Ticketing Operations Coordinator, Trafalgar Tickets

Trafalgar Entertainment is a live entertainment business and home to Trafalgar Venues (including Trafalgar Theatre, London, a portfolio of 12 regional UK venues, and Theatre Royal, Sydney), Trafalgar Theatre Productions, Jonathan Church Theatre Productions, Trafalgar Releasing, Trafalgar Education (including Stagecoach Performing Arts and Helen O’Grady Drama Academy), Trafalgar Tickets (including London Theatre Direct) and Trafalgar Cinemas (including Chiswick Cinema).

The Ticketing Operations Coordinator for Trafalgar Tickets will work as part of a team on system configuration, show-build and maintenance, support, on-sale management and other sales and ticketing projects as required to provide a seamless and integrated ticketing service across all Trafalgar venues.

Our ideal candidate will have experience building and configuring shows in a live-entertainment ticketing environment; and will take a positive and proactive approach to their work.  Accuracy and attention to detail are essential requirements for this role as are strong communication skills, numeracy, literacy, administrative and IT skills.

The work is fast-paced and dynamic with shifting priorities – so you’ll also need to be organised and to demonstrate flexibility.

Key responsibilities:

Strategic

• As part of the team, and under the direction of the Ticketing Operations Manager, to play a part in streamlining and defining ticketing processes to improve the overall approach and to work towards more standard processes.

• To make recommendations about improvements to event and hospitality show-set up, packages and other aspects of the company’s ticketing processes

• To develop expertise in use of the computerised Box Office systems, to support the work of all Trafalgar venues.

Operational

• To build shows and events on the computerised ticketing system across all Trafalgar venues; to ensure the timely set-up of events in line with deadlines, guidelines and best practice.
• To ensure accuracy and speed of set-up, speed of service and to ensure that all aspects of the ticketing processes and all hospitality events/pre show dining and other food and beverage offers are setup as required and requested.
• To create and issue ticket allocations as appropriate to the event and to monitor, maintain and mark-back ticket allocations as required.
• To create and schedule appropriate ticketing and sales reports to support the ticketing process and to update third-party producers and promoters and the wider business.
• To check events created by others in the team and to feedback to maintain accuracy at all times and to develop the team’s approach.
• To work as appropriate on rescheduled and cancelled events; identifying opportunities for automatic reseats and considering all aspects of customer needs.
• To liaise as appropriate with venue TDs, marketing teams and third party producers to adjust pricing, allocations and other aspects and to create special offer pricing.
• To support colleagues across the group in their utilisation of ticketing and other related systems, to achieve their business goals.
• To work in line with defined KPIs to ensure the smooth running of the department and appropriate focus on financial outcomes from a ticketing perspective.

Administrative & Development

• To maintain accurate records, GP plans, templates, pricing configurations and other information systems related to show and event set-up.

• To undertake training and development relevant to the successful execution of the job role and to share expertise, best practice and new ideas across the team.

Other Responsibilities

• To represent Trafalgar Tickets in discussions with third-party producers, event organisers and other external clients and to present a professional and knowledgeable impression at all times.
• This Job Description is not an exhaustive description of your duties. You will be required to adopt a flexible approach to your role and responsibilities. In particular, from time to time, you may be required to undertake such alternative or additional duties as may be commensurate with your skills, experience and capabilities.

Experience & skills required:

Experience

• Experience of show-set up within a Box Office/Ticketing environment and an understanding of key processes required to facilitate the set-up of shows and events.

Skills

• Strong computer literacy (including computerised box office systems, word, excel and other Microsoft programmes).
• Excellent written and verbal communication abilities in dealing confidently with colleagues, third-party producers, stakeholders, and industry colleagues.
• The ability to communicate with sensitivity, discretion and
• Strong numeracy, literacy and analytical
• Excellent organisational skills.
• The ability to work calmly and effectively in a pressurised work

Attitude

• A strong service focus and a genuine desire to deliver excellent administration and business support.
• A ‘can-do’ attitude and a positive, flexible approach to the job role, work colleagues and
• A presentable, professional, and approachable manner which sets an example for others to follow
• A willingness to undertake training, learning and development relevant to the job role.
• An interest in and enthusiasm for live theatre, entertainment, and hospitality.
• Keen to contribute to business development and new systems and processes.

Desirable

• Advanced level Excel and Word skills/qualification
• A working knowledge of ticketing and/or diary management systems or ability to learn

To submit your application, please submit a CV and cover letter to recruitment@trafalgarentertainment.com

Trafalgar Entertainment, and its subsidiaries, are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.