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Description
The Senior Box Office Coordinator will lead a team of Coordinators, who together will assist with the management of the Box Office and Customer Service teams, Information Booth volunteers, and successful bump-in and roll out of the FringeTix Box Offices across the CBD and suburban locations. The role includes staff management, budget
and rostering, merchandise fulfilment, implementation of WHS requirements, Fringe policies and procedures, and general logistics for the supervision of a large team.
Additionally, this role will lead the roll out of e-ticketing across the festival and support venues and artists in their implementations of the technology. Key tasks include arts administration as well as face to face, phone and online sales of tickets, vouchers, membership and merchandise, as well as supporting Coordinators, Supervisors and casual FringeTIX staff. The role will require a high level of collaborative and inspiring leadership, attention to detail, excellent customer service for Adelaide Fringe patrons as well as a positive demeanour to deliver a high standard of ticketing services to the venues and artists we serve.
- Assist the Box Office & Customer Service Manager to scope, plan and roll out the FringeTIX Box Offices, Call Centre, Customer Services and Information Booth logistics for all locations
- Coordinate and assist with the recruitment and interviews of positions within the FringeTIX team and administer on-boarding documentation
- Refine and develop procedures, manuals, end of day reports, and training documents for all areas of the team
- Implement & monitoring PCI compliance, WHS regulations and to train and monitor FringeTIX staff in these procedures
- Devise and implement rosters for all Box Office Supervisors, Call Centre Casuals, Box Office Casuals, Information Booth Casuals, Fly Squad and Customer Service team as well as weekly shift approvals for payroll for all teams
- Maintain the day-to-day operations of all aspects of FringeTIX customer facing services, as well as the Adelaide Fringe email inboxes, Call Centre & Access phone lines
- Coordinate FringeTIX staff training days, site inductions and incident reporting
- To liaise with customers and address customer complaints, providing Adelaide Fringe patrons with a high level of customer service and satisfactory resolutions
- Enforce all FringeTIX ticketing policies regarding exchanges & refunds, COVID-19 Terms and Conditions, merchandise distribution and voucher sales
- Coordinate the roll-out of e-ticketing for venues across the festival utilising the Red61 FOH platform.
- Provide training, support and troubleshooting for venues and coordinate the logistics of the Fly Squad team.
- Liaise with internal departments (particularly Ticketing, Production & Marketing) to ensure FringeTIX staff have the latest information on venues, accessibility and changes to the Fringe Guide andprogramming
- Undertake all projects and activities as directed by the Box Office & Customer Service Manager, Executive Director of Audience, the Ticketing Manager, and Fringe Director & Chief Executive as required
- Observe and follow all work health, & safety regulations and safe working practices, with particular attention to FringeTIX Box Offices (off-site locations)
