Ticketing Supervisor

Sydney Writers' Festival Ltd; The Rocks; On-site; AUD 70,000 - 90,000; Full time

Job summary

The Sydney Writers' Festival Ltd invites applications for a five‑month, full‑time Ticketing Supervisor (11 January 2027 to 15 June 2027) in The Rocks, NSW. You will lead box‑office staff, coordinate event builds in Tessitura, and ensure smooth ticketing operations across festival locations.

You will manage customer service, support integrations with the festival website, and uphold PCI/GDPR data standards while reporting to the CRM and Ticketing Manager.

Qualifications

• Experience using Tessitura and TNEW.
• Supervisory experience in box office operations, preferably for a large festival.
• Excellent customer service and interpersonal skills, both verbal and written.
• Strong administrative skills including Microsoft Excel.

Responsibilities

• Manage seasonal festival ticketing staff and rosters.
• Coordinate event builds and ticketing setup in Tessitura (pricing templates, codes, seating maps).
• Support Tessitura/TNEW integration with the festival website and promo codes.
• Oversee frontline customer service during the festival (phone, online bookings, in-person).
• Ensure PCI compliance and GDPR data handling; assist with post‑Festival data reconciliation.

Skills

Tessitura/TNEW experience

Supervisory experience

Customer service

Excel

Tools

Tessitura

TNEW

Job description

Sydney Writers' Festival Ltd – The Rocks NSW

Sydney Writers’ Festival is one of the world’s leading and most beloved literary institutions. It is a place for readers, writers and thinkers to share ideas, tell stories and celebrate literature.

Since our first Festival in 1997, we have brought thousands of diverse writers and thinkers from Australia and around the globe together in Sydney. In the company of the world’s best novelists, poets, journalists, public intellectuals, economists, politicians, podcasters and scientists, we’ve discussed some of the most pressing issues of our times. We’ve celebrated prize-winning authors, long-awaited novels from writers at the height of their careers and introduced debut authors to eager and enthusiastic new audiences.

Readers and writers have exchanged thoughts and opinions, perspectives and philosophies, creating a powerful community based on radical dialogue and respectful debate. The drumbeat of questioning that thrums underneath the Festival is powerful and enlivens Australia’s democratic tradition.

About this role

This five-month, full-time Ticketing Supervisor contract role (11 January 2027 to 15 June 2027) is primarily responsible for the day‑to‑day operational and ticketing needs of the main Festival box office including event builds and the management and supervision of casual staffing. Reporting to, and working closely with, the CRM and Ticketing Manager, the Ticketing Supervisor will ensure the Festival events program is built accurately in Tessitura and TNEW and that any operational tasks in relation to the smooth running of the main Festival box office are completed in a timely manner.

Rsponsibilities

Box Office Operations & Staffing

Manage and support seasonal Festival ticketing staff including Box Office Supervisor(s) and Customer Service Representatives.

Create and manage the Festival box office staff rosters and timesheets.

Coordinate the equipment, hardware and software requirements for our satellite call centre and box office locations for the Festival, to deliver superior customer service.

Ticketing Systems & Event Builds

Work with the CRM and Ticketing Manager in coordinating event builds and ticketing setup in Tessitura including creation and maintenance of pricing templates, GL codes, new venues (facilities), keywords, ticket templates, promo codes, hold maps and best seating maps.

Support the CRM and Ticketing Manager with Tessitura and TNEW integration with the main Sydney Writers’ Festival website, including testing online purchase paths, pricing rules and promo codes.

Work with our external vendors/venue box offices in coordinating event builds, allocations, and sales reporting, when asked by the CRM and Ticketing Manager.

Customer Service

Manage delivery of frontline customer service including inbound telephone bookings and online booking assistance, as well as face to face interactions during the festival period.

Maintain internal complimentary ticket policy and process, as developed by the CRM and Ticketing Manager, working closely with our Programming, Marketing, Media and Development teams.

Data, Compliance & Reporting

Assist with post-Festival data analysis and reconciliation as required by the CRM and Ticketing Manager.

Ensure that company data entry standards and secure data policies are followed by all staff using the CRM system with a focus on PCI compliance and GDPR.

Undertake any other duties as reasonably required by the CRM and Ticketing Manager.

Selection Criteria

Key Selection Criteria

The successful candidate will have:

Demonstrated experience using Tessitura and TNEW.

Supervisory experience in box office operations, preferably in a large‑scale, major event or festival environment.

Excellent customer service and interpersonal skills including verbal and written communication.

A minimum of two years’ experience using Tessitura and TNEW, though we are flexible for the right candidate.

Excellent administrative skills including Microsoft Excel.

Excellent attention to detail.

Must be available each day of festival period 17–23 May 2027

Demonstrated skill and experience supervising a team of casual workers.

Previous experience in Festival operations

Applications close at 5pm on Friday 30 October 2026.

Early applications are encouraged, as we may proceed with an appointment once a suitable candidate is identified.