Assistant Customer Service jobs in United Kingdom

An exciting opportunity to join the sales and marketing team at our storied concert hall in London’s Chelsea, most suited to an established Box Office Manager looking for new challenges and more responsibility.

Reporting to the Head of Sales & Marketing, this new role has been created to grow audiences, revenue and efficiency by redeveloping our sales function and exploiting the technology available to us including our ticketing system (currently Spektrix).

The department currently includes the Head of Sales & Marketing, Digital Marketing Co-Ordinator, two Deputy Sales Managers, a Box Office Assistant and seasonal Box Office casuals. The Sales Manager leads the sales team (directly managing three members of staff), works with a varied customer and client base, and can carve out this new role and take ownership of some significant projects.

• Proactively redevelop our sales function (seeking out new sales channels, refining our hours of operation, engaging new partnerships to better understand and communicate with our audiences)
• Exploiting opportunities from our ticketing system
• Creating our strategy for working with ticket agents; streamlining processes and maximizing sales
• Fulfilling our revenue management processes for hires and own promotions
• Leading and developing the sales team

The role would suit a results-driven and analytical self-starter with at least three years’ of experience in a similar environment. They should be a very confident user of event ticketing systems, and naturally someone who seeks out new technology and systems.

• Work with the Head of Sales & Marketing to fully utilise opportunities provided by our ticketing system for ticket allocations, priority booking windows, seat holds and real-time sales reporting, and to identify new partnerships to better understand and communicate with our audiences.
• Create and fulfil a strategy for maximising and streamlining our work with external ticket agents. Fulfil our revenue management strategy (priority booking, phased seating, dynamic pricing) to reach targets for revenue, attendance, average ticket price and advance booking, for hires and own promos.
• Take ownership for optimising our use of customer engagement tools for ticketing, phones and live chat.
• Oversee day-to-day sales operations, including event reconciliations, event-building, allocations, staff rota and holiday/sickness cover.
• Identify new revenue streams (e.g., tourism partnerships).

• Lead, mentor and motivate the sales team.
• Conduct regular performance reviews and implement targeted training programmes.
• Uphold a culture of accountability, innovation and collaboration across the team.

• Work with the marketing team to develop campaigns to grow group bookings (e.g. corporate, education, tourism sectors).
• Lead a working group to create our membership strategy; redeveloping our existing scheme, and designing and launching a new scheme for under-30s.
• Responsible for creating a leading provision for disabled patrons, including tailored marketing and booking processes.
• Contribute to CRM strategy to enhance customer retention and lifetime value.

• To undertake any duties reasonably requested by the Senior Management Team.
• To recognise and adhere to the organisation’s policies including Health, Safety and Equality.
• To uphold and live out the organisation’s values and brand guidelines, and to ensure working practices contribute to business goals.
• To undertake and support continuous professional development for the role and your team.
• To participate in one-to-ones, supervision, appraisals and performance reviews.

• Minimum 3 years’ experience in a senior sales/ticketing role, preferably within live entertainment, hospitality or tourism.
• Expert proficiency in ticketing systems (Spektrix preferred).
• Strong analytical skills with experience in data-driven decision-making.
• Exceptional management skills, with experience managing hybrid teams (full-time, part-time and casual staff).
• Excellent written/verbal communication skills, with the ability to cultivate successful relationships.
• An adaptable, team-focused approach. Core hours are Monday to Friday, 10am–6pm; however, as the building operates seven days a week, occasional evening and weekend work may be required to support the wider team’s rota and to cover holidays or busy periods.

• Experience in the arts/culture sector, with an understanding of programming diversity (classical to contemporary).
• Familiarity with AI-driven communication tools or chatbots for customer engagement.
• Knowledge of accessibility standards and inclusive marketing practices.

• Resilient & Adaptable: You thrive under pressure and embrace change.
• Critical Thinker: You balance creativity with commercial acumen to identify untapped opportunities.
• Diplomatic Communicator: You build trust with stakeholders ranging from casual staff to corporate partners.
• Detail-Oriented: You maintain accuracy and consistency across complex workflows (e.g. event reconciliations, dynamic pricing models) whilst focusing on the bigger picture.