Box Office Assistant Job Role and Description

Department: Box Office Team

Responsible to: Head Of Ticketing and Revenue

Department lead: Director of Audience and Communications

Newcastle Theatre Royal Trust is an independent charity that brings world-class theatre and creative engagement to and for the people of Newcastle and the North East. We are committed to giving everyone the highest quality welcome and service, on-stage and off. Our 5 Core Values underpin all that we do; we are Ambitious, Inclusive, Collaborative, Creative and Progressive.

Introduction

We are looking for a personable and proactive individual with excellent communication skills who thrives in a customer-facing role. They should be detail-oriented and capable of handling ticketing requests with accuracy and efficiency. A passion for live performances and events, coupled with the ability to share that excitement with customers, is desirable. They should demonstrate patience, empathy, and the ability to handle high-pressure situations with grace. Strong problem-solving skills and a commitment to delivering exceptional service are key qualities we value.

Duties and responsibilities

• Offering patrons a first class service for the sale and reservation of Theatre, and other events for which the Trust acts as an agent, through the use of the Trust’s Box Office system including telesales, re-sales, exchange of tickets, necessary confirmations, invoicing, selling gift vouchers, merchandise and catering and answering general enquiries

• Processing and administering reservations and confirmations efficiently, ensuring that all tickets are paid within the agreed period and all patron records are kept up to date

• Learning information about each production at the Theatre Royal and accurately informing customers of the key selling points and essential information; promoting additional products to maximise profitability of the Theatre through upselling and cross selling

• Capturing and maintaining accurate customer records

• To effectively handle customer comments and complaints and refer them to the appropriate personnel

• Compliance with the legal and financial regulations in force regarding the handling, collection and recording of all forms of income and customer data

• Working to individual and team targets; assisting with marketing and sales initiatives

• Undertaking such other relevant duties as may be requested from time to time by the Box Office Management Team.

Uniform

Uniforms are provided to Box Office staff to reflect the image of the theatre which has a significant impact on the way we are viewed by the public and visiting companies.

For security reasons it is essential that uniforms are returned when staff leave. A £15 uniform deposit will be deducted from staff’s pay on commencement of employment or when a new uniform is issued. The deposit will be reimbursed when staff leave the Company’s employment and return their uniform to their Line Manager prior to receiving their final pay.

Duties as a member of the Theatre Royal team

• Ensuring that the working environment and practices conform to the Trust’s Health and Safety and GDPR Policies, appropriate Child Protection legislation and Health and Safety Legislation
• To take all reasonable care and responsibility for the Health and Safety of themselves and other persons who may be affected by their acts or omissions and to co-operate with the Trust in achieving and maintaining Health and Safety requirements.
• Be fully committed to the Trust’s Equality Policy; The Theatre Royal values and promotes equality, supports and encourages diversity and has a zero tolerance policy on discrimination of any kind.
• To adopt an environmentally aware attitude and adhere to any of the Trust’s Green Initiatives, taking personal responsibility that all duties are undertaken to ensure environmental, sustainability and climate change best practice is observed.
• To understand the Trust’s staff handbook and respect the ethos by which we work as an equal opportunities and inclusive employer, always striving to be the best in our industry as a welcoming theatre.
• To have an understanding of our Creative Programme, which comprises work on stage and our Creative Engagement programme, collaborating with colleagues to ensure the highest quality support and customer service is delivered across the programme as a whole.

Application deadline:

• Wednesday 9^th October 2024

Salary

• £12 per hour

Hours

 Please note that this is a casual contract, therefore there are no minimum contracted hours

Holiday

Casual workers are entitled to paid annual leave. is based on 5.6 weeks of your average working week, including bank holidays. Entitlement will depend on the amount of hours you have worked and will be averaged out over every quarter period.

EAP

• Employee Assistance Programme available to all staff and their household members

Discounted Travel Scheme

• Discounted Metro travel

Discounted Tickets

• Access to staff discounted tickets for performances, subject to availability.

NE1 Discounts

• Access to city centre discounts and activities

NGCV Discounts

• Theatre Royal staff have access to discounts across 10 Newcastle Gateshead Cultural Venues