Ticketing Duty Manager

TN United Kingdom; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading arts centre in London seeks a proactive Ticketing Duty Manager to ensure smooth operations and exceptional visitor experiences. This hands-on leadership role requires strong communication and organizational skills to manage ticketing operations and support the Visitor Assistant team effectively.

Benefits

5% employer’s pension contribution

28 days annual leave

Enhanced family leave benefits

Up to 30% discounts at onsite vendors

Free entry to Hayward Gallery

Free staff yoga

Cycle to work scheme

Qualifications

• Experience managing ticketing or customer service operations.
• A skilled and experienced people manager.
• Effective organisational skills.

Responsibilities

• Deliver and maintain exceptional customer service.
• Manage ticket desks and troubleshoot issues.
• Plan for events and ensure accurate staffing.

Skills

Customer Service

Leadership

Organizational Skills

Education

Experience in Ticketing Operations

Tools

Tessitura

Job description

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We are currently looking for a proactive and inspiring Ticketing Duty Manager, to join our Ticketing team on a permanent, 32 hours per week basis.

As Ticketing Duty Manager, you’ll play a vital role in the Visitor Experience and Ticketing team, ensuring smooth daily operations and a warm, inclusive welcome for all. This is a hands-on leadership role at the heart of our visitor journey.

You’ll oversee ticketing and membership operations across our site, providing frontline leadership and supporting the Visitor Assistant team in delivering an exceptional standard of service. With a visible presence across foyers, the Members' Lounge, and auditoriums, you'll be a key point of contact for both visitors and staff, resolving issues confidently and efficiently. Working closely with fellow Duty Managers, you'll ensure events run seamlessly and that every visitor receives the high-quality experience Southbank Centre is known for.

Key Responsibilities

This role requires a confident communicator, team leader, and operational problem-solver with a commercial mindset.

• Deliver and maintain exceptional customer service and team performance
• Plan for events and ensure accurate staffing, briefings, and support
• Manage ticket desks and troubleshoot visitor and ticketing issues
• Support training, systems management, and process improvement
• Promote access, inclusion, and wellbeing across the team

What We’re Looking For

You’re a ticketing professional who thrives in a busy, public-facing environment and brings both people skills and operational expertise.

• Experience managing ticketing or customer service operations (Tessitura knowledge a plus)
• A skilled and experienced people manager
• Effective organisational skills and ability to remain calm under pressure
• A commercial outlook, confident in setting goals and encouraging sales
• A clear commitment to diversity, inclusion, and accessible visitor experiences

Interview dates:

• second stage interviews: 26 June 2025

Please download the attached Job Description for a full overview of this role responsibilities.

We welcome applications from people from a Black, Asian or Ethnically Diverse background or those who are D/deaf or disabled. If you wish to discuss reasonable adjustments such as a BSL interpreter for your interview please indicate this on your application form. Interviews will take place at The Southbank Centre. If you would like to speak to someone about any adjustments or concerns you can also email [emailprotected] and we will be in touch with you to make the necessary arrangements.

By attracting people to work for us from a broad range of backgrounds with diverse attitudes, opinions and beliefs we can continue to look at the world with fresh eyes and find new ways of doing things. The Southbank Centre is a warm and welcoming place to work, with great aspirations and ambitions to create great and accessible work for all. We pride ourselves in building a supportive environment to enable the development of our staff.

If you feel you have just some of the required skills and experience but meet the person specification, we would still encourage you to apply; we are very open to continuing the training and development of individuals who are self motivated to acquire new skills and knowledge relevant to the role.

Southbank Centre

The Southbank Centre is Europe’s largest arts centre and one of the UK’s top five visitor attractions, occupying an 11-acre site that sits in the midst of London’s most vibrant cultural quarter on the South Bank of the Thames.

Its impact and reach are significant and it is respected internationally as a convener of great artists and diverse audiences and for being entrepreneurial and innovative in response to a volatile and changing financial landscape. The Southbank Centre is a charity that is determined to demonstrate its ambition to remain innovative, disruptive and experimental in what it does and to be highly relevant to the artists it wants to work with and to the audiences it wants to attract.

The Southbank Centre believes that a commitment to diversity and inclusion helps it be a more relevant and effective organisation.

At the Southbank Centre we believe in:

Creating welcoming spaces

• Because upholding respect, safety and belonging is at the heart of vibrant teams and communities.
• This means us all taking responsibility for shaping and protecting a kind, compassionate and inclusive environment for others.

Making wonderful experiences together

• Because we all contribute to amazing artistic moments at the Southbank Centre.
• This means us all understanding and valuing the different parts we play in creating enjoyment and success.

Sparking new thinking

• Because different views and thought-provoking conversations inspire innovation, learning and growth.
• This means everyone having a desire to learn and being open to evaluating how they think and work.

As well as working at one of London's most popular and exciting sites the successful candidate will also benefit from the following:

• A min 5% employer’s pension contribution (rising to 9% depending on your employee contribution), from day 1 of employment
• 28 days annual leave, plus bank holidays (pro-rata for part time employees)
• Enhanced family leave benefits
• Up to 30% discounts at onsite retail, food and beverage vendors
• Staff ticket offers for Southbank Centre events
• Free entry to Hayward Gallery
• Free/discounted entry with other reciprocal organisations
• Free staff yoga
• Free access to emotional support from a confidential specialist Employee Assistance Programme available 24/7
• Season ticket loan
• Cycle to work scheme

The deadline for applications is 23:59 on the closing date for the job posting.