Accessiblity & Guest Services Manager

Legends Global (Europe); Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A global entertainment company seeks a Box Office Manager to support ticketing operations at AO Arena in Manchester. This role involves managing a team, ensuring excellent customer service, and championing accessibility for all patrons. The ideal candidate will have management-level experience in ticketing, strong communication skills, and the ability to enhance customer experiences. Competitive benefits include annual leave, life assurances, and support for health-related costs.

Benefits

Discounted event tickets

25 days annual leave

Life Assurance policy

Healthshield support

AXA Health Employee Assistance Programme

Eye care vouchers

Cycle to Work scheme

Employee Referral Scheme

Qualifications

• Proven ticketing experience in a management-level box office role.
• Experience with ticketing systems and proficiency in Microsoft 365 applications.
• Excellent communication abilities and commitment to customer care.

Responsibilities

• Support the department lead with objectives and projects.
• Handle customer queries and complaints via CRM effectively.
• Manage and develop staff, overseeing recruitment and training.
• Build relationships with ticket agents, promoters, and internal departments.

Skills

Leadership experience

Communication skills

Customer service

Attention to detail

Technical skills

Tools

AXS systems

Ticketmaster

Microsoft 365

Job description

We are Legends Global!

Legends Global delivers world‑class solutions in sport, entertainment, and live events, combining international expertise with a 360‑degree, data‑driven approach across Partnerships, Hospitality, Merchandise, and Attractions. We partner with leading clients to create memorable experiences worldwide. Committed to inclusion, diversity, and innovation, we foster a collaborative culture guided by our values — Align, Scale, Connect, Team, Win — where every team member can thrive and make an impact. Sound like a winning formula for you? Join us!

The Role

This role supports our Ticketing Manager in managing the box office function, including opening and operating a second ticket resolution space at the City Rooms Entrance.

You will champion accessibility across the venue, working with department leads to implement new processes that enhance the experience for accessible customers at AO Arena.

In addition, you will take an active role in managing customer queries and complaints through our CRM platform, ensuring swift, accurate, and satisfactory resolution of all interactions.

What we can offer :

Hosting events is what we do best, and we want our people to experience that too - enjoy access to discounted tickets to unleash your superfan for all your favourites.

You will work hard at Legends Global, but you will be rewarded with plenty of time to relax with 25 days of annual leave.

We understand that you have a life outside of work and want to ensure that your loved ones will always be taken care of whilst you’re contributing to our success with our Life Assurance policy.

A healthy contribution to a Pension so that your golden years are spent ticking off the items on your bucket list.

Got a dental bill? Need to book a counselling session? Or even help with Physio costs? With the support of Healthshield , Legends Global will support these unexpected costs. For you and any children.

We understand that from time to time, you might need a bit of support to get back to feeling your best, so we have teamed up with AXA Health to provide our people with an Employee Assistance Programme (EAP) to support mental health in the workplace.

You are visionaries : both physically and metaphorically! When you join Legends Global, you will be entitled to eye care vouchers and a contribution towards any glasses you require.

Pedal your way to a greener, healthier commute—join our Cycle to Work scheme and turn every ride into a win for you and the planet.

Great people know great people! Refer a friend through our Employee Referral Scheme and get rewarded for helping us build an amazing team.

You’ll be responsible for :

• Supporting leadership and operations — assisting the department lead with objectives, projects, and policy reviews across box office, accessibility, and customer care functions.
• Managing and developing staff — working with the Ticketing & Guest Services Coordinator to recruit, schedule, and train casual staff, ensuring they are informed of policies, venue procedures, and proficient in AXS systems.
• Delivering effective customer service — handling queries and complaints via CRM, leading investigations, and liaising with stakeholders to ensure swift and satisfactory resolutions.
• Maintaining strong relationships — building positive communication with ticket agents, promoters, organisers, and internal departments to provide accurate information and support.
• Ensuring operational readiness

You’ll have :

• Proven ticketing and leadership experience in a management-level box office role, with a track record in ticket sales and team leadership.
• Strong technical and administrative skills — experience with ticketing systems (AXS and Ticketmaster desirable) and proficiency in Microsoft 365 applications, including Word, Outlook, and Excel.
• Excellent communication abilities — written, telephone, and interpersonal skills, combined with a commitment to delivering outstanding customer care.
• Attention to detail and initiative — the ability to work accurately, independently, and with self‑motivation in a fast‑paced environment.
• Collaborative relationship‑building skills — experience in creating and sustaining positive working relationships with colleagues, promoters, agents, and partners.

Inclusive Workplace

At Legends Global, we’re shaping a greener, faster, and more innovative future for the entertainment industry — and there’s never been a better time to join us. We’re an inclusive organisation built on trust, collaboration, and respect, where every voice matters.

We value diversity, equal opportunity, and flexible working, and we’re committed to a fair and accessible recruitment process for all. If you require any adjustments, please let us know. Apply today to make an impact from day one — applications are reviewed on a rolling basis and may close early.