Box Office Assistant

BOX OFFICE ASSISTANT

Job Description

Job Title Box Office AssistantDepartment Box Office

Responsible To Box Office & Front of House Manager

Location Pitlochry Position Type Full Time (35 hours)
Annualised contract

Working Hours Full-Time hours including evenings and weekends

Key Relationships The post reports to Box Office & Front of House Manager. The post holder will work closely with all members of the Customer Service team to ensure an effective and high quality, customer service experience for all our visitors to Pitlochry Festival Theatre.

Context For over 70 years, we’ve been Highland Perthshire’s artistic heart and soul, sitting on the edge of the River Tummel and looking out to Ben-y-Vrackie. Established in 1951 as Scotland’s Theatre in the Hills, Pitlochry Festival Theatre offers a theatrical experience unique in the UK - a summer season performed in repertory, allowing audiences to enjoy six different productions in six days, all performed by a resident company of actors. Now attracting over 100,000 visitors each year, we’re not just a venue - we’re also famous for producing large-scale plays and musicals that delight theatregoers of all ages.

As part of our mission to create, nurture and inspire, we encourage interactive creativity through our programme of festivals, workshops and other events for young people, families, writers, and professional creatives.

We are also transforming our physical space with our bold and ambitious VISION 2021 capital development. Including a 172 seat Studio theatre and a reconfigured Front of House, as well as the reinstatement of our stunning outdoor performance spaces, our Theatre Campus will enable us to improve lives by sharing Pitlochry with the world and the world with Pitlochry.

Purpose and The key purpose of the role is to participate in the effective and efficient delivery of Pitlochry Festival Theatre`s Customer Services Experience.

They will work within the company`s customer services department and, as such, is expected to make a positive contribution to the development of the Department and to the success of the company as a whole.

Pitlochry Festival Theatre aspires to the highest quality in its customer service values and customer experience.

Key There are five key responsibilities in the post:

Accountabilities
1. Provide the highest quality customer experience to all visitors and customers, helping to ensure consistency and a high-quality customer experience at every customer touch point.

2. Work with the Box Office & Front of House Manager in managing the effective usage and supporting the development of the Box Office software system.

3. Work closely with colleagues across the organisation to achieve a range of business targets

4. Support the delivery of a high-quality and efficient commercial service in all customer-facing areas.

5. Act as Customer Experience Champion within the organisation, supporting a programme of ongoing quality assessment and improvement.

Key Tasks:

Box Office

Support the Box Office Supervisor in managing the day-to-day operation of the Box Office, overseeing, and undertaking all tasks required to deliver an effective, proactive, and high- quality sales service.

Ensure data integrity and management of the Box Office software system particularly in relation to adhering to data protection legislation and best practice, through accurate and effective processing of data.

Help maintain robust Standard Operating Procedures for Box Office operations

Help ensure that all Box Office staff are effective, aware of the needs of a diverse audience and can respond to any query or complaint as effectively as possible

Support the Box Office Supervisor to ensure effective and accurate financial record keeping.

Develop up-to-date product knowledge regarding shows and events and be able to communicate that knowledge to colleagues, clients, and customers

Assist with the creation and admin of all events in Spektrix

Proactively engage with groups and offer personal booking service

Offer bespoke, personal, booking service for our Members

Use Company’s Internal Software, Monday.com, to ensure information is communicated appropriately

Customer Experience

Provide a high-quality customer experience within the Box Office area, working with colleagues throughout the organisation to deliver the objectives described within the organisation’s strategic plan

Actively engage in new customer experience policies implemented by the Box Office
Supervisor.

Assist the Events Supervisor to ensure the smooth delivery of events

Assist the Trading Supervisor to ensure smooth customer service for purchase of items

Assist the Events Supervisor by providing Duty Management Cover for events taking place on the Campus

Assist the Campaigns Manager to ensure promotional materials are appropriately displayed and stocked in public spaces.

Assist with ensuring promotional materials are distributed to Volunteer Ambassadors

Environmental

To support the Executive Director, as Chief Executive of the organisation, and the nominated Green Champion in meeting organisational aims and ambitions for its environmental impacts

Help to implement the organisation’s Environmental Policy within the Production department

Health and Safety

To support the Executive Director, as Chief Executive of the organisation, in their legislative duties under the Health and Safety at Work etc. Act 1974

To work safely and encourage and require others to work safely, in accordance with the Theatre’s Health and Safety Policy and any other relevant policy or procedure

To support the management team in ensuring that suitable and sufficient emergency procedures are in place and that arrangements for training and drilling staff are in place

Attend training as required to update knowledge and skills, and to be able to comply with relevant statutory requirements to a high standard

In accordance with H&S procedures for the building, ensure all external visitors follow our Signing in procedures and issue building passes where appropriate

Other

To champion and promote organisational values and behaviours and act as an ambassador for the Theatre

To always act in the best interests of the Theatre and in line with all company policies

Any other duties or projects required by the Executive Director or Board of Trustees to ensure the general smooth and efficient operation of the buildings and organisation

Assist the Department with work experience placements, offering work shadow opportunities, training and mentoring as required

Actively promote staff welfare, development, and training opportunities throughout the Theatre

Job Type: Full-time

Salary: £21,922.00 per year

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Pitlochry, PH16 5DR: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you experienced in meeting sales & performance targets?
• Are you experienced in using a Box Office booking system?
• Are you Educated to SCQF level 6 or equivalent?

Work authorisation:

• United Kingdom (required)

Work Location: In person

Reference ID: BOA