Box Office Manager

Salary: £12.40 p/hr - £16,746 p/a

Norden Farm Centre for the Arts is looking for a new Box Office Manager to join their team.

Working closely with the marketing team, this role is customer-facing, helping to maximise sales for this multi-art form programme from cinema to live music.

The ideal candidate will be IT literate, confident at learning new software, happy to manage a small team of assistants and will enjoy communicating with customers.

Role details

• Part-time, 28 hrs p/w
• Permanent
• This role requires some evening and weekend work
• For further details, see the Norden Farm jobs page

Role responsibilities

Box Office Management

• Manage the set up and maintenance of all events, products and offers on Spektrix
• Ensure that Box Office data is GDPR compliant and that data is handled and maintained as per our data protection policy
• Ensure that Spektrix is maintained, lead on new processes and be the main point of contact for all Box Office issues related to Spektrix
• Manage promoter holds and third party ticket sales
• Manage complimentary ticket requests from agents, staff and volunteers
• Liaise with the Marketing department to ensure the website is up to date and that bookings and offers are working correctly
• Work with the Marketing department on promotions
• Oversee box office email accounts and phone lines, being responsible for automated voice messages
• Be the main contact for group bookings, liaising with schools and raising invoices
• Produce reports as required for agents, tutors and for internal use
• Strive to continually improve the customer experience, through training and industry events

Box Office team management

• Line manage the Box Office team
• Prepare the Box Office rotas and manage holiday requests
• Lead on the training and induction of Box Office staff
• Ensure all Box Office staff are trained to a high standard required and have a high level of customer service
• Ensure all Box Office staff are well informed about Norden Farm events, both on and off-site

Customer service

• Ensure that all visitors feel welcome and informed
• Provide an efficient experience for bookers, via face to face, phone and online sales
• Be the first point of contact for complaints, feedback, refunds and exchanges
• Maximise ticket sales by promoting cross-sales and upselling within the Box Office team
• Maintain an excellent knowledge about Norden Farm events and ticket offers
• Be knowledgeable about Norden Farm’s catering offering and education work
• Ensure that bookings and enquiries are dealt with efficiently
• Work with the House Manager, Duty Managers and Catering Manager to ensure customer satisfaction is high throughout their journey

General

• Attend weekly staff meetings
• Undertake any other duties as required and in keeping with the overall purpose of the role

Person specifications

Essential

• Experience of using a CRM system to a high standard
• Strong IT skills
• Methodical & logical with a keen eye for detail
• Experience of delivering high standards of customer service
• GDPR knowledge
• Ability to work independently
• Ability to work in a busy environment and motivate a team
• A confident and friendly manner with a can-do attitude
• Excellent verbal and written communication skills
• Strong attention to detail
• Strong organisational skills and ability to prioritise workload
• A genuine interest in the arts

Desirable

• Experience of working in a Box Office and of best practice
• Experience of using Spektrix
• Experience of using Microsoft 365, OneDrive, Teams and Sharepoint
• Knowledge of Gift Aid
• Knowledge of the local area

How to apply

To put yourself forward for this role, complete an application form (found in the job description) and email it to admin@nordenfarm.org before 12 December.

Interviews will take place 17 December.

The closing date for this position is 12/12/2024 at 23:59