Closing date - 13 Jan 25
Salary - £12 per hour (Manchester Real Living Wage)

Please feel free to contact us at recruitment@factoryinternational.org if you require any support in completing your application

Ticketing Assistants (Casual) Job Pack - download here
Please note this is a Casual opportunity and hours are not guranteed.

Your main responsibilities will be responding to customer queries, processing orders, and troubleshooting issues via a variety of communication channels for example, phone, web chat, email and in person. You will ensure a high level of customer service and efficiency is always delivered.

We offer full training on our ticketing/CRM system Spektrix and development the essential skills you need to excel as a ticketing assistant. We will grow your knowledge of Factory International and our venue Aviva studios to ensure a high level of customer service.

The key responsibilities for the Ticketing Assistant roles include;

• Process public ticket bookings using the ticketing/CRM system and follow approved ticketing procedures
• Work cross-departmentally to process internal ticket requests
• Handle customer correspondence by telephone, live web chat, email and in person
• Accurate customer data collection via the ticketing/CRM system
• Act as the first point of contact in the box office live in-venue at events: issuing ticket reprints and resolving booking issues, ticket collections and customer/guest lists
• Attend regular meetings within both the ticketing team and the wider Factory International team
• General office administration including printing, filing and digital archiving
• Monitor customer experience and actively provide feedback and suggestions to help improve services
• Deliver excellent customer experience at Aviva Studios considering all routes of the customer journey
• Research and feedback on ticketing experience

The person specification for the Ticketing Assistant roles are;

ESSENTIAL

• Strong communication skills needed

• Ability to multi-task and work well under pressure

• An understanding of GDPR Compliance

• Experience of handling payments via cash and credit/debit cards

• Willingness to work evenings and weekends as part of a regular working week

• Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds
  

DESIRABLE

• Understanding of selling tickets, memberships and other packages within a box office environment

• Experience of ticketing systems and their functionality (our Box office system is Spektrix and training will be given in this system)

• Experience of resolving complex customer service issues and ensuring a positive customer journey

• Awareness of disability access and how they relate to an entertainment venue/visitor attraction

• Excellent IT and system skills – including box office/CRM platforms

• Enthusiasm for a range of arts and culture
  
• Enthusiasm for training, mentoring and support of emerging talent