Box Office Supervisor

Jersey Opera House; United Kingdom; Remote; GBP 29,000 - 35,000; Full time

Job summary

Jersey Opera House is seeking a proactive Box Office Supervisor to lead the daily Box Office operations and ticketing administration. You will oversee sales, allocations, and guest requests, while guiding a team and coordinating the rota to cover performances and opening hours.

You will manage pricing, on-sale readiness, and reports, maintaining data accuracy and excellent customer service across channels. Evening/weekend shifts aligned with performance schedules are involved.

Qualifications

• Experience supervising, coordinating or supporting the work of others.
• Strong administrative and organisational skills with excellent attention to detail.
• Confidence using computerised systems and the ability to learn specialist ticketing/CRM software.
• Excellent written and verbal communication skills.
• Strong customer service skills and confidence resolving challenging customer situations.
• Good numerical skills and confidence working with payments, pricing and sales information.
• Ability to prioritise competing demands and remain calm during busy periods.
• Understanding of confidentiality, customer data and data protection.
• A flexible approach to working hours, including evenings, weekends and public holidays according to the performance schedule.
• Experience within a theatre, arts, entertainment, events or customer-facing organisation.
• Experience using a ticketing/CRM system such as Ticketsolve or Spektrix.
• Experience building productions or events within a ticketing system.
• Experience managing a staff rota and producing sales reports.
• Experience working with visiting companies, promoters, producers or venue hirers.

Responsibilities

• Oversee the day-to-day operation of the Box Office across telephone, email and in-person enquiries.
• Process and oversee ticket sales, reservations, exchanges, authorised refunds and other transactions in line with Jersey Opera House policies.
• Act as the first point of escalation for customer enquiries, complaints and ticketing issues, resolving these appropriately and escalating where required.
• Maintain a strong working knowledge of the programme, Memberships, ticketing policies, promotions and accessibility provision.
• Ensure customers receive clear, accurate and consistently high standards of service.
• Build and configure productions, performances and events within the ticketing/CRM system, ensuring they are accurate and ready for agreed on-sale dates.
• Set up and maintain pricing, ticket types, concessions, discounts, promotional codes, holds and allocations.
• Check performance information and ticketing configurations before events go on sale and implement approved changes as required.
• Coordinate ticketing requirements with visiting companies, producers, promoters and venue hirers.
• Manage company and guest ticket requests, complimentary tickets, allocations, holds and releases.
• Provide agreed sales reports and ticketing information to visiting companies and relevant colleagues.
• Maintain accurate customer and transaction data in accordance with data protection requirements.
• Coordinate the Box Office rota, ensuring appropriate staffing for regular opening hours, performances, major on-sales and other operational requirements.
• Provide day-to-day supervision, guidance and support to Box Office staff.
• Support the induction and training of new and existing team members in ticketing systems, customer service and Box Office procedures.
• Ensure the team is kept informed of new productions, promotions, ticketing changes and relevant operational information.
• Promote effective communication and handovers across the Box Office team.
• Identify opportunities to improve Box Office processes and the customer experience.
• Produce regular ticket sales and performance reports for management, colleagues and visiting companies as required.
• Complete Box Office reconciliation procedures and work with Finance to resolve transaction or reconciliation queries.
• Ensure cash handling, card payments and other transactions are managed securely and in accordance with organisational procedures.
• Monitor sales activity and highlight relevant booking patterns, customer feedback or operational issues.
• Work closely with Communications, Creative Programmes, Operations, Customer Experience, Technical and Finance to coordinate ticketing and performance requirements.
• Support major on-sales, promotions and other audience initiatives as required.

Skills

Staff supervision

Administrative skills

Ticketing/CRM software

Customer service

Numeracy

Data protection

Time management

Multi-tasking

Teamwork

Adaptability

Tools

Ticketsolve

Spektrix

CRM system

Job description

Hours: 37.5 hours per week

Salary: £32,000 per annum

Job Purpose

The Box Office Supervisor is responsible for the day-to-day operation of the Box Office, ensuring an efficient, accurate and consistently high standard of service for audiences, visiting companies, hirers and colleagues.

