Box Office Operations Manager

Job description

Job title:                                 Box Office Operations Manager

Business unit:                         Ticketing

Responsible to:                      Head of Ticketing

Responsible for:                     Box Office Supervisors, Deputies and Clerks

Key internal contacts:           Commercial Director, Theatre Operations Manager

About Nimax Theatres

Owned by Nica Burns and Max Weitzenhoffer, Nimax Theatres is an entrepreneurial and innovative organisation that owns and operates six theatres in the heart of London’s West End – the Apollo, Duchess, Garrick, Lyric, Palace and Vaudeville.

Our theatres currently have a combined capacity of 5,000 seats and, in addition to hosting some of the UK’s most critically acclaimed and successful plays and musicals, present a busy and varied programme of comedy, concerts and children’s theatre.

We are a unique, diverse, loyal, family team founded on respect.  We are here to put on great shows that people want to come and see, and deliver a fantastic experience in beautiful buildings.

About this role

To be responsible for the day-to-day running of our six box offices; delivering a first class operation.

Key duties and responsibilities

Staff Management

• Liaise with Box Office supervisors, providing support.
• Identify training needs amongst box office staff and arrange or deliver training as necessary.
• Administer the attendance of box office staff; ensuring self-certification forms are returned and filed, and carry out return-to-work meetings as required.
• Ensure the theatre box offices operate in accordance with policy, procedure and general good practice.
• To hold monthly box office supervisor meetings.
• Liaise with the Head of Ticketing to oversee the recruitment of Box Office staff.
• Maintain and update staff files.

Box Office Coordination

• Prepare box office rotas. Respond to sick leave, cover and emergency staffing issues.
• Administer Box Office staff holiday requests; maintaining an overview of all requests in order to arrange sufficient cover.
• Make regular visits to the Box Offices; providing support, direction and motivation.
• Ensure timekeeping, dress code and good customer service are adhered to.
• Process payroll
• Provide support to Customer Relations with ticketing related customer complaints.
• When directed carry out other duties consistent with the title Box Office Coordinator.
• Daily and weekly reconciliation of sales and payments made via POS.
• Daily and weekly reconciliation of SOLT sales and redemptions.

Person specification

Essential

• Exceptional communication and customer service skills
• Excellent time management
• Broad ticketing experience and extensive knowledge of ticketing systems and box office practices.
• Proven staff coordination skills.
• Good working knowledge of Microsoft Office programmes, particularly Excel.

Desirable

• 3 years’ experience managing a box office team
• Knowledge/use of NLiven or similar Ticketing Software

Conditions

Contract                          40 hours per week – Monday to Friday, 10am -6pm

Place of work                  Head Office, Lumley Court

Probation /Notice           A probationary period will apply to this post.  Probation and notice terms will be advised at point of formal offer.

Please apply with a CV and covering letter outlining your experience and suitability for the role.

The closing date for applications is Tuesday 16th November 2021.

Nimax Theatres Limited is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for employees, job applicants and customers alike. We actively encourage job applications from all backgrounds.