on the telephone, online, or in writing; authorising refunds, ticket exchanges, and the issuing of complimentary tickets where appropriate.
• Work collaboratively with colleagues from across the organisation, in particular the Visitor Experience and Audiences teams, to deliver a seamless and positive experience for all customers.
• Amend event setup using the ticketing/CRM system as and when required, including but not limited to adding ticket offers, updating event information, updating venue and access information.
• Utilise systems to ensure that important event information is communicated to customers, including but not limited to: pre-event, cancellations, and reschedules.
• Ensure the distribution of tickets to customers and that systems are configured to scan successfully and collect accurate data.
• Support the way we collect customer data through all sales channels to ensure cleanliness, accuracy, and consistency, as well as compliance with GDPR.
• Act as a point of contact for customer interactions by responding to escalated customer queries and complaints, processing orders, and troubleshooting payment and CRM issues via a variety of communication channels, including via phone, email, social media, and in person.
• Provide an excellent experience for customers in respect of ticket sales, accessibility, memberships, and other services offered by the Ticketing team.
• Create work to a high standard of accuracy. Checking/testing the system and initiating processes to resolve mistakes.
• Be knowledgeable about the music and artistic programme, as well as further opportunities Factory International offers to customers and have a great knowledge of the venue in general.

The person specification for the Ticketing Operations Supervisor includes:

• ESSENTIAL
• Strong communication skills, with experience of supervising staff.
• Experience of resolving complex customer service issues and ensuring a positive customer journey.
• Ability to multi-task and work well under pressure.
• Understanding of selling tickets, memberships, and other packages within a box office environment.
• Experience of ticketing systems and their functionality (our Box office system is Spektrix and training will be given in this system).
• An understanding of GDPR Compliance.
• Experience of handling payments via cash, cheques, and credit/debit cards. Experience of resolving financial discrepancies.
• Enthusiasm for training, mentoring, and support of emerging talent.
• Willingness to work evenings and weekends as part of a regular working week.
• Excellent organisational skills and the ability to manage multiple priorities and meet deadlines in an often-pressured environment.
• Able to work independently with minimum supervision and use strong initiative to ensure responsibilities are completed, issues are raised, and problems are resolved quickly and efficiently.
• Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds.
• DESIRABLE
• Experience of supervising a customer service team or Box Office in an arts, leisure, hospitality, sports, or events environment.
• Experience working in a large scale music venue and with promoters, manifests, and settlements.
• Experience of working with 3rd party ticket agents.
• Awareness of disability access issues and how they relate to an entertainment venue/visitor attraction.
• Excellent IT and system skills – including box office/CRM platforms.
• Knowledge and experience of the ticketing system Spektrix.