Deputy Ticketing & Sales Manager in Manchester

This role is based between Manchester Palace Theatre & Opera House where you’ll report to the Ticketing & Sales Manager and be responsible for a small team of Customer Service hosts in the absence of the Ticketing & Sales Manager. The deputy will provide the right environment for Customer Service Hosts to be correctly trained, developed and motivated to ensure that the audience receive the best service possible, whether the Deputy and Manager are on site at the time. You’ll ensure that specific ticketing processes are adhered to so that the budget targets are met and will need to deputise for the Ticketing & Sales Manager as and when needed. The box office opens to counter customers 90 minutes prior to each show and whilst most of our sales are carried out either online or via the ATG Contact Centre, you will be expected to work a portion of your hours covering this counter time. In the absence of yourself or the Ticket & Sales Manager, this counter time will be resourced by a pool of casual Customer Service Hosts and you will have the responsibility for the training, line management and performance of these staff members, in line with their job description. In this role it is essential to be pleasant and collaborative in your approach to work, liaising and communicating effectively with the wide range of customers, clients and colleagues you will come across each day. This role does include weekend, evenings and Bank Holiday work.

Key Responsibilities

• Optimising Sales and Revenue

Personally sell and cross-sell to customers tickets, packages, memberships and retail products in accordance with ATG Company and Venue guidelines and administer all payments accurately in order to maximise sales and minimise loss. Ensure the sales of PP Seats and Ambassador Experiences are sold at maximum price and volume and that regular reporting is maintained. Proactively support marketing campaigns and any current revenue management initiatives, both providing ideas if they occur and encouraging the team to do the same. Ensure all marketing collateral in the Box Office areas are up to date and relevant to achieving sales targets. Support the development and successful implementation of new technologies or initiatives by central ticketing and IT Teams.

People

• Ensure the most efficient, adequate and cost-effective staff cover by preparing the weekly staffing rota for customer service hosts, where additional cover is required supplement full-time staff.
• Resolve customer service problems and initiate corrective action and liaise and inform with the Ticketing & Sales Manager on progress.
• Enable Customer Service Hosts to be trained, proficient and knowledgeable in:

• Customer Service from the beginning of the customer experience to the end
• Health & Safety
• Current Sales technology and any successive IT to maximise sales
• Access Membership Scheme and requirements of accessible performances
• Data protection and privacy best practice
• Company and Venue policies

Manage staff issues as they arise including performance management & disciplinaries and apprise the Ticketing & Sales Manager of any issues. Provide leadership and motivation to the team by example and encourage and support the team to develop. Should the need occur, to act as Ticketing & Sales Manager on site.

Processes

• Communicate as needed with Producers, Agents, Venue Management, Marketing, Customers, Central Ticketing and Revenue Management teams.
• Liaise with Management, Ticket Agents and visiting companies to administer ticketing allocations and reporting requirements.
• Accurately check and sign off new shows and maintaining the additions of all packages.
• Ensure and complete patron data is collected and maintained at every opportunity, liaison with Contact Centre and central Groups in resolving customer and ticket queries.
• Liaise with Company Managers and manage ticket requests and cast allocations.
• Review and release company and technical holds in conjunction with visiting companies and technical teams.

Equal Opportunity Employer

We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible. If you’d like to discuss accessibility prior to applying, please email recruitment@atgentertainment.com for a confidential discussion.