Customer Service Advisor-Casual

Trafalgar Entertainment Group; Southend-on-Sea; On-site; GBP 15,000 - 21,000; Part time

Job summary

Trafalgar Entertainment is seeking a friendly Customer Sales Advisor (Casual) to join our contact centre team supporting venues across the UK. You will be the first point of contact for at-theatre customers, handling calls, emails and live chat, guiding ticket sales and providing show information to ensure a smooth and memorable booking experience.

The role requires you to stay calm under pressure, deliver excellent service, and adapt to a flexible shift pattern as part of a casual 25-hour week.

Qualifications

• Proven ability to handle customer ticketing enquiries across channels (phone, email, live chat).
• Excellent communication and problem-solving skills to upsell and tailor customer experiences.
• Ability to stay calm under pressure and deliver a seamless service to all customers.

Responsibilities

• Handle calls, emails and live chat for ticket sales, seating queries and after-sales support.
• Upsell and tailor customer experiences based on product knowledge.
• Maintain accurate ticketing records and elevate issues when needed.

Skills

Customer service

Communication

Multichannel support

Ticketing system

Tools

Ticketing system knowledge

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Job reference REQ01340 Date posted 20/10/2026 Application closing date 03/11/2026 Location Southend Salary £13.28 p/h Package Blank Contractual hours 25 Basis Casual Job category/type Customer Contact Attachments Blank

Customer Service Advisor-Casual

ABOUT TRAFALGAR ENTERTAINMENT

Founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is an award-winning global live-entertainment business, producing plays and musicians, theatre and venue ownership and operations, live music and comedy, events and hospitality, Performing Arts education, ticketing, the distribution and filming of event cinema and TV live-streaming innovative content through Trafalgar Releasing Ltd (from David Tennant in Macbeth to Taylor Swift).

Trafalgar Entertainment is home to Trafalgar Theatres (with 23 venues in the UK, Sydney, London, and across the UK), including four London Theatres - Trafalgar Theatre, The Bridge Theatre, The Lightroom King's Cross and the new British Airways Theatre, Olympia.

We are passionate about entertainment, audiences, and the live experience and we valueCreativity, Collaboration, ExcellenceandRespect.

ABOUT THIS ROLE

The Customer Sales Advisor is responsible for dealing with customer ticketing enquiries through all channels, as the first point of contact. It requires proficiency in completing the sales process and be able to ascertain individual customer requirements, utilising product and service knowledge to upsell and tailor the customer experience. Providing a seamless service to all and exceeding customer expectations.

ABOUT YOU

You’re a natural communicator who enjoys helping people ad takes pride in delivering great service. You stay calm under pressure, hand problems with a positive attitude and know how to make every customer feel valued. You’re comfortable switching between phone, email and live chat – and you bring enthusiasm and curiosity to everything you do.

JOB ROLE

Join our friendly contact centre team supporting venues across the UK and the West End. As a Customer Sales Advisor, you’ll be the first pointy of contact for theatregoers, handling calls, emails and live chat. From ticket sales and seating queries to show information and after-sales support, you’ll help customers enjoy a smooth and memorable booking experience.

KEY RESPONSIBILITIES

• To contribute to and support the development and implementation of contact centre, goals and objectives
• Personally contribute to an environment where colleagues want to work and customers feel valued.
• To stay abreast of new developments within the group, in particular new ventures, venue portfolios and disruptions to ticketed events (potentially impacting service deliverability)

PERFORMANCE MEASURES

• Carry out a range of processing tasks and handling of customer calls ensuring relevant productivity and quality measures are achieved for HQ Theatres customers in line with specified KPI’s.
• Take ownership of customer problems, solving them at first point of contact and elevate when required.
• To welcome positive and negative feedback about the contact centre and ensure any relevant details are passed onto your Team Leader to help improve the service it offers.
• To ensure the ticketing systems records are maintained and accurate
• Collaborate within the team to clarify facts, exchange information or resolve enquiries and issues.
• Develop and maintain a good working relationship with the Ticketing Operations and Venue Based Teams to promote a seamless ticketing service across the group.
• To respond to customer queries and complaints in a timely and accurate way escalating to the Customer Contact Team Leader / Manager where applicable.
• To ensure that customer data, confidential records and financial records within the department are always stored and shared confidentially (and in line with data protection, privacy, PCI compliance and other policies and legislation).
• Take personal responsibility to ensure you are working in accordance with Health, safety and environmental standards.
• To undertake training as required for the effective performance of your duties.
• At all times, act as an ambassador for Trafalgar Entertainment and in accordance with our values

HOURS

Up to 25 hours per week

• Anticipated five 5-hour shifts per week
• Usual hours: 12pm–5pm
• Some Friday shifts may be adjusted to 10am–3pm to support major ticket on-sales
• Monday and Friday availability is essential
• Applicants must be available to work at least two Saturdays per month
• Hours are offered according to business requirements and are not guaranteed under the casual contract.

This Job Description is not an exhaustive description of your duties. You will be required to adopt a flexible approach to your role and responsibilities. In particular, from time to time, you may be required to undertake such alternative or additional duties as may be commensurate with your skills, experience and capabilities.

Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people in groups where we are under-represented, for example people with disabilities, from minority ethnic groups, older returners and people who are neurodivergent.

We are curious, courageous and ambitious, empowering people to challenge and innovate in pursuit of excellence.