Box Office Supervisor

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Job Pack:
Box Office Supervisor

“The team at the

theatre are organised,
professional, and very
welcoming. We felt at

home.”

“I can’t imagine our

community without Theatre
Royal Winchester, the
extraordinary Hat Fair or

Playmakers.”

Hello and welcome

We are delighted you are interested in coming to work with us
at Play to the Crowd.

We are a fantastic arts and education charity based in Winchester, Hampshire, with a friendly,
committed core team of about 25 people with a further 25 or so in the broader casual team as
well as many volunteers.

People say they love working with us because they feel part of a family and everyone pulls
together in a supportive environment to make wonderful, memorable experiences for our
audiences and participants.

Contents

•  About this role

•  What you will do

•  What you will bring

•  Other stuff and how to apply

•  About Us

•  Our Vision and Values

•  Our Personality

About this role

This is a part-time, permanent position (20 hours per week) with a salary scale of £23,793 -
£26,227 (pro rata) depending on experience.

The Box Office Supervisor is a key new role within the Communications and Development Team
managing the day to day operations of the charity’s Box Office. This will include working with the
wider Communications team to increase ticket income, develop group sales, maximise
fundraising opportunities and upsell merchandise and packages. The role supports the Box
Office and Data Insights Manager, acting as their deputy when required.

The Box Office Supervisor plays a vital role in communicating with our customers, developing
new audiences as well as helping to create an excellent audience experience.

This role may be required to work both daytimes and evenings. The role will primarily be based
on the Box Office counter but will involve working in the office as well.

What you will do

Sales and Communication

•  Provide and ensure excellent levels of customer service across the team

•  Sell tickets and upsell merchandise, refreshment packages and gift vouchers - whether in

person or by telephone for all of Play to the Crowd’s activities

•  Assist with all ticket queries from customers, staff and visiting companies, contacting ticket

holders with any changes in the performance schedule

•  Open and close Box Office, ensuring takings are counted and placed in the safe

•  Ensure the security of the Box Office is maintained at all times

•  Manage ticket agent allocations efficiently

•  Set up sales reports for visiting companies and prepare reports for other purposes as

required, manage company holds

•  Help to ensure customer records are accurate, regularly de-duping and checking new

accounts

•  Together with the Box Office and Data Insights Manager, manage key external

relationships with group and school bookers ensuring timely, warm communications and
prompt payment

•  Work with the wider Communications Team to sure all listing sites are up to date with the

current programme and assist with postal mailings as and when required

•  Help distribute print to key points around the city centre

Preparing for incoming audience prior to performance

•  Ensure that the seats from any sold wheelchair positions have been removed by the

Technical team

•  Be the initial point of contact to welcome ticket holders to the building, distribute any

COBO tickets and be responsible for any ticketing queries

•  Distribute hearing loop headsets and assist the Duty Manager with any other tasks

required

glorious theatrical opportunities
and experiences that enrich

“Play to the Crowd offers
us all.”

What you will do

Audience Experience

•  Act as the main information and reception point for the venue, ensuring a professional,

customer focused welcome for all visitors including professional companies, hirers and the
general public

•  Actively engage with the charity’s customers and provide the best level of customer

service at every point in the customer journey

•  Deal with any customer service issues that may occur either in person, on the phone, via

email, or via the post show questionnaire in a professional, on brand manner

•  Report feedback – both positive and negative – to the Box Office and Data Insights
Manager, or relevant team member, to help Play to the Crowd improve our service,
systems & offer

•  Champion our accessibility, and help to improve our offer for those with access

requirements

•  Work as part of a team to constantly improve the Front of House environment, audience

experience and to champion the organisation’s values

•  Ensure lost property is correctly logged, stored and removed after a suitable time

Fundraising

•  Maintain excellent knowledge of the charity’s Memberships and other fundraising
opportunities, proactively encouraging donations and Memberships sign ups

•  Support the Fundraising Manager in the administration of the Membership schemes,

benefits and events

•  Ensure gift aid declarations are collected where applicable

•  Actively promote Play to the Crowd as a charity to customers

What you will do
Staff Management and Administration

•  Deputise for the Box Office and Data Insights Manager when required

•  Support the Box Office and Data Insights Manager in developing rotas and timesheets

when required

•  Help to ensure the existing team are adequately trained on Spektrix and other systems

•  Ensure customer records are maintained and accurate, customer consents are checked,

and the database is regularly ‘de-duped’

•  Report any issues and suggest improvements to the Box Office and Data Insights

Manager to help the charity continually improve the efficiency and effectiveness of our use
of Spektrix

•  Ensure that the Box Office, Bar, leaflet racks and poster sites are always tidy and contain

in date flyers and posters

•  Print and send any tickets for posting

•  Monitor and respond to enquiries to the Box Office email address, forwarding

communications to the relevant team member

General

•  Ensure thorough knowledge of all upcoming activities of the charity

•  Be prepared to be flexible and work across the organisation where necessary to support

other areas of work or colleagues when required by the needs of the business

•  Champion the organisation’s values and adhere to organisational policies and procedures

•  Act as an advocate for the organisation

•  Carry out all tasks in accordance with best practice and organisational action plans in

respect of diversity and disability equality

•  Attend internal/external meetings, training and other forms of staff development and be

available to work at evenings, weekends and bank holidays when necessary

•  To act as a dedicated first aider and fire marshal

•  Other tasks as and when required

brought to Winchester from
Play to the Crowd. Long may it

“We love the cultural richness
continue”

What you will bring

Knowledge, experience and skills

Essential

Desirable

•  Excellent written & oral communication

•  Experience of working within an arts

skills

venue

•  Able to work flexible hours including

•  Experience of working with a ticketing

evenings and weekends

system (ideally Spektrix)

•  Experience of supervising staff

•  Excellent attention to detail

•  Demonstrable initiative

•  Experience of working in a customer

facing role

•  Strong sales skills

•  Ability to work under pressure

•  Ability to analyse data

•  Knowledge of GDPR

•  Cash handling skills

•  Understanding of Marketing and

Fundraising principles

•  Understanding of Access ticketing

Personal Qualities

•  Passion for the arts

•

Imagination and creativity

•  Confidence in working with a diverse

range of people

•  Honesty and integrity

•  Willingness to learn

Job details

Job title: Box Office Supervisor

Reports to: Box Office and Data Insights Manager

Contract: Permanent, part-time

Salary: £23,793 - £26,227 (pro rata) depending on experience

Hours: 20 hours per week

Location: Theatre Royal Winchester

Holiday: 25 days annual holiday plus bank holidays, increasing by 1 day a year up to 30 days plus

    bank holidays (pro-rata for part-time employees)

Personal Qualities

Benefits:

•  Contributory pension
•  Employee Assistance Programme
•  Access to complimentary theatre tickets
•  Free membership of Play to the Crowd
•  Bar discounts

How to apply

Please download an application form from playtothecrowd.co.uk/jobs

If you want to know more or for an informal chat about the role please contact
kirstie@playtothecrowd.co.uk

In addition to a commitment to the values, aims and objectives of Play to the Crowd, candidates
should be able to show clear evidence of how their knowledge/skills/experiences match the Person
Specification and support delivery of the Job Description in their application.

Play to the Crowd is an equal opportunities employer and welcomes applications from people from
the widest possible diversity of backgrounds, cultures and experiences.

About us

Play to the Crowd is an arts and education charity which consists of:

• Theatre Royal Winchester, our lovely 400 seat heritage theatre with a busy, diverse
  programme and our own annual pantomime production.

• Hat Fair, our famous International Outdoor Arts Festival.

• A year round programme of creative learning, participation, community projects and youth
  work including Playmakers Youth Theatre.

The charity also has a wholly owned trading subsidiary called – wait for it – Trade to the Crowd!

We are proud to connect with over 150,000 people each year and turnover approximately £2m a
year of which over 90% is earned or fundraised income.

Our vision and identity

We believe in a world where Communities are Delighted and United through live performance and
participation.

We put culture, learning, joy and community at the heart of all our work. We run both a beautiful
heritage venue, Theatre Royal Winchester, and the internationally recognised Outdoor Arts Festival,
Hat Fair.

Our values

Inclusive – we believe in collaboration and equitable access to the arts for all

•
•  Passionate – we are passionate about and ambitious for the positive impact our work has on

people’s lives

•  Kind – we foster kindness for each other, our environment and the diverse communities with

whom we work

Our mission

To Delight and Unite Communities through the power of live performance and participation by:
•  Celebrating the joy that excellent creative performance experiences offer
•  Connecting people together to improve community cohesion and reduce loneliness
•
•  Nurturing talent and offering opportunity

Improving mental wellbeing and fostering happiness

Our personality

Friendly
Warm, relaxed,
relationship-building, ready
to have fun along the way.

Bold
Getting out there,
getting involved, standing
up for what’s right.

Collabrative
Always open to working
together, listening and
acting respectfully.

incorporating

Approachable
Expansive, amiable,
inviting all-comers, the
opposite of elitist

Cheeky
A little bit naughty yet
always nice, full of life
and gentle irreverence

Playful
A provider of fun and
frolic, we believe in play.

Vibrant
Buzzing, alive, colourful;
full ofinterest, excitement
and enthusiasm

Expressive
Unselfconscious,
creative, committed and
always captivating

Curious
Our creativity will be
invitational, intriguing and
inquisitive

Sociable
Meeting people and
making them happy,
one-on-one or whole
crowds

Intriguing
Mystery and excitement
that draws people in,
often new, always original

Open
Our practice will be
transparent, accessible
and shared.

friendly and first rate. They

“The team were so warm,
made the day so easy”

Play to the Crowd arts and education registered charity. Charity No. 1077139. Registered in England 03696681.