Deputy Box Office Manager @sohoplace in London

Responsible to: Box Office Operations Manager

Key internal contacts: Box Office Operations Manager, Head of Ticketing, Security, Stage Door and Building Reception, Theatre Managers / Technical HODs

Key external contacts: Ticket Agents, Producers and Production Teams

About @sohoplace

Nica Burns has built a new flexible theatre located at the top of Charing Cross Road. It will be a fantastic addition to the Soho district and to London as a whole. The theatre will have a close operational relationship with Nimax Theatres which Nica co-owns with Max Weitzenhoffer. Nimax Theatres owns and operates six theatres in the heart of London's West End – the Apollo, Duchess, Garrick, Lyric, Palace and Vaudeville- with a combined capacity of 5,000 seats. In addition to hosting some of the UK's most critically acclaimed and successful plays and musicians, Nimax presents a busy and varied programme of comedy, concerts and children's theatre.

This role is based at @sohoplace. As part of the operational agreement between @sohoplace and Nimax Theatres, the contractual employer will be Nimax Theatres.

About this role

To work with the Box Office Manager to lead the box office team @sohoplace, delivering a first class box office service, maximising sales and ensuring high standards of customer care and service for all those who enter the building. As the first point of contact in a buzzing foyer, located right next to the bar, the team will not only deliver box office services but will be welcoming everyone who comes into the building, ensuring a positive experience for all.

Key duties and responsibilities

• Assist the Box Office Manager in the day-to-day running of the Box Office, deputising in their absence.
• Assist customers with purchasing tickets, general enquiries about facilities, activities and events, to be familiar with all information pertaining to current and future performances/events.
• Answering phone calls and emails promptly and accurately, including the @sohoplace Access line.
• Process redeemed SOLT Theatre Tokens and prepare tickets for collection as necessary.
• Capture patron details in compliance with data protection policies.
• Reconcile counter takings on a daily basis and secure monies.
• Refund or exchange nominated tickets/sales following cancelled or rescheduled performances.
• Report on ticket sales as requested including, but not limited to, the standard end of night box office reports, sending the Box Office Return to SOLT weekly and circulating weekly Box Office figures.
• Attend in-house and externally organised training sessions as required by the Company.
• Exercise total confidentiality, discretion and integrity regarding information acquired as a result of the position held.

Reception

• To represent @sohoplace, greeting all visitors and dealing with enquiries efficiently.
• Answer all queries in a polite and helpful manner and transfer calls as appropriate.
• Handle customer comments/complaints effectively, escalating as necessary.
• Provide a high standard of customer service to all who are working in or visiting the building.
• Work with the Front of House team to develop the feedback procedure, and deal with customer comments in a polite, efficient and timely manner.

Health and Safety

• Participate in and comply with arrangements laid out in the Company's Health and Safety Policy and other related method statements, risk assessments and policies.
• Participate in and comply with arrangements laid out in Fire Risk Assessment and Evacuation Plan including training and rehearsal drills.

General

• Work with the Front of House team to ensure the front of house is presentable at all times.
• Appear neat and tidy at all times, dressing in a manner that portrays a suitable image.
• Accurately promote @sohoplace, its facilities and programme to customers as appropriate.
• Maintain good working relationships and demonstrate a high standard of professionalism at all times.
• Report any suspicious behaviour to Security.

This job description is not an exhaustive document but is a reflection of the current position and details may be changed from time to time. The post holder will be required to carry out any other duties as may be reasonably requested consistent with their job title and status. The duties contained within this Job Description must be performed at all times within the Company's stated guidelines and operational policies.

Person specification

Essential

• Customer Service Experience.
• Time Management skills and experience of working under pressure to deadlines.
• Excellent team working and interpersonal skills, with the ability to build effective relationships with a wide range of people.
• Excellent time management and organisational skills, with ability to multi-task, prioritise and problem-solve.
• Excellent written and verbal communication skills, including confident telephone manner and ability to present well in person.
• Positive and outgoing approach to customer service, with ability to promote @sohoplace to customers.
• Ability to self-motivate, use own initiative and maintain attention to detail while working under pressure and meeting strict deadlines.
• IT-literate and highly proficient in using Microsoft Office, including Outlook, Word and Excel.

Desirable

• Experience in a box office environment – West End or National.
• Knowledge/use of NLiven or similar ticketing software.
• Interest in theatre.
• Ability and willingness to work evenings and weekends.

Key Terms:

• Salary: £38,729.60 (£18.62 p/h) - BECTU pay rates apply, Opportunity for overtime
• Hours: 40 hours per week – 4 x 10 hour shifts, Monday-Sunday
• Closing date: 11:59pm Sun 1st March 2026.
• Interview dates: Wed 4th March 2026, Thu 5th March 2026, Mon 9th March 2026

Please submit a CV and Cover Letter outlining your suitability for the role. We reserve the right to close the application process early if we receive a very high number of applicants so interested candidates should please apply asap. If you have not heard from us within 14 days of the deadline please assume you have not been successful on this occasion.

Nimax Theatres Limited is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for employees, job applicants and customers alike. We actively encourage job applications from all backgrounds.