Theatre Box Office Lead

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

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.