The postholder will oversee ticketing administration, including building productions and performances on the ticketing system, managing company and ticketing requirements, coordinating the Box Office rota and supporting and training the Box Office team.

Key Responsibilities

Box Office & Customer Service

• Oversee the day-to-day operation of the Box Office across telephone, email and in-person enquiries.
• Process and oversee ticket sales, reservations, exchanges, authorised refunds and other transactions in line with Jersey Opera House policies.
• Act as the first point of escalation for customer enquiries, complaints and ticketing issues, resolving these appropriately and escalating where required.
• Maintain a strong working knowledge of the programme, Memberships, ticketing policies, promotions and accessibility provision.
• Ensure customers receive clear, accurate and consistently high standards of service.

Ticketing & Company Administration

• Build and configure productions, performances and events within the ticketing/CRM system, ensuring they are accurate and ready for agreed on-sale dates.
• Set up and maintain pricing, ticket types, concessions, discounts, promotional codes, holds and allocations.
• Check performance information and ticketing configurations before events go on sale and implement approved changes as required.
• Coordinate ticketing requirements with visiting companies, producers, promoters and venue hirers.
• Manage company and guest ticket requests, complimentary tickets, allocations, holds and releases.
• Provide agreed sales reports and ticketing information to visiting companies and relevant colleagues.
• Maintain accurate customer and transaction data in accordance with data protection requirements.

Team Supervision & Rota

• Coordinate the Box Office rota, ensuring appropriate staffing for regular opening hours, performances, major on-sales and other operational requirements.
• Provide day-to-day supervision, guidance and support to Box Office staff.
• Support the induction and training of new and existing team members in ticketing systems, customer service and Box Office procedures.
• Ensure the team is kept informed of new productions, promotions, ticketing changes and relevant operational information.
• Promote effective communication and handovers across the Box Office team.
• Identify opportunities to improve Box Office processes and the customer experience.
• Produce regular ticket sales and performance reports for management, colleagues and visiting companies as required.
• Complete Box Office reconciliation procedures and work with Finance to resolve transaction or reconciliation queries.
• Ensure cash handling, card payments and other transactions are managed securely and in accordance with organisational procedures.
• Monitor sales activity and highlight relevant booking patterns, customer feedback or operational issues.
• Work closely with Communications, Creative Programmes, Operations, Customer Experience, Technical and Finance to coordinate ticketing and performance requirements.
• Support major on-sales, promotions and other audience initiatives as required.

Person Specification

• Experience supervising, coordinating or supporting the work of others.
• Strong administrative and organisational skills with excellent attention to detail.
• Confidence using computerised systems and the ability to learn specialist ticketing/CRM software.
• Excellent written and verbal communication skills.
• Strong customer service skills and confidence resolving challenging customer situations.
• Good numerical skills and confidence working with payments, pricing and sales information.
• Ability to prioritise competing demands and remain calm during busy periods.
• Understanding of confidentiality, customer data and data protection.
• A flexible approach to working hours, including evenings, weekends and public holidays according to the performance schedule.
• Experience within a theatre, arts, entertainment, events or customer-facing organisation.
• Experience using a ticketing/CRM system such as Ticketsolve or Spektrix.
• Experience building productions or events within a ticketing system.
• Experience managing a staff rota and producing sales reports.
• Experience working with visiting companies, promoters, producers or venue hirers.
• Numeracy
• Excellent organisational skills
• Problem-solving and decision-making
• Time management
• Working independently
• Multi-tasking
• Teamwork and collaboration
• Adaptability and flexibility

Working Pattern

This is a customer and performance-focused role and flexibility is essential. Working hours will reflect the operational requirements of Jersey Opera House and will include daytime Box Office operations, performance cover, major on-sales and occasional evenings, weekends and public holidays.

The Box Office Supervisor will coordinate the wider Box Office rota to ensure appropriate cover across agreed Box Office opening and performance requirements.

Applications close 5pm on Friday 9 October 2026.