Box Office and Customer Service Assistant - Derby Theatre

As a key member of Derby Theatre's Front of House and Box Office team, you will play an important role in creating an exceptional experience for every visitor. You'll be one of the friendly faces of the theatre, providing a warm, welcoming and knowledgeable service from the moment customers arrive.

Working across a variety of customer-facing areas, your role will include box office sales and enquiries, meet and greet, ticket checking, ushering, bar duties and pop-up sales locations throughout the theatre. You'll help audiences find their way around the venue, answer questions, resolve ticketing issues and ensure everyone feels welcomed, supported and valued.

You'll also actively contribute to maximising ticket sales and promoting the work of Derby Theatre, working closely with colleagues and the Marketing team. Using the Spektrix ticketing system, you'll maintain accurate customer information and provide an efficient sales and information service across the counter, telephone and online channels.

The role is varied and requires someone who is flexible, personable and confident working as part of a busy team. You'll represent Derby Theatre with professionalism, courtesy and enthusiasm, championing its work while helping to maintain a safe, secure and welcoming environment.

Positions available:
- 2 x 14 hours per week
- 2 x 21 hours per week
- 2 x 30 hours per week

Please indicate in your application which working pattern you would like to be considered for.

Principal Accountabilities:

- To work as part of a team in the day-to-day operational running of the Box Office and Front of House areas.
- To actively sell to customers over the counter and telephone and answer any website queries.
- To provide excellent levels of customer service, maintaining the high standards of customer care that Derby Theatre is known for.
- To deliver a welcoming environment to all visitors of the venue, being friendly and personable at all times.
- Welcome audiences, check tickets, give directional advice and deal with any queries or ticketing issues as customers enter theatre spaces.
- To maintain a consistent, accurate and useful customer database using the Spektrix ticketing system.
- To help maximize ticket sales in co-operation with the Marketing Department, and to promote the work of Derby Theatre on an ongoing basis.
- To support the Fundraising Activities of Derby Theatre.
- To handle a wide range of customer queries, liaising with colleagues where necessary to provide effective customer service.
- To represent Derby Theatre with diplomacy, discretion and courtesy at all times; to be knowledgeable about, and champion, the work of Derby Theatre.
- To uphold the presentation and security of Front of House areas.
- To undertake other duties or projects as required by the Operations and Access Manager.
- To be a flexible member of staff and work, as necessary, across the front of house and box office aspects of the building where possible.
- To engage in staff training.
- To actively support and promote Derby Theatre's Learning Theatre model, including a commitment to engage with the University of Derby's Theatre-related higher education provision; to contribute to learning opportunities such as work experience, placements, and the theatre's role as a learning environment.
- To keep up to date with developments in the industry as they relate to your role, and to contribute to the overall development of the department and organisation.
- To take an active role in the team and staff as a whole, and to attend team, departmental or cross-organisation meetings as required.
- To ensure that Derby Theatre's policies, procedures and values are observed in every area of the department's work.
- To act always in the best interests of Derby Theatre, protecting intellectual property and confidential information at all times.
- To carry out any other duties as may reasonably be required from time to time, commensurate with the level of the post.

Person Specification:

Essential Criteria:
- Experience in a customer service role.
- Excellent interpersonal skills, including the ability to recognise and address the requirements of a wide range of customers, VIPs, staff and visiting companies.
- Good English, Maths, Verbal and Written Communication.
- Familiarity with EPOS systems.
- Computer literate, familiar with PCs and Microsoft Office programs.
- Good organisational skills, able to prioritise their workload in order to maximise efficiency and performance.
- Motivated salesperson, able to demonstrate enthusiasm for Derby Theatre's offer.
- Able to remain calm under pressure and offer a consistently high level of customer care.
- Able to make quick decisions whilst maintaining high standards of accuracy in a highly pressurised environment.
- Adept at problem solving.
- Enthusiastic team worker.

Desirable Criteria:
- Experience using Spektrix or other ticketing or CRM systems.
- An interest in theatre and the arts.

About Derby Theatre:

At Derby Theatre, we are a charity and a National Portfolio organisation for Arts Council England, known for artistic excellence. We are committed to education and believe that theatre can change your life. Previously Derby Playhouse, we have a long and important theatrical history. As Derby Theatre, we work in partnership with the University of Derby and are a home for higher education students. We produce new plays and projects, collaborate with artists and local people, and offer training for young people too, with opportunities for learners of all ages.

Note: This is a fixed term contract until 03/01/27. The role is onsite at Derby Theatre. The Theatre is unable to sponsor the employment of international workers under the Skilled Worker route for this role; however, applications are welcome from candidates who are able to demonstrate an alternative right to work in the UK. Please refer to the job description for Derby Theatre benefits; University of Derby benefits do not apply.