Factory International
Job Description
As a member of the ticketing team the Ticketing Operations Supervisors will contribute to the ongoing development of Factory International’s ticketing and customer service offer. You will provide day-to-day oversight of the ticketing operation at Aviva Studios, as well as provide supervision for Ticketing Assistants, including 1-2-1’s, training on ticketing software, customer service systems and operational processes. Alongside this, you will be responsible for the responding to customer queries, processing orders and troubleshooting issues via phone, email and in person, ensuring a high level of customer service and efficiency are delivered at all times.
This is an excellent opportunity to join Factory International’s Ticketing team, being at the forefront of an exciting and dynamic operation where you’ll interact with all aspects of the organisation and contribute to the achievement of our business objectives. Our diverse programme of events encompasses theatre, live music, conferences, community activity, artist-led shows and Manchester International Festival, and you have the chance to join us as we Invent Tomorrow Together.
Please note this role requires evening and weekend work as part of regularly scheduled shifts.
Job Requirements
ESSENTIAL
- Excellent communication skills, with experience of supervising staff
- Experience of resolving complex customer service issues and ensuring a positive customer journey across multiple touchpoints
- Ability to multi-task and work well under pressure
- Understanding of selling tickets, memberships and other packages within a box office environment
- Experience of ticketing systems and their functionality
- An understanding of GDPR Compliance
- Experience of handling payments via cash, cheques and credit/debit cards, with experience of resolving financial discrepancies
- Enthusiasm for training, mentoring and support of other colleagues
- Willingness to work evenings and weekends as part of a regular working week
- Excellent organisational skills and the ability to manage multiple priorities and meet deadlines in an often-pressured environment
Job Responsibilities
- Supervise the Ticketing Assistants, including recruitment, training on our CRM software (Spektrix), customer service systems and operational processes. Ensuring that documentation, training, policies and procedures are regularly reviewed and updated.
- Attend regular individual and team meetings highlighting items that will affect the team, feedback on performance against targets, discuss required resources and ensure team members are effectively supported in their roles
- Liaise with a wide variety of producers and promoters as well as Ticket Agencies to ensure all sales requirements are carried out efficiently and provide accurate sales report information on request on a regular basis
- Respond to Ticketing-related customer complaints either face to face, on the telephone, online, or in writing; authorising refunds, ticket exchanges and the issuing of complimentary tickets where appropriate
About Factory International
Factory International is the organisation behind Manchester International Festival (MIF) and the landmark new cultural space, Aviva Studios, which opens its doors in 2023. Putting Manchester on the map as a global destination for arts, music and culture, Factory International invites the world’s most exciting artists to invent tomorrow together.
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