Ticketing Assistant

Leeds City Council; Leeds; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading local authority in the UK is seeking a Ticketing Assistant for Leeds Ticket Hub. The successful candidate will manage ticket sales, assist with customer inquiries, and ensure compliance with financial regulations. Key requirements include effective communication, the ability to work under pressure, and experience with ticketing systems. This role offers a competitive salary, flexible working arrangements, and opportunities for professional development. Candidates must have the right to work in the UK.

Benefits

Competitive salary

Membership of the West Yorkshire Pension Fund

Flexible and hybrid working arrangements

Career pathway and professional development opportunities

Qualifications

• Excellent verbal and written communication skills.
• Experience in customer-facing roles.
• Ability to work independently and within a team.

Responsibilities

• Manage ticket sales and bookings efficiently.
• Provide customer service during events.
• Ensure financial transactions comply with regulations.

Skills

Effective communication

Relationship management

Ability to work under pressure

Workload prioritization

Knowledge of ticketing systems

Education

GCSE level C or above in English Language or equivalent

GCSE or equivalent in Maths

Tools

CRM systems

Job description

As Ticketing Assistant for Leeds Ticket Hub, you will have knowledge of a CRM and ticketing system, experience of working both in a team and independently and of customer facing roles and experience of handling, reconciling, and banking high volumes of cash. You will also have, To assist in providing Leeds City Council's ticketing services including selling tickets, memberships, subscriptions, merchandise products, and processing donations in person, by telephone and email, providing excellent customer service to ensure the best possible experience for our customers in all their interactions with LTHUB. LTHUB works closely with the Marketing & Communications Teams, and actively supports the Marketing Activity across Leeds Arts, Event & Venues, Leeds Museums and Galleries, Leeds Parks and Countryside teams and external promoters. LTHUB opening hours are dependent on event timings and therefore can be open 7 days a week between 9.00am to 10.00pm at peak periods.

Responsibilities

• Take bookings/reservations in an efficient manner, with clear attention to detail and a focus on accuracy including, and particularly, in the handling of cash and card transactions.
• Carry out sales transactions in accordance with Leeds City Council Financial Regulations.
• Provide on-site ticketing services during event hours for sales, ticket collections, and general enquiries.
• Develop and maintain a thorough understanding and knowledge of events, memberships, subscriptions, packages and offers to be able to provide the best possible customer service and information service.
• Support the Team Supervisor to deliver Leeds International Concert Season subscriptions, Leeds International Film Festival passes and group bookings across a range of events.
• Support the LTHUB team in managing the internal system for reservations.
• Prepare for incoming audiences prior to performances, ensuring the batch ticket print is completed in a timely manner and tickets are prepared for dispatch or collection.
• Responsible for opening and closing the Ticketing Office and ensure the security of the office is maintained.
• Ensure customer service areas are presentable front of house spaces that are stocked with relevant publicity material.
• To undertake the duties of the post in accordance with the LCC's Policies e.g., Equal Opportunities, Green Strategy, Health & Safety Legislation, etc.

Essential Requirements

As Leeds Ticket Hub's Ticketing Assistant, you will bring to the role:

• Ability to communicate effectively in writing and verbally.
• Ability to create and maintain effective relationships at all levels.
• Ability to work calmly and effectively under pressure and meet tight deadlines.
• Ability to prioritise one’s own workload.
• Ability to develop and maintain a thorough understanding and knowledge of events, memberships, subscriptions and offers, have a strong aptitude for acquiring systems knowledge across several platforms. The successful candidate will have a can‑do attitude, be able to work on their own initiative and calmly under pressure across multiple projects simultaneously.
• This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.
• Already hold a GCSE level C or above in English Language or equivalent and Maths or equivalent.

Skills

• Ability to communicate effectively in writing and verbally.
• Ability to create and maintain effective relationships at all levels.
• Ability to work calmly and effectively under pressure and meet tight deadlines.
• Ability to prioritise one's workload.
• Ability to develop and maintain a thorough understanding and knowledge of events, memberships, subscriptions and offers.

Knowledge

• Knowledge of a CRM and ticketing system
• Knowledge of GDPR and other data regulations
• Knowledge of the ticketing industry

Experience

• Experience of working both in a team and independently
• Experience of customer facing roles
• Experience of working in ticketing or admissions environment
• Experience of handling, reconciling, and banking high volumes of cash
• Experience of working with CRM databases

Behavioural & Other Characteristics

• “Can do” attitude.
• Ability to work under pressure of tight deadlines.
• Ability to remain calm, helpful and professional in challenging customer and client facing scenarios.
• Active interest in the cultural and event industry.
• Ability to prioritise one's workload.
• Willing to take personal responsibility for and abide by LCC's Health & Safety Policy and understand responsibilities for health and safety.
• Conscientious and committed approach towards completing tasks accurately and on time.
• Commitment to one's own personal development and learning.
• Commitment to LCC's goals and values.
• Commitment to collaborate with the team to continually improve and develop the service.
• Understanding that working hours will include evenings and weekends.
• Tact and diplomacy.
• Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
• Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon.
• Able to understand and observe Leeds City Council equality and diversity policies.
• Perform all duties having regard to an employee's responsibility under Health and Safety Policies.
• Be aware of and comply with Leeds City Council policies and procedures.
• Be aware of and support difference and ensure equality for all working in an anti‑discriminatory manner, upholding, equality & diversity policies of Leeds City Council.

Desirable Requirements

• Skills: Able to lead projects.
• Skills: Able to deliver briefing & training to the wider team.
• Skills: Ability to promote services to potential customers.
• Knowledge: An understanding of the basic principles of marketing campaigns, social media and emailing services.
• Knowledge: Knowledge of critical issues in the ticketing industry.
• Experience: Experience working with Tessitura Network & TNEW.
• Behavioural: Willingness to participate in wider LAEV initiatives.

Additional Information

• A competitive salary and annual leave entitlement plus statutory holidays.
• Membership of the West Yorkshire Pension Fund with generous employer contributions.
• Flexible and hybrid working arrangements subject to service requirements.
• A clear career pathway and continuing professional development opportunities.
• A range of staff benefits to help you boost your wellbeing and make your money go further. If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.