Ticketing Operations Supervisor

Job Description

As a member of the ticketing team the Ticketing Operations Supervisors will contribute to the ongoing development of Factory International's ticketing and customer service offer. You will provide day-to-day oversight of the ticketing operation at Aviva Studios, as well as provide supervision for Ticketing Assistants, including 1-2-1's, training on ticketing software, customer service systems and operational processes. Alongside this, you will be responsible for the responding to customer queries, processing orders and troubleshooting issues via phone, email and in person, ensuring a high level of customer service and efficiency are delivered at all times.

This is an excellent opportunity to join Factory International's Ticketing team, being at the forefront of an exciting and dynamic operation where you'll interact with all aspects of the organisation and contribute to the achievement of our business objectives. Our diverse programme of events encompasses theatre, live music, conferences, community activity, artist-led shows and Manchester International Festival, and you have the chance to join us as we Invent Tomorrow Together.

Please note this role requires evening and weekend work as part of regularly scheduled shifts.

Job Requirements

ESSENTIAL
- Excellent verbal and written communication skills
- Experience of supervising staff, including individual and team management
- Experience of resolving complex customer service issues and ensuring a positive customer journey across multiple touchpoints
- Excellent organisational skills with the ability to manage multiple priorities and meet deadlines in an often-pressured environment
- Experience of working operations in a large-scale venue, regularly liaising with promoters and producing manifests and settlements
- Experience of working with 3rd party ticket agents
- Understanding of selling tickets, memberships and other packages within a box office environment
- Experience of handling payments via cash, cheques and credit/debit cards, with experience of resolving financial discrepancies
- Excellent IT and system skills - including box office/CRM platforms
- Experience of ticketing systems and their functionality
- An understanding of GDPR Compliance

Job Responsibilities

- Supervise the Ticketing Assistants, including recruitment, training on our CRM software (Spektrix), customer service systems and operational processes. Also ensuring that documentation, training, policies and procedures are regularly reviewed and updated
- Attend regular individual and team meetings highlighting items that will affect the team, feedback on performance against targets, discuss required resources and ensure team members are effectively supported in their roles
- Provide briefings and support for team of Casual Assistants during onsales and periods of high customer contact, including new and urgent information is shared quickly and clearly
- Work collaboratively with colleagues from across the organisation, in particular the Visitor Experience team, to deliver a seamless and positive experience for all customers

Job Overview

Job Title: Ticketing Operations Supervisor
Salary: £30k-£40k
Hours: Full time
Artform: Combined arts
Role: Customer Service
Contract: Permanent
Closing date: Tue, 18 Aug 2026
Location:

North West

| view on Google Maps

Job: Ticketing Operations Supervisor

Organisation: Factory International

Postcode: M3 4JQ

How to Apply

Please apply by clicking the Apply Now link.
Close Date: 18/08/2026 at 23:59

Apply now

About Factory International

Factory International is the organisation behind Manchester International Festival (MIF) and the landmark new cultural space, Aviva Studios, which opens its doors in 2023. Putting Manchester on the map as a global destination for arts, music and culture, Factory International invites the world’s most exciting artists to invent tomorrow together.

Find out more