Visitor Experience Team Coordinator

SUMMARY

The Visitor Experience Team Coordinator oversees the Visitor Experience Team to deliver front of house activities and events as detailed by the Marketing, Communications and Audiences Department, responding to the needs of Theatr Brycheiniog.

In these roles, role holders will professionally represent the Theatr welcoming visitors, audiences and customers, ensuring their experience of the Theatr and the services we supply is second to none. The role will assist visitors in how they engage with TBC; managing sales, delivering ticketing to events, understanding Ticketsolve, and overseeing the day to day retail offer in the main entrance foyer. They are the team that visitors first see, and are TBC’s visible presence, providing exceptional customer service.

DUTIES AND RESPONSIBILITIES

1.0 Coordinator

• 1.1 To coordinate the Visitor Experience Team, working with the Team Lead to ensure clarity and consistency across processes and policies within the department.
• 1.2 To be the point of contact between departments, liaising with the FOH Coordinator to ensure events, hires and all building activity is communicated between the teams.
• 1.3 Liaising with the Marketing, Communications and Audience Development Department to ensure that the team complies with all marketing needs, GDPR and legal aspects of the box office operation.
• 1.4 Liaising with the MCA Manager regarding new events and coordinate within the Visitor Experience Team to input events onto the live ticketing system.
• 1.5 To lead on creating staffing rotas, scheduling shifts and services around the needs of the activity and operations.
• 1.6 To support the Marketing, Communications and Audience Development Manager in realising key strategic aims and priorities for the VE Department.
• 1.7 To work with the Team Lead to ensure the delivery of a relevant, sustainable and inspiring retail offer, and present regular updates on stock and profit levels to the Marketing, Communications and Audience Development Manager.

2.0 Welcome and Reception Services

• 2.1 To be responsible to act as a key holder, opening and closing the building to the public as may be appropriate.
• 2.2 To warmly welcome all visitors, customers and audiences to the building.
• 2.3 Politely and informatively answer customer enquiries about TBC and its activities,supporting a positive view of TBC for the public.
• 2.4 Assist in every visitor’s navigation of the venue and spaces.
• 2.5 Promote and support TBC’s activities, events, seasons and sales and additionally supportthe activities and events of all our presenting partners, community producers andworkshops/classes.
• 2.6 Act as a front of house reception for professional enquiries, meetings, contractor arrivals andenquiries regarding the car-park.

3.0 Ticketing and Ticketsolve; Box Office Management System

3.1 To learn, manage and develop working procedures in TBC’s Ticketsolve uses and procedures, including but not limited to:

• 3.1.1 Ticketsolve’s Box Office interface – processing ticket and product sales and refunds following the Theatr’s policies.
• 3.1.2 Ticketsolve’s management functions e.g. creating shows, companies and venues, reports and settings. This will be taught via Ticketsolve staff, Ticketsolve’s online resources, and learning on the job with assistance from colleagues.
• 3.2 To maintain the TBC and staff end of Ticketsolve; ensuring tagging is optimised, templates are up-to-date, and to maintain the organisation of customer and show data.
• 3.3 To keep all Visitor Experience Team members up to date on changes that implemented as part of your role, and ensure they maintain these changes.
• 3.4 To lead the Box Office shared mailbox and create a management system to be shared with and implemented by all Visitor Experience Assistants.
• 3.5 To stay up-to-date with Ticketsolve’s evolution, and to foresee how this will affect TBC, and how it can be implemented to TBC’s advantage.

SPECIAL CONDITIONS

• The post holder will be required to work unsociable hours including evenings, weekends, and bank holidays as part of their normal working week.
• The post holder does not qualify for overtime payments and enhancements.
• The post holder may be required to wear a uniform.

Job Types: Full-time, Permanent

Pay: £23,000.00 per year

Benefits:

• Discounted or free food
• Employee discount
• Free parking
• Language training provided
• On-site parking

Schedule:

• Day shift
• Weekend availability

Experience:

• Customer Service: 1 year (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person

Application deadline: 29/11/2024
Reference ID: Visitor Experience Team Coordinator