At a Glance
- Tasks: Manage ticketing processes and ensure top-notch customer service at a leading theatre.
- Company: Join the vibrant team at Orchard Theatre, a top entertainment venue in Dartford.
- Benefits: Gain valuable experience in live events and customer service while working flexible hours.
- Other info: Enjoy a dynamic work environment with opportunities for personal growth and development.
- Why this job: Be part of the excitement in live theatre and make a difference in customer experiences.
- Qualifications: Strong communication skills and a passion for live entertainment are essential.
The predicted salary is between 30000 - 40000 € per year.
Having opened in the 1980s, the Orchard Theatre in Dartford has gone on to establish itself as one of South East’s leading live entertainment venues with an eclectic programme of top-quality musicians, drama, comedy, dance, family shows, one-night events, and pantomime.
About This Role:
- Manage all administrative ticketing processes to ensure performances are correctly on sale, including liaising with in-house ticketing teams, producers, event promoters, hirers, schools and external agencies.
- Monitor and appropriately manage sales, audience figures, agency allocations and all aspects of ticketing management.
- Motivate, train, supervise and line manage venue-based ticketing staff, ensuring the ticket office is adequately staffed in line with business needs.
- Ensure excellent customer service standards and proficiency in company processes and use of the computerized ticketing system among all Ticket Office staff, rolling out company-wide initiatives and training as appropriate.
- Keep the ticketing team updated with changes to policies, procedures and show-related information through briefings and regular meetings.
- Operate the department in line with key legislation, including PCI compliance, GDPR and other regulatory frameworks.
- Manage and delegate ticket requests from general enquiries for theatre performances and hospitality, visiting company seating, charity requests, promotions and the administration of ticketing aspects of the membership scheme.
- Maximise sales revenues through efficient and effective sale of tickets and upselling of memberships, events and other items as required.
- Maintain the ticketing database, undertake routine housekeeping of the ticketing system to ensure data hygiene.
- Act as Duty Manager for performances, managing the Customer Experience Team and ensuring excellent service standards.
- Support the Stage Door area, ensuring security of backstage and administrative areas; monitor entry/exit, maintain signing-in/out records, issue wristbands and lanyards to visitors and visiting companies when appropriate.
- Monitor CCTV, fire and intruder alarms.
- Manage theatre car parking spaces within agreed procedures.
- Manage issue and return of theatre keys and radios.
- Dress in accordance with company uniform policy and wear protective clothing as issued, if applicable.
- Attend and take notes in meetings as required.
- Undertake relevant training and development required and stay up to date in the field.
- Collaborate with central teams and TE businesses as needed.
About You:
- Literacy and computer literacy appropriate to the position, with strong awareness of Excel and ticketing systems.
- High level communication skills and an excellent manner when dealing with the public, Orchard Theatre staff and industry colleagues.
- Strong customer service skills are essential.
- Confidently manage a small team to meet targets and requirements set by the Customer Experience Manager/Theatre Director in a timely and professional manner.
- Flexible to business needs.
- Work calmly and effectively under pressure.
- Demonstrate enthusiasm for live theatre and entertainment.
- Organised, outgoing and professional attitude.
- Understanding of Health and Safety.
- Ability to work alone.
Key Information
- Position Title: Deputy Customer Experience Manager
- Location: Orchard Theatre / Orchard West (Dartford, DA1 1BX, GB)
- Contract: Fixed Term Contract
- Hours: 30 hrs/week – 5 days from 7am, including evenings, weekends
Deputy Customer Experience Manager Welcome Team | Orchard Theatre | Fixed Term Contract in Kent employer: Wycombe Swan Theatre
The Orchard Theatre is an exceptional employer, offering a vibrant work culture that celebrates live entertainment and prioritises employee development. With a focus on excellent customer service and teamwork, staff enjoy opportunities for growth through training and collaboration, all within the dynamic environment of one of South East's premier venues. Located in Dartford, employees benefit from being part of a passionate team dedicated to delivering memorable experiences for audiences while enjoying the perks of working in a lively theatre setting.
StudySmarter Expert Advice🤫
We think this is how you could land Deputy Customer Experience Manager Welcome Team | Orchard Theatre | Fixed Term Contract in Kent
✨Tip Number 1
Get to know the venue! Before your interview, take a trip to the Orchard Theatre. Familiarise yourself with the layout, the shows they host, and their customer service approach. This will not only impress them but also help you tailor your answers.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for the role. Plus, it shows you're genuinely interested in the company culture.
✨Tip Number 3
Prepare for situational questions! Think of examples from your past where you've demonstrated excellent customer service or managed a team effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Don’t forget to follow up after applying!
We think you need these skills to ace Deputy Customer Experience Manager Welcome Team | Orchard Theatre | Fixed Term Contract in Kent
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Deputy Customer Experience Manager role. Highlight your relevant experience in ticketing management and customer service, showing us why you're the perfect fit for our team at Orchard Theatre.
Show Your Passion:We love candidates who are enthusiastic about live theatre and entertainment! In your application, let us know what excites you about this industry and how you can contribute to creating amazing experiences for our audience.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and structure your information well so we can easily see your skills and experiences that match the job description.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Wycombe Swan Theatre
✨Know Your Theatre Stuff
Familiarise yourself with the Orchard Theatre's history, its shows, and the overall customer experience they aim to provide. This will not only show your enthusiasm for live entertainment but also help you answer questions about how you can contribute to their mission.
✨Show Off Your Customer Service Skills
Prepare examples of how you've delivered excellent customer service in previous roles. Think about specific situations where you went above and beyond to ensure customer satisfaction, as this is crucial for the Deputy Customer Experience Manager role.
✨Demonstrate Team Leadership
Be ready to discuss your experience in managing and motivating a team. Share stories that highlight your ability to train staff, manage ticketing processes, and maintain high standards of service, as these are key responsibilities in the job description.
✨Get Tech-Savvy
Brush up on your knowledge of ticketing systems and Excel. Be prepared to discuss how you've used technology to improve processes or solve problems in past roles, as this will be important for managing ticket sales and data hygiene.
