Edinburgh Fringe 2025 - Customer Service Supervisor (Phone Room)


26th July - 28th August 2024
£14.40/hour (plus holiday pay)

Apply now


Job Title: Customer Service Supervisor (Phone Room)

Department: Box Office

Reports To: Customer Service Manager, Box Office Manager & Head of Ticketing

Responsible For: Box Office Staff

Rate of Pay: £14.40/hr (plus holiday pay)

Dates of Work: 26th July - 28th August 2024


Role

The successful candidate will perform a wide range of duties,
including but not limited to:

  • Dealing with customer issues, queries, and complaints, over the phone and email.
  • Following Box Office policies and procedures to ensure the professional, efficient, and effective operation of the Customer Services team.
  • Communicating to customers to inform them of show changes or cancellations and issuing refunds/exchanges.
  • Processing bookings for customers with specific access requirements

 

Person Specification

  • Experience of resolving complex customer service issues and ensuring a positive customer journey.
  • Ability to multi-task and work well under pressure.
  • Understanding of selling tickets, memberships, and other packages within a box office environment
  • Experience of ticketing systems and their functionality
  • An understanding of GDPR Compliance good practice
  • Willingness to work evenings and weekends as part of a regular working week.
  • Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds.
  • Confident, enthusiastic, professional, and self-motivated.
  • Accuracy and attention to detail.
  • 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% 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.


Apply now

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Underbelly

Underbelly is a UK based live entertainment company. Its festivals and events division produces a number of events annually, including Underbelly at the Edinburgh Festival Fringe and Underbelly Festival in London.

Underbelly also produce Christmas in Leicester Square and Trafalgar Square in collaboration with Westminster City Council. 

In the West End, Underbelly is currently producing the Olivier award-winning version of Cabaret at The Kit Kat Klub.

Underbelly have recently launched their first permanent venue, Underbelly Boulevard, in the heart of Soho.