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: 2nd August - 2nd September 2026
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.