Customer Service Host - Ticketing

Customer Service Host - Ticketing

As a Ticketing Customer Service Host, you will be part of the Ticketing & Sales Team. This role is based in the Box Office in Woking. You’ll report to the Ticketing and Sales Manager and work closely with other Ticketing and Sales colleagues and the Customer Experience Team.

With consumer buying habits changing as we move to a more digital world, and our subsequent transition to e-tickets and scanners, the number of tickets for purchase or collection at Box Office has been reduced in recent years. With this, the requirements of the Ticketing and Sales staff on an incoming have shifted to offering an enhanced level of individual service to customers who require it and ad-hoc problem solving, as opposed to distributing large volumes of tickets. They will provide information about the production, the theatre, and the local vicinity while optimising sales and acting as the sole point of contact for any Ticketing queries.

The Customer Service Host will have a collaborative approach to their work, ensuring smooth communication with all theatre departments, visiting companies and producers.

Key responsibilities

Customer

Be responsible for resolving customer issues, and initiating corrective action, acting as the responsible person and primary point of contact for customers. Keep up to date records of incidents and progress for Ticketing and Sales colleagues.

Provide customers with information on packages, offers or activities to enhance their visit, such as restaurant recommendations, travel arrangements or hotel bookings, and make bookings on their behalf if requested.

Support our Front of House team when the Box Office is not in demand

Provide support for any Access patrons that may be attending on the night. Stay up to date with ATG’s Access membership scheme and requirements of access performances.

Brief the relevant Customer Experience staff regarding any interval or post-show arrangements that have been made for customers, ensuring the premium customer experience continues through to the end of the performance.

Sales

To sell and cross-sell to customers tickets, memberships & retail products in accordance with ATG Company and Venue guidelines and to administer all payments accurately to maximise sales and minimise loss.

Facilitate on-the-night upgrades across tickets, packages and other offers as directed by the Ticketing and Sales Manager, ensuring that regular reporting is maintained.

Ensure all marketing collateral in the Box Office areas is up to date and relevant to achieving sales targets.

Support the implementation of new technologies by central Ticketing and IT teams as directed by the Ticketing and Sales Manager or their Deputy.

Processes

Communicate on the night as needed with Producers, their agents, Venue Management, Marketing, Customers, central Ticketing & Revenue Management teams, as well as support the work of other venue departments as required.

Provide holiday and sickness cover for Ticketing department as required.

Support the Ticketing department as required for marquee nights, opening nights or any other high-profile event at which the full team may be required.

Liaise with the Contact Centre and Groups Contact Centre in resolving on the night customer and ticket queries.

Policy / Law

Comply with all legal requirements of GDPR.

Adhere to Health & Safety procedures to minimise the risk of injury and accidents.

Adhere to ATG IT policy.

Understand access issues and anti-discrimination legislation and implement correct practices when serving access patrons.

Your skills, qualities, and experience.

We welcome transferable skills from other industries. If you can demonstrate many of the essential skills, qualities and experience we encourage you to apply. We are able to provide training where necessary.

Essential

Have a genuine interest in delivering outstanding customer service.

Ability to work the majority of working hours during evenings and weekends.

Be computer literate (e.g. answer emails, confidently use Microsoft applications like Word and Excel).

Be calm, polite and respectful in all situations.

Motivate and self-motivate – work collaboratively with Ticketing & Sales and Customer Experience colleagues to strive for commercial success, always looking for opportunities to improve.

Communicate with all customers and colleagues in a way that is appropriate.

Anticipate any issues customers may face, be proactive to resolve them, and think of solutions rather than problems.

Flexibility in approach to working with other departments as needed.

Have the ability to select the best option available to suit the individual needs of each customer.

Desirable

Previous experience working in a ticketing role or similar environment.