Job Title: Box Office Supervisor
Department: Box Office
Reports To: Underbelly Box Office Manager
Responsible For: n/a
Rate of Pay: £14.40/hr (plus holiday pay)
Dates of Work: 27th October 2025 – 6th January 2026
Available Contracts: Part-time. 20-40hours/week
Christmas in Leicester Square is introducing a high-profile, temporary outdoor ice rink in the heart of London’s West End. The Box Office Supervisor is responsible for the smooth running of ticketing and customer service operations at the ice rink. You will manage daily sales activity, and act as the first point of escalation for customer issues. The role is hands-on, combining technical understanding of the box office setup and administration along with front-line service in a busy seasonal attraction.
Role
- Front line troubleshooting of all box office equipment, including PCs, ticket printers, card machines and networking.
- Liaising with stakeholders ensure all sales requirements are carried out efficiently and provide accurate sales report information on request on a regular basis
- Responding to customers either face to face, online, or in writing, authorising refunds, ticket exchanges and the issuing of complimentary tickets where appropriate
- Work independently and take ownership of outcomes with minimal supervision.
- Liaising with rink management, duty managers, and other departments to ensure consistent service and communication
- Amending event setup using the ticketing/CRM system as and when required, including but not limited to adding ticket offers, updating event information, updating venue and access information.
- Providing an excellent experience for customers in respect of ticket sales, accessibility, memberships, and other services offered by the ticketing team.
- Creating work to a high standard of accuracy.
- Managing the administration of cancelled shows or other interruptions to the event’s ticketed activities
- Recording and safely storing away any lost property found or lost within Christmas at Leicester Square.
Person Specification
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Strong communication skills
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Experience of resolving complex customer service issues and ensuring a positive customer journey in a seasonal or high-footfall visitor attraction.
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Ability to multi-task and work well under pressure
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Understanding of selling tickets, memberships, and other packages within a box office environment
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Experience of ticketing systems and their functionality – experience of Red61 would be beneficial
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An understanding of GDPR Compliance good practice• Willingness to work evenings and weekends as part of a regular working week.
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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
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Confident, enthusiastic, professional, and self-motivated.
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Accuracy and attention to detail.
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Understand the importance of good communication and service in all aspects of the brand.
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Be IT and digitally literate
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Be punctual and reliable
Working Conditions
- Shift work including early mornings, evenings, weekends, and Bank Holidays.
Staff Benefits
- Free entry to shows at Underbelly venues (subject to availability)
- 25% discount at Underbelly bars
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.