Job Description


Senior Events and Ticketing Officer

Department: Box Office

Line Manager: Head of Ticketing

Direct reports: Events and Ticketing Officers

B:Music’s mission is to inspire a love of live music, through performance, participation and learning.

Overall Purpose

Responsible, along with a team of Event and Ticketing Officers, for the management, set up and on-going maintenance of over 800 performances on the ticketing system that are sold by B:Music Ltd each year.

As part of a team, achieving a consistently high level of service to clients and customers.

Allocating and managing the workload of the ETO team as well as liaising with promoters, programmers, and other departments.

Key Accountabilities

  • To manage the Events and Ticketing team in delivering the highest possible standard of customer service to our clients and event organisers.
  • To allocate, manage and own the delivery of specific events, client accounts and on sales including event day support.
  • To manage and prioritise the workload of the team, including and not limited to, the management of shared inboxes and the creation of shared files.
  • Line manage and support a team of ETOs including regular one to ones, training, staff development and holiday/sickness management.
  • Supporting the HoT to ensure appropriate staffing levels of the ETO team, ensuring all staff rota’s are accurate and reflect sales and event dates.
  • Working closely and collaborating with other departments and teams to ensure effective ways of working and to achieve a shared purpose.
  • To assist the HoT in the maintenance and development of the ticketing system including general housekeeping of ETO specific data such as locks and offers.
  • To work with the HoT to implement strategic changes; identify improved ways of working for the team; make efficiency savings; and encourage ownership of the changes.
  • Create and improve checklists and training documents to ensure and promote consistency and accuracy across the team.
  • To encourage the team to identify service improvements processes and procedures to be adopted by the team.
  • Work with the Senior TSO and HoT to update the Box Office sharepoint site ensuring it is built for the sharing of vital information across the team.
  • Attend and input into internal meetings such as the weekly ops and feedback relevant information to the team.
  • To assist with recruitment requirements for ETO team when required.
  • To satisfy, retain and develop client/promoter relationships by ensuring good levels of communication with internal teams, external ticket agents and promoters/organiser- whilst providing system support and resolution.
  • To manage and own the delivery of specific allocated events across the B:Music event spaces.
  • Take ownership of allocated events for the duration of an events life cycle by ensuring that on sales and event days have sufficient support from the ETO team. Directing attendance if required.
  • Ensure all events (inc free events and add ons such as parking and Champagne packages) are built on the ticketing system accurately and to the original brief whilst meeting deadlines.
  • Ensure subscription seasons, discounts, offers, holds and pricing are setup accurately on the ticketing system and cascaded to the rest of the Box Office team, ensuring this information is communicated in a clear and concise manner.
  • Liaise daily with concert promoters and ticket agents on ticket allocations, figures, reports and show specific information such as running and meet and greet times.
  • To manage the movement of tickets on allocated events including the monitoring of sales, offering solutions to maximise revenue opportunities through mark backs, allocations and holds as well suggesting ways to dress the venue.
  • Liaise with internal departments to ensure accurate sales figures are provided, management of unsold areas of the halls are closed off for sale and key information for customers is shared.
  • Ensure performances are added accurately to the CMS to enable the marketing team to publish events to B:Music’s website.
  • To plan, manage and provide a comprehensive handover to the box office duty manager on all events including initial reports and where required agent mark backs, seat sold plans and COBO lists.
  • To develop ways to work more closely with the various departments to including programme, Front of house and Marketing.
  • Attend meetings with potential clients, advising on the best way to set up, sell events and provide details of the Box Office service and ticketing systems.
  • Meet with promoters to discuss ticket requirements and promote the Box Office services.
  • · Be onsite to support the Box Office Duty Manager for designated events, where a more senior presence is required.
  • Support the DM where required by conducting house checks on the day of performances to identify any sightline issues and inform the FOH team of any necessary re-seating..
  • Reconcile agent sales on the ticketing system on event days and in advance wherever possible.
  • Work with external ticket agents to ensure an efficient sales and dispatch process.
  • Liaise with tour managers/promoter reps regarding agents, guest lists and holds.
  • Be willing to act as Box Office Duty Manager for designated events when required.
  • Adhere to Company health, safety & environmental policies and always maintain a safe working environment.

The post holder will be required to work 36 hours per week, including some evenings and weekends.

You will be expected to perform other duties that are reasonably comparable as directed by your immediate line manager or a member of the senior management team.

Person Specification

  • Experience of managing a team
  • Experience of working on a ticketing system, preferably spektrix
  • Excellent written, telephone and interpersonal skills
  • Experience of providing excellent customer care
  • Experience of building and sustaining good working relationships
  • Experience of working with event organisers and promoters
  • Can demonstrate numeracy, literacy, and IT competence

The ability to effectively manage conflicting deadlines for multiple tasks

  • Experience of using CRM/ticketing system/other database for sales, analysis, and communications
  • Excellent communication and customer care skills with the ability to deal confidently with people on all levels and able to articulate complex matters in a succinct and compelling way
  • Good organisational skills with a high level of attention to detail
  • A flexible attitude with the ability to prioritise, meet deadlines and remain calm in pressured situations
  • A pro-active nature to include a flexible approach to hours of work
  • Excellent time management skills

The ability to effectively manage conflicting deadlines for multiple tasks

  • Enjoys working within a team and can work empathetically, acknowledging the needs of the others
  • Commitment to and enjoyment of live music and an appreciation of the arts and culture
  • Aware of trends in ticketing and live music industry
  • Experience of ticketing in a concert hall, theatre, or similar cultural environment

Reporting to:Head of Ticketing

Department: Box Office

Contract type:Full time 36 Hours

Salary:£26,320- 27,880

Location:Symphony Hall, Birmingham