Lawrence Batley Theatre
Box Office and Duty Manager
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To apply please send a completed application form to recruitment@thelbt.org - available from our website.
Deadline for application is midday on Tuesday 6 October.
About the Role
Lawrence Batley Theatre needs a highly motivated and efficient Box Office and Duty Manager.
You will have a passion for delivering the best in customer service and be motivated to play a leading role in the Visitor Experience Department. You will contribute significantly to our frontline services, by managing and motivating a team of multiskilled staff to provide reception and box office counter and telephone service. You will be responsible for managing the box office system, Spektrix, liaising with Marketing and Programming departments to ensure timely and accurate administration of shows on sale and associated responsibilities.
The Box Office Manager and Duty Manager will work closely with the whole Visitor Experience Team to assist in the co-ordination and delivery of a high standard of customer service across all frontline areas. This is an operational role varied between Box Office Management and Duty Management for performances and room hires.
Reporting to the Head of Visitor Experience you will be responsible for staff management, system maintenance and operations, and representing the theatre in exceeding customers’ expectations.
Responsibilities
- Act as Duty Manager for performance shifts
- Ensure timely running of shows
- Liaise with companies over box office and Front Of House matters
- Deal with complaints and disruptive behaviors according to policy and guidelines
- Be prepared to refuse entry or reject personnel from auditorium/theatre if necessary
- Provide public address if required i.e. show stop
- Coordinate full emergency evacuations alongside Duty Technician
- Take responsibility for lock-up and security of the building
- Take responsibility for the general appearance and safety of public areas
- Collaborate on room set-up requirements
- Report for Facilities Management any maintenance issues
- Complete incident and accident forms accurately and feedback action taken/required
- Support the aims and objectives of the Disability Discrimination Act 1995 and be proactive in addressing Access needs
- Support the aims and objectives of the Licensing Act 2003
- Support policies on safeguarding vulnerable adults and children in the theatre
- Support the maximising of revenue through the efficient and proactive sale of tickets, donations and additional products
- Proactively manage group bookings made through box office
- Ensure timely resolution of customer enquiries, complaints and feedback ensuring that the highest levels of customer service and satisfaction are maintained
- Operate the back-office administration of the ticketing system, seating plans and ticketing inventory
- Liaise with the Marketing Team to meet on-sale deadlines, set up promotions, discounts and scheduled reports
- Liaise with the Head of Development to support fundraising objectives for the organisation
- Liaise with ticket agents and promoters as necessary
- Undertake regular housekeeping to ensure Box Office records are complete, clean and up to date
- Relay all relevant show and seating information to Duty Managers and Duty Technicians
- Work with the wider Visitor Experience team to recruit and train staff as necessary
- Motivate and develop Visitor Experience Assistant’s to deliver the highest level of box office and customer service
- Rota contracted and casual staff to make sure the Box Office is adequately staffed in conjunction with other V.E. areas in service
- Act as first aider
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Essential:
- Experience working on a CRM system
- Excellent communication skills
- Able to prioritise own workload and work to conflicting deadlines
- Have line management experience and an ability to motivate others
- Ability to work varied shifts when required, including weekends, evenings and Bank Holidays
Desirable:
- Experience working on Spektrix or a similar system
- Experience within an events and hospitality setting, including working knowledge of box office, bars and front-of-house operations, or proven specific experience of two of the above
- Personal license holder
- A proven track record of managing budgets
- First aid trained
Terms and Conditions
- Salary: £25,968.95 per annum
- Hours: An average of 37.5 hours per week on annualised hours. We are also open to applications from individuals who may require different working patterns ie. part time for the right person. Hours will be flexible as evening and weekend work will be required. No overtime is payable but time off in lieu may be taken with agreement of line manager.
- Holidays: Pro-rata annual holiday entitlement is 20 days per year plus bank holiday entitlement. This increases to 25 days per year after the first year’s service and to 30 days after five years continuous service.
- Notice period: Two months
- Standard terms and conditions of the Lawrence Batley Theatre apply.
To apply please send a completed application form to recruitment@thelbt.org.
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