BOX OFFICE & CUSTOMER SERVICE STAFF
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
Box Office & Customer Service Staff are responsible for assisting customers with ticket purchases, bookings, enquiries and general event information.
The role requires excellent communication, strong attention to detail and the ability to provide a calm and helpful service during busy periods.
Key Responsibilities
- Provide a welcoming, friendly and efficient service to customers.
- Process ticket sales and other ticketing transactions in accordance with Underbelly procedures.
- Assist customers with booking queries, ticketing issues and general event enquiries.
- Provide information about skating sessions, the Christmas Tree Maze and other event attractions.
- Check and validate tickets where required.
- Communicate delays, closures or operational changes clearly and professionally.
- Resolve straightforward customer concerns and escalate more complex matters appropriately.
- Operate ticketing and payment systems accurately.
- Follow all cash-handling and financial procedures where applicable.
- Maintain accurate records and complete required reporting.
- Keep customer-facing and Box Office areas clean, organised and presentable.
- Report technical or ticketing-system issues promptly.
- Work closely with the Attractions, Market & Rides, Security and wider Event Management teams.
- Support queue management and customer flow where required.
- Assist with lost property and other customer-service matters in accordance with event procedures.
- Follow Underbelly policies, procedures and Code of Conduct.
- Undertake other reasonable duties required to support the event.
Person Specification
Essential
- Friendly and confident working with members of the public.
- Excellent communication and customer service skills.
- Strong attention to detail.
- Comfortable using computerised systems.
- Reliable, organised and able to use initiative.
- Able to remain calm and professional during busy periods and when dealing with customer concerns.
- Able 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.