Ticketing and Customer Service Officer

Job introduction

The Brighton Centre is recruiting for the position of Ticketing & Customer Service Officer to join their busy Ticketing, Accessibility and Customer Services department.

The Ticketing & Customer Service Officer represent a dynamic role supporting the Ticketing & Customer Service Manager with the administration of Box Office at the Brighton Centre. Focus will be on Customer Service around client relationships, the day-to-day processing of ticket sales across all Venue sales channels and via outside agencies, and the post-holder will be the first point of contact across all venue communication channels, running the day-to-day customer contact and event Box Office (daytime and evening).

Interview date: TBC

For an informal discussion, please contact (Steven Miller) - (Ticketing & Customer Services Manager) Steven.M.Miller@brighton-hove.gov.uk

About the role

Combining a seaside location with vibrant city atmosphere, Brighton is one of England’s most accessible and compact cities for national and international events. Nestling between the rolling hills of the South Downs and the sea, the city’s Regency Squares and crescents provide a golden backdrop to the restaurants and bars, pubs and cafes and dozens of clubs and live music venues which make Brighton & Hove the place to be.

The Brighton Centre is an internationally known venue of considerable scale; it hosts conferences, events, exhibitions, meetings, festivals and concerts with a capacity of up to 5,500. The Brighton Centre sells in the region of 250,000 tickets per annum for its live entertainment programme consisting of approximately 90 live performances and holds on average 20 major conventions per year, amounting to a combined total of approximately 220 occupied event days per annum. This contributes to an annual economic impact to the City of Brighton & Hove of circa £1bn per annum, contributing to 18,000 jobs in the local area.

The Box Office team are the customers first point of contact when booking tickets for events at the venue so creating a welcoming first impression is essential. Knowledge of ticketing systems would be beneficial, however training would be given. The post-holders should have previous customer service experience, excellent communication skills, be able to work alone or as part of a team.

Working within an ever-changing business environment the post-holder needs to possess a strong quality driven customer focus, combined with a demonstrable ability to work across the venue in the promotion of innovative customer services. They must be prepared to encounter customers who may be angry or disappointed, investigating and solving these customers' problems, which may be complex or long-standing, keeping accurate records of discussions or correspondence with customers and respond to their concerns in accordance with the Venue’s and the Corporate Customer Service Policies. In addition, they will support the Ticketing & Customer Service Managers with the innovation, development and integration of new technologies relating to ticket purchasing via all platforms as well as developing excellent working relationships with the Marketing Department at the Brighton Centre to facilitate efficient communication, data collection, extraction and analysis of customer data.

The position carries with it the potential for long hours working to very tight timelines. The post-holders must be able and willing to work out of hours including evenings, weekends and Bank Holidays as and when required.

Please read our Apply for a job at the council pages carefully. They give you all the guidance you need to complete your application as well as information on what will happen after you’ve submitted your application and at interview.

As part of your application, you will need to upload your CV and answers to some shortlisting questions. Your answers to the shortlisting questions are the most important part of your application as it will be used in the shortlisting process to assess whether you meet the essential requirements for the role that are set out in the person specification and to decide whether you should be offered an interview. Before you start your application, please read our guidance here (CV guidance (brighton-hove.gov.uk) and (Shortlisting guidance (brighton-hove.gov.uk) as this gives important advice which will increase your chance of success in the shortlisting process.

Additional information

Your starting salary will be pro rata if the above position is less than 37 hours or term-time only.

We are a workplace that supports flexibility and employee wellbeing in the way we work whilst providing the best service for our customers. Team and service working arrangements are designed to support both employee work life balance and team collaboration. These would be part of your individual working arrangements alongside any personal preference agreed with your manager in advance of joining. Your contractual location will be the designated council office for your team and travel to and from your contractual location would be at your own expense.

For more information about our values and the benefits of working at the council, visit Why work for us

Company information

Encouraging a diverse workforce

Our city is known and loved for its diversity. Not only is the mixture of people, culture and skills vital to the economic and social development of the city, it's what makes Brighton & Hove such a great place to live, work and visit. We are committed to developing and retaining a workforce that is representative of the diverse communities we serve so we welcome applications from individuals from all backgrounds. In order to achieve our aims of proportionate representation, we particularly encourage applicants from a BME or White Other background as well as those who identify as disabled, male or trans.

Find out more about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (brighton-hove.gov.uk).