Casual Box Office Team (Welcome Team) in London

Responsible to: Box Office Manager

Hourly rate of pay: £15.35 p/h

Hours: This role will include regular weekend work with alternating Fridays and Saturdays.

No overtime payable with the exception of Sundays or Bank Holidays.

Hours worked before 8.00 am or midnight will be paid at double time.

Holiday: Holiday entitlement is calculated at 12.07% of actual hours worked and paid weekly.

Key Objectives of the role

This is a multi-skilled front-line role that requires a deep understanding of the Young Vic and our work, it includes:

• Sales and data management
• Looking after the health, safety and welfare of staff, visitors and audiences
• Delivering excellent customer service, stage door, and internal and external communication
• Ensuring that the theatre is always welcoming and looks its best

About the Welcome Team

The Welcome Team are often the first point of contact for people visiting or working at the Young Vic, acting as reception, stage door and greeting for all. The Welcome Team provides support to departments across the organisation, as well as receiving deliveries, carrying out post room and other administrative duties. The Welcome Team ensures the provision of a professional, friendly and efficient operation responding to the needs of Audiences, YV staff members, Contractors and Visitors in line with the Young Vic’s Vision, Mission and Values.

Our Values

Our values guide how we work: with artists, with audiences, with our communities and with each other. We use them to sense-check ourselves, guide our choices and hold ourselves to account. By living these values we uphold the spirit of the Young Vic.

Please see our values here.

Our Equity, Diversity and Inclusion Commitment

The Young Vic is committed to being an inclusive and diverse organisation, representing the community around us and being open to all. Our leadership team and staff share a joint commitment to prioritising the wellbeing of everyone engaging with the Young Vic. We are working together to create a culture of care and respect for all, and we commit to holding each other accountable for building and maintaining this culture.

Our Anti-Racism Commitment

Our leadership team and staff share a joint commitment to prioritising the wellbeing of Black people and people in the Global Majority at the Young Vic. We are working together to create a culture of care for all, but especially those with lived experience of racism, and we commit to holding each other accountable for building and maintaining this culture. We believe that making the Young Vic an anti-racist organisation, and a place where racism is not tolerated, makes the culture better for everyone.

Key Duties

Welcoming Visitors

• Act as the first point of contact for visitors, audiences and staff both in person and over the phone.
• Provide a friendly, efficient welcome and accurate information about the Young Vic's programme and operation.
• Effectively and efficiently deal with customer problems and complaints.

Box Office and Ticket Sales

• Manage ticketing activity through Spektrix including championing ticket and merchandise sales, managing company holds and ticket allocations and supporting cancellations through exchanges and refunds.
• Enable the Marketing Team to reach their sales targets for each production by selling tickets and supporting campaigns.
• Assist with daily financial reconciliation.
• Be familiar with Company, Staff and Co-Producer ticketing procedures and support the management of these where required.
• Take ownership of one or more specialist areas of the Welcome Team operation, including membership, community programmes, ticketing or sales campaigns, ensuring colleagues have accurate and up-to-date information.
• Get to know and work closely with the Stage Management, Visiting Company and Production Team.

Administration

• Ensure that calls to the Young Vic Box Office are answered promptly, and that callers’ requests/queries are dealt with efficiently and effectively.
• When required, assist the Facilities Manager with maintenance contractors, for example reporting and organising maintenance of faulty machinery.
• Inform administrative staff of the arrival of visitors promptly and effectively.

General

• Undertake Fire Marshal and First Aid At Work training.
• Participate in departmental and company meetings.
• Attend all Young Vic productions in the dress rehearsal or first preview
• Represent the Young Vic as required, and act with the best interests of the Young Vic at all times
• Embody the Young Vic values including adherence to our policies including, Anti Racism, Ethical Giving, Health and Safety, Safeguarding and Equality Diversity and Inclusion and any other policies as outlined in our Staff Handbook.
• Respect confidentiality and follow best practice around Data Protection in line with the Data Protection Act 2018 (GDPR)
• NB: This list is not exhaustive and the role may include other duties as may reasonably be required.

Essential Skills

• Experience working in ticketing or a Box Office.

• A confident and positive approach to customer service and sales with the ability to adapt to a diverse range of customers with varying needs and requirements
• Strong administrative and organisational skills with excellent attention to detail
• Good degree of numeracy, particularly when handling payments and financial transactions.
• Experience of working with Spektrix of other ticketing or CRM systems with all round IT skills
• Excellent written & verbal communication skills; a good standard of spoken English
• Ability to work collaboratively as part of a busy team
• Ability to work calmly in a high pressure environment, whilst managing competing demands
• Good time-management
• A positive and solution-oriented approach to problem solving

Desirable Skills

• Experience redeeming SOLT Theatre Tokens

• Experience using Admin and Insights & Mailings interfaces on Spektrix
• An interest in the performing arts, especially theatre
• First aid trained
• Previous experience in a producing theatre company