TICKETING & CUSTOMER SERVICE TEAM
About Skate St George’s
Skate St George’s is Underbelly’s festive event on St George’s Plateau in the heart of Liverpool. The event brings together a seasonal ice rink, Christmas Tree Maze, bars, market traders, rides and other festive attractions to create a major city-centre Christmas destination.
Underbelly is looking for friendly and organised Box Office & Customer Service Staff to support customers across the event.
Role Overview
We are looking for friendly, organised and detail-focused Ice Skating Ticket Sales staff to support the operation of the ice rink during our Christmas event.
Working either independently or as part of a small team, you will be responsible for selling and managing tickets for ice skating sessions, assisting customers with bookings and ticketing queries, and ensuring ticket stock and availability are accurately managed.
The role combines front-facing customer service and ticket sales with important administrative and operational responsibilities. You will need to work accurately and efficiently in a busy environment, while providing a friendly and professional service to customers.
Key Responsibilities
- Provide a welcoming, friendly and efficient service to customers purchasing tickets for ice skating sessions.
- Process ticket sales, bookings and other ticketing transactions accurately and in accordance with event procedures.
- Provide customers with clear and accurate information about skating sessions, availability, timings, prices and relevant rink information.
- Assist customers with booking queries, ticketing issues and general enquiries.
- Manage ticket holds, releases and allocations to ensure availability is accurately reflected within the ticketing system.
- Reallocate tickets between sessions or bookings where required, ensuring all changes are accurately recorded.
- Process ticket exchanges and complimentary tickets (comps) on behalf of senior team members, in accordance with agreed procedures and authorisation.
- Support the senior team with specific ticketing requests, customer arrangements and operational changes.
- Monitor ticket availability and flag any issues, discrepancies or unusual booking patterns to the appropriate team member.
- Maintain accurate records and complete required ticketing and administrative reports.
- Operate ticketing, payment and booking systems accurately and efficiently.
- Follow all cash-handling and financial procedures where applicable.
- Resolve straightforward customer concerns and escalate more complex matters appropriately.
- Communicate changes, delays, closures or operational updates clearly and professionally.
- Work independently when required, using initiative while knowing when to seek support or escalate an issue.
- Work closely with the wider Customer Service, Ice Rink and Event Management teams to ensure smooth customer flow and effective operation of the rink.
- Keep the ticket sales and customer-facing area clean, organised and presentable.
- Report technical, ticketing or system issues promptly.
- Follow all event policies, procedures and Code of Conduct.
- Undertake other reasonable duties required to support the successful operation of the event.
- Follow Underbelly policies, procedures and Code of Conduct.
- Undertake other reasonable duties required to support the event.
Person Specification
Essential
- Is friendly, approachable and confident when dealing with members of the public.
- Has excellent communication and customer service skills.
- Has strong attention to detail and a high level of accuracy.
- Is confident handling transactions and working with computerised booking and ticketing systems.
- Is organised and able to manage multiple tasks and priorities in a busy environment.
- Is comfortable working independently and taking responsibility for their work.
- Can use initiative while understanding when matters need to be escalated to a senior team member.
- Can remain calm, professional and helpful during busy periods.
- Is reliable, punctual and able to work effectively as part of a small team.
- Understands the importance of accurate record keeping and following established procedures.
- Is comfortable handling confidential or customer-specific booking information appropriately.
- Is available to work evenings, weekends and throughout the Christmas and New Year period as required.
Desirable
- Previous box office, ticketing, retail, front of house or customer-service experience.
- Previous experience using a ticketing system.
- Previous experience working at an event, theatre, attraction or festival.
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.