RECRUITMENT OF. Box Office Assistant October 2017 INFORMATION FOR CANDIDATES

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1 RECRUITMENT OF Box Office Assistant October 2017 INFORMATION FOR CANDIDATES Application Instructions Introduction to Liverpool Philharmonic Job Description Person Specification Conditions of Employment Liverpool Philharmonic Hall Hope Street LIVERPOOL L1 9BP Tel: Fax:

2 Application Instructions Thank you for your interest in the post of Box Office Assistant. Enclosed, you will find: Background information about the Royal Liverpool Philharmonic Job Description and Person Specification The application form consists of two parts Section A: Personal details and equal opportunities monitoring Section B: Supporting information In section B please ensure you highlight how you meet the criteria outlined in the Person Specification, as this will form the basis of the shortlisting process. Once complete, section A and section B of the application must be returned by no later than Your application must be returned no later than noon on Friday 27 th October. Applications should be submitted either by to recruitment@liverpoolphil.com, or in the post to: Rebecca Carolan Human Resources Royal Liverpool Philharmonic Hope Street Liverpool, L1 9BP Please identify either in the title of your or on the back of your envelope the post for which you are applying. We are unable to accept applications after the deadline. CVs may be submitted as additional material but not instead of a fully completed application form. Application forms marked please refer to CV will be rejected. All personal details must be removed from a CV; failing to do this will mean that your CV is not considered as part of the selection process. Interviews Short-listed candidates will be invited to an interview to be held at Liverpool Philharmonic on week beginning 30th October 2017.

3 Liverpool Philharmonic Excellence Ensemble Welcoming Passionate about music Excellence Liverpool Philharmonic was founded in 1840 by a group of Liverpool music-lovers. Today, we present a distinctive, diverse live music programme of over 400 concerts and events of the highest quality every year at our home, Liverpool Philharmonic Hall, other venues in our City, across the UK and internationally. Our programme features the best in classical, chamber, contemporary, rock, pop, folk, roots and jazz music, comedy, film and spoken word in the main Hall, and in our smaller scale Music Room. The Royal Liverpool Philharmonic Orchestra performs at least 70 concerts each year in Liverpool, and close to 100 annually across the UK and internationally, working with many of the world s finest and musicians. We deliver an extensive learning and education programme which is acknowledged nationally and internationally as leader in its field. Ensemble Our musicians in the Royal Liverpool Philharmonic Orchestra, and ensembles drawn from it, are at the heart of everything we do. Since 2006, the Orchestra has developed an internationally acclaimed musical partnership with our Chief Conductor, Vasily Petrenko for their concerts, broadcasts and recordings, and through collaborations with other major artists. Across our organisation, we combine our individual talents and collective strength to deliver excellence in everything we do, and celebrate our successes and achievements. Welcome We offer a friendly, warm and inclusive welcome to our organisation, whether to colleagues, our audiences, or visiting artists and partners. We take that welcome wherever we go in our city, nationally and internationally when we are working in venues, at events or in our diverse communities. We want to ensure that we leave a lasting positive memory. Passionate about music Can you imagine a world without music? We can t and it s why we re here. We welcome musicians and artists from around the world, and many of Liverpool s finest musicians, from new bands to long established successful acts. Our extensive Learning programme offers a range of inspirational lifelong learning opportunities to enjoy and take part in live music making, connecting people and communities to our Orchestra, our venue and our diverse music programme. We support and nurture talented young musicians from across the region through Liverpool Philharmonic Youth Company and higher education partnerships. We share our passion for music with more than 370,000 children and adults who engage with us annually either as ticket buyers for performances or as participants in workshops and associated events each year; and in the 3,700 music workshops we deliver each year to attended by more 70,000 people in communities and venues and throughout our City.

4 Job Description Title: Reports to: Location: Contract: Box Office Assistant Box Office Manager The normal place of work is Liverpool Philharmonic Hall, or any reasonable location dependent upon the requirements of the post. This is a variable hour contract. On average we anticipate that the work will be approximately 14 hours per week. Given the nature of our operation and this post, working hours will vary and will include evenings, weekends and bank holidays. You would also be expected to work during the Christmas and New Year period; we are only non-operational on Christmas Day and Boxing Day. Salary: 7.50 per hour Principal Role To provide an efficient ticketing service for all Philharmonic Hall promotions with the objective of maximising ticket sales in association with the Marketing Team. Key Responsibilities Customer Care To provide an efficient and effective link between the Philharmonic Hall and the general public; Ensure access to all events at Philharmonic Hall for ticket sales and general information; Ensure that the Philharmonic Hall delivers the highest standards of service to its customers. Ticketing Selling of tickets for all Philharmