Purpose of the Role
The Box Office Assistant role at Underbelly Boulevard Soho is an essential part of the customer journey. Often the first point of contact for internal and external customers – colleagues, visitors to the theatre and restaurant, visiting companies and guests - this role’s primary goal is to provide an excellent experience to our customers by being welcoming, helpful, accurate, timely and knowledgeable. You will operate as a receptionist, stage door keeper and box office assistant, often managing several priorities at the same time, including operating the box office Red 61 system, the telephone switchboard, a few email inboxes, and visitors, companies and guests that arrive in person at the venue, as well as handling deliveries. You will be proactive and work to support various departments at Underbelly Boulevard Soho.
Duties and Responsibilities
- Perform regular ticketing duties including selling, exchanging and refunding tickets, processing agency and complimentary tickets, ticket collection and distribution and updating front of house and duty managers with accurate numbers and access information.
- Carry out administrative tasks using Red 61 as requested by management, such as assigning and releasing holds, setting up promo codes and concessions, scheduling reports, etc.
- Provide accurate sales report information internally by maintaining expected numbers sheets and replying to calls to action from the wider team when management is out of office hours.
- Respond to customer feedback and complaints face to face and authorise refunds, ticket exchanges and the issuing of complimentary tickets where appropriate.
- Support with training of casual BO assistants and ensure casual staff is effectively communicated of any procedural changes and updates
- Maintaining our customer records and updating customer details where necessary.
- Know and understand the operations of the Underbelly Boulevard ticketing system. Familiarise yourself with each event (ticket prices, discounts, restrictions, reserved or general admission seating, etc.)
- To be a proactive presence providing general information as well as greeting, engaging with and directing visitors and customers
- To keep your knowledge of products, shows, events and building news up to date, promoting all the UB has to offer at every opportunity.
- Respond quickly and positively to questions, requests, problems, or complaints.
- Receive, sort and communicate arrival of deliveries, parcels and post to the relevant individuals.
- Keep an accurate record of lost property and manage storage and return of items according to internal policy.
- Maintain general appearance and tidiness of the box office and its surroundings, maintaining boards and keeping flyer rack replenished and reporting maintenance issues.
- Assist visitors with access requirements and access ticketing including personal assistant tickets and patrons requiring additional access requirements such a wheelchair spaces.
- Escalate incidents and feedback to the Box Office Management Team.
- Act as an ambassador for the Underbelly Boulevard by sharing the enthusiasm and passion it represents.
- Actively seek customer feedback, provide a sufficient response and pass on appropriately.
- Support each other and the whole front of house team to deliver a showstopping experience regardless of individual specialisms and departmental logistics.
- To comply with the UB’s policies and general operational standards and procedures at all times (e.g. Licensing Laws, Equal Opportunities, Data Protection, Health and Safety, etc).
- To be vigilant at all times and know the lines of communication and emergency procedures, taking appropriate action to ensure personal safety and security as well as that of customers and colleagues.
- To take on emergency evacuation responsibilities and support the Duty Managers in the event of an evacuation
- To undertake any other duties as may be reasonably required to support the department.
Person Specification
- Confident, enthusiastic, professional, and self-motivated.
- A motivated team player who can demonstrate a genuine passion in creating and providing first class customer service alongside your colleagues
- Good, clear verbal communication skills.
- Ability to work calmly and efficiently under pressure.
- Demonstrable knowledge of customer service principles.
- Accuracy and attention to detail.
- Excellent timekeeping skills.
- Ability to multitask in a fast‐paced environment
- Ability to work independently and as a productive member of a team
- Positive and flexible approach.
- Capable of working a flexible schedule and extended hours, including but not limited to working early mornings, late nights, weekends, and holidays.
- Understand the importance of good communication and service in all aspects of the brand.
- Be IT and digitally literate
- Be punctual and reliable
Staff Benefits
- Free entry to shows at Underbelly venues (subject to availability)
- 25% discount at Underbelly bars
- Staff social events
Equal Opportunities
Underbelly is committed to reducing its environmental impacts in its everyday operations. We are also committed to maintaining the open-access policy of Underbelly. We are an equal opportunity employer and welcome applications from all sectors of the community.
It is the policy of Underbelly to ensure that no job applicant or employee receives less favourable treatment on the grounds of age, disability, sex, sexual orientation, race, religion or belief, gender reassignment, marriage or civil partnership, pregnancy or maternity, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable.
We expect employees to support these commitments and to assist in their realisation.