Box Office and Ticketing Manager

Job Location

Arts Tickets

Published By

Arts Tickets

Type of Job


Published Date

July 2, 2021, 11:30:00 AM

What are we looking for?


- Set up and maintain the management of ticket sales for all productions within the box office system.

- Maintain a thorough understanding of the show schedule, production details, ticket prices and deals

and communicate this information accurately and consistently.

- Drive and lead by example in the up-selling of all products and maximise sales, exceeding set targets.

- Ensure that all customer sales access points facilitate a consistent and sales-focused experience. This

should result in customers finding the process easy-to-use via all sales channels including the website,

ticket agents, on site sales and pop-up booths.

- Provide duty management ticketing support on all 1 st previews, press events, galas, and media


- Ensure there are clear and effective operational procedures in place for the duty management teams

at the venues.

- Ensure any ticketing issues are reviewed, resolved, and communicated in a timely manner with both

venues and customers.

- Represent Arts Tickets with diplomacy, discretion and courtesy at all times and provide useful and

accurate information about the venues, productions and facilities we represent.


- Develop and maintain positive relationships with ticket agents to ensure revenue and the event

profile is maximised for each performance.

-    Take responsibility for daily agent allocation mark backs and ensure accurate reconciliation.

-    Liaise with the production teams, venue management, marketing agency and press associate

regarding press events, VIP’s and one-off events and parties.

-    Support the venue teams in the delivery of third-party incomings and short-term events.


-    Maintain high standards of customer service delivery at all times and contribute to the ongoing

evaluation of the audience experience.

-    Liaise with the venue management team on accessible performances, group bookings and customers

with specific requirements.

-    Ensure all customer feedback is audited centrally within the venue management team (including

feedback via 3 rd party agents).

-    Management of group and corporate bookings, from first contact to completion.


-    Take responsibility for developing and maintaining strong relationships with assigned clients, whilst

maintaining an overview of the full client roster.

-    Offer sound advice and recommend available service options to clients, in line with their


-    Demonstrate tact, initiative, and drive in responding to client requests.

-    Inspire repeat business from clients.



-    Provide support to the Head of Ticketing, directors and clients as required including on site box office


-    To lead or contribute to training junior members of staff, ensuring that they are knowledgeable and

up to date on all show and venue related information and procedures.

-    To duty manage the Ticketing Assistant(s) on a day-to-day basis, ensuring client and company

procedures and policies are adhered to.

-    Ensure all staff are consistently compliant with GDPR requirements and the Information Security


-    Manage and maintain a clear system for coordinating and recording availability and sickness cover

ensuring essential levels of staffing are always maintained and all holidays are approved by the Head

of Ticketing.

-    Conduct bespoke staff briefings and de-briefs with the venue FOH teams, ensuring they are provided

with accurate and sufficient information and identify any areas for further investigation or discussion.



-    To maintain a clean and accurate customer database ensuring a high rate of data capture to provide

intelligent insight.

-    Work with the Head of Ticketing to ensure the daily agency allocations are prioritised and inventory is

efficiently managed, with any discrepancies identified and resolved swiftly.

-    To produce all work to a high standard of accuracy.

-    Maintain an overview of all ticketing related IT and hardware, reporting any problems to the venue

and ticketing management.

-    Ensure invoices for BACS payments are created, checked, accurately logged and sent in a timely

manner, in liaison with the Head of Ticketing.


-    Completion of necessary risk assessments in liaison with the venue management.

-    Contribute to a positive Health and Safety culture throughout all activities and duties.

-    Ensure all ticketing duties are conducted in accordance with Health and Safety policies and systems of

working, reporting any breaches to venue management.


-    Undertaking other duties as reasonably required.



-    Box office management knowledge and previous experience within a theatre, arts venue or attraction

is essential.

-    Experience of using and a good understanding of ticketing systems functionality.

-    An organised, flexible approach to day to day responsibilities.

-    A creative and resourceful approach to problem solving.

-    Proven ability to meet deadlines.

-    Collaborative and communicative in all activity.

-    A confident, friendly and professional manner.

-    Demonstrable ability to prioritise effectively

What can you expect from the role?

Reports to: Head of Ticketing

-    Full time position with a variable shift pattern. Weekends essential and Bank Holiday working as

required, not exceeding 40 hours per week

-    Office location: Mayfair, W1. The role will initially be remote, utilising Zoom and other communication

technologies until government restrictions are fully withdrawn.

-    3 months’ probation period, 8 weeks’ notice period.

How to Apply

How to Apply
Please send a CV and cover letter telling us how you meet the job description and why you are interested in the role, by email to