BOX OFFICE SUPERVISOR
About Skate Leicester Square
Skate Leicester Square is Underbelly’s festive ice rink in the heart of London’s West End. Set within Leicester Square Gardens, the event combines a central London ice rink with festive food and drink, creating a busy seasonal destination for visitors throughout the Christmas period.
Underbelly is looking for an organised and customer-focused Box Office Supervisor to oversee the on-site box office operation.
The Box Office Supervisor will ensure customers receive a friendly and efficient service while supporting the smooth operation of skating sessions throughout the day.
Role Overview
The Box Office Supervisor is responsible for the day-to-day running of the event box office, supervising Box Office staff and acting as the main point of contact for ticketing and customer-service matters on site.
The role requires excellent attention to detail, confidence resolving customer issues and the ability to remain calm during busy periods.
Key Responsibilities
- Supervise the day-to-day operation of the Skate Leicester Square box office.
- Lead and support Box Office staff during their shifts.
- Ensure the Box Office is appropriately set up and ready for public opening.
- Provide a welcoming, friendly and efficient service to customers.
- Process ticket sales, exchanges and other ticketing transactions in accordance with Underbelly procedures.
- Assist customers with booking queries and ticketing issues.
- Monitor ticket sales and availability for upcoming skating sessions.
- Work closely with the Ice Rink Manager and Duty Manager regarding session capacities and operational changes.
- Communicate delays, closures or changes to customers clearly and professionally.
- Resolve customer concerns and complaints where possible and escalate more complex matters appropriately.
- Ensure accurate handling of payments and follow all relevant cash-handling and financial procedures.
- Support staff training and ensure Box Office procedures are consistently followed.
- Ensure the Box Office and customer-facing areas are kept clean, organised and presentable.
- Report technical or ticketing-system problems promptly.
- Maintain appropriate records and complete any required end-of-day reporting.
- Work collaboratively with rink, Front of House, Security and wider Event Management teams.
- Follow Underbelly policies, procedures and Code of Conduct.
- Undertake other reasonable duties required to support the successful operation of the event.
Person Specification
Essential
- Previous box office, ticketing, customer service, retail or similar public-facing experience.
- Previous experience supervising or supporting a team.
- Excellent customer service and communication skills.
- Strong attention to detail and confidence working with computerised systems.
- Comfortable handling payments and financial transactions.
- Able to remain calm and professional during busy periods and when resolving customer complaints.
- Reliable, organised and able to use initiative.
- Able to work evenings, weekends and throughout the Christmas and New Year period as required.
Desirable
- Previous experience using a ticketing system.
- Previous experience working at an event, theatre, attraction or festival.
- Experience supervising a high-volume box office or customer-service operation.
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.