Box Office Manager

Location: Soho, London, W1D 4HT

Working Hours: Monday to Friday, 10:00 am – 6:00 pm

Salary: £40,000 - £48,000 per annum inclusive of tronc

Step into one of Soho's most iconic live music venues, where world-class jazz, exceptional food, and unforgettable late-night experiences come together. For decades, this renowned club has been at the heart of London's music scene, welcoming legendary performers and passionate audiences from around the world. They are proud of their rich heritage, vibrant atmosphere, and commitment to delivering outstanding service every night.

The Role

The Box Office Manager leads the central communication hub of the business. The box office is the first point of contact for all customers and a vital internal function, handling incoming enquiries, resolving issues and ensuring information flows properly across departments. This role is responsible for overseeing the day-to-day running of the box office, managing a team of 4–5 staff and maintaining a consistently high standard of customer service. The position works closely with multiple departments, including marketing, memberships, music programming, finance, hospitality and Front of House, as well as external website programmers and IT support.

Key Responsibilities

• Leadership and Management
  • Oversee the day-to-day running of the box office
  • Manage, support and develop a team of 4–5 staff
  • Train new starters and retrain team members on updated or evolving processes
  • Maintain clear written documentation of all key processes
  • Ensure all daily tasks are completed through delegation or directly
  • Act as the main escalation point for more complex customer or internal issues
• Customer Service and Communication
  • Manage incoming emails and phone calls across all customer touchpoints
  • Act as the primary source of information for customers, handling enquiries, complaints and troubleshooting
  • Ensure all communication is professional, clear and appropriate to the audience
  • Send out mass communications regarding cancellations or show changes
  • Provide in-person customer support and assist Front of House where required
• Ticketing and Box Office Operations
  • Oversee all ticketing activity including bookings, cancellations and amendments
  • Monitor cancellations across shows and manage reallocation of tickets
  • Issue credit notes for resold tickets based on nightly reporting
  • Prepare, organise and print daily guest lists
  • Manage artist and promoter guest lists and associated requirements
  • Ensure all box office systems are functioning smoothly
  • Upload and maintain accurate show listings on the website
• Website, Systems and Technical Oversight
  • Ensure website listings are accurate, up to date and functioning properly
  • Troubleshoot booking system issues and website faults
  • Liaise with website programmers and IT support to resolve technical issues
  • Identify recurring problems and implement practical solutions or workarounds
  • Train the team on handling technical issues consistently
  • Ensure office equipment and systems are working correctly
• Interdepartmental Coordination
  • Work closely with Front of House regarding guest lists, vouchers and customer information
  • Liaise with music programming regarding artist requirements
  • Coordinate on pre-orders, packages and guest requirements
  • Work with marketing, memberships and finance on box office matters
  • Act as a central communication point between departments
• Memberships, Vouchers and Merchandise
  • Oversee membership-related communications and enquiries
  • Manage voucher sales, redemptions and internal adjustments
  • Process merchandise orders and manage shipping requirements
  • Print address labels and coordinate dispatch
  • Carry out stock checks and order merchandise and office supplies
• Administration and Reporting
  • Enter daily financial data and complete cash-up procedures
  • Maintain accurate records of transactions, adjustments and customer interactions
  • Handle filing, receipts and general documentation
  • Ensure processes are completed within expected timeframes
• Office and Operational Oversight
  • Keep the office organised, stocked and running efficiently
  • Order and manage office supplies, including vouchers and consumables
  • Liaise with external providers where required
  • Oversee recycling of materials such as printer cartridges
• Continuous Improvement and Projects
  • Look for ways to improve processes, systems and customer experience
  • Take part in meetings and contribute ideas
  • Support new initiatives such as website improvements, payment links and pre-order systems
  • Maintain a proactive and practical approach to problem-solving

Requirements

Essential

• Strong organisational skills and a practical, solutions-led mindset
• Clear and confident communication skills
• Experience managing people in a busy environment
• High level of attention to detail
• Comfortable working with ticketing systems, websites and general IT
• Able to handle a high volume of customer interaction calmly and professionally
• Adaptable and proactive in approach
• Good understanding of the jazz and live music community and awareness of audience expectations

Desirable

• Genuine interest in music, particularly jazz

What's in It For You

• Salary of £40,000 - £48,000 per annum inclusive of tronc
• Nest Pension Scheme
• Christmas Bonus
• Service Charge Tronc
• Complimentary access to live music shows
• Opportunity to work at one of the world's most iconic jazz venues

Interview Process

Successful candidates will be invited for an in-person interview at the club.

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