The successful candidate should be detail-oriented, highly organised, and customer-focused, with hands-on experience in front-line customer service and ticketing systems. This role focuses on operational delivery, customer care, cross-department coordination and supervision of box office support staff.

They will support day-to-day ticketing operations, ensuring accurate administration, high customer service standards, effective internal communication and smooth coordination across departments and external partners.

RESPONSIBILITIES (continued in Job Responsibilities section below)

• Administer daily ticketing activity within the NLiven system, including allocation of tickets to sales channels (online, on-site, and third-party vendors), bookings, exchanges, refunds, and troubleshooting payment issues
• Implement pricing, inventory and promotional updates as directed by senior and revenue management
• Set up and administer promotional rates and ticket allocations (e.g. TKTS, Rush, single seat discounts, VIP tracking)
• Process cast, company, producer and partner bookings, ensuring correct pricing and timely payment
• Maintain accurate booking records, sales logs and internal tracking systems
• Support on-sale periods, show extensions and pricing updates in collaboration with Marketing and external partners
• Assist with seat moves to optimize house presentation on lighter performance days
• Monitor and respond to customer enquiries in a timely, professional, empathetic manner
• Investigate and resolve ticketing queries and complaints, escalating complex or high-risk matters to the General Manager where appropriate
• Liaise with third-party agents (e.g., TodayTix, Virgin Experience, TKTS and others) to resolve booking, exchange, or access issues
• Follow up on customer feedback and ensure relevant internal communication
• Assist customers with exchanges and special requirements
• Coordinate accessible performances and related bookings in line with company policies

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