The role…

The Deputy Box Office Manager plays a key part in our Box Office operation. You will be working in an exciting and busy office environment providing excellent customer service across multiple platforms and scenarios. The aim of this role is to provide a quality service to our customers and stakeholders across the business as well as supporting your colleagues in venue and supporting the wider LW Box Office team and venue management.

What you’ll be doing…

- Accurately process window and telephone sales and reservations to the public (or via manual tickets when required)
- Provide the highest standard of service to customers and ticket agents
- Administer and communicate accurate information regarding current and future productions
- Represent the Company and your production(s) in a professional courteous and friendly way
- Support management of all resident Senior Box Office Assistants and Box Office Assistants
- Receive post-sale and Access Scheme calls as well as dealing with any escalated calls passed on by the Senior Box Office Assistants, responding to all customer email enquiries and assist in responding to social media posts and enquiries
- Escalate any non-resolved issues to the relevant Box Office Manager
- Track all customer interaction outcomes with dedicated codes
- Collate Access Scheme sign up entries and evidence submissions. Direct contact for Access Scheme members
- Work as required in any future Call Centre situation or from within venue to oversee the operation and act as a point of escalation
- Lead in any tasks delegated by the Head of Box Office, Group Customer Relations Manager, Group Ticketing Inventory Manager or Box Office Manager
- Help support Box Office Management duties wherever possible especially at weekends
- Support Sales, Access and Agent calls wherever possible
- Assist the Group Ticketing Inventory Manager and Box Office Manager with topping up website and agent allocations to ensure the best available seats are available at all prices on our website
- Deliver outstanding customer service and sales standards in the Box Office
- Monitor levels of service offered by all Box Office staff, addressing any problem immediately
- Assess, develop and train all Box Office staff
- Maximise ticket sales and associated revenue by displaying effective show and venue knowledge and matching identified customer needs appropriate to buying solutions
- Accurately process ticket sales (window and ticket agents)
- Redeem and reconcile SOLT Theatre Tokens Sales on a daily basis
- Respond to any House Seat enquiries as delegated by a Box Office Manager
- Ensure the integrity of accounting procedures
- Contribute to the development of Box Office Services across the group
- Cover all duties for a Box Office Manager in their absence (as rostered)

What we need…

- An in depth knowledge of Box Office processes and procedures
- Cash handling experience
- Experience of building strong working relationships with internal stakeholders in both a positive and professional way
- A proactive and professional manner
- Supervisory experience
- A meticulous and respectful approach to customer service
- A conscientious approach; accurate and with an eye for detail and presentation
- Logical and methodical, with the ability to follow procedures and guidelines precisely
- Ability to use initiative in identifying problems and recommending appropriate solutions
- Well-organised and adaptable; able to plan workload, manage priorities and respond to changing or ad hoc requirements

Salary: Â£34,846.24 per year

Closing date: 26th Dec 2021


Diversity & Inclusion

At LW Theatres, we pride ourselves on being a family of individuals and actively welcome applicants from all backgrounds – it’s one of our core values and we believe celebrating our differences is key to success.

At the heart of our Company is a culture where everyone feels seen and heard and can be themselves at work. Regardless of your background, all we ask is that you have the skills and experience required and the desire to succeed. In return, we pledge to ensure that our selection process is both transparent and fair.

We are also open to discussing opportunities to work flexibly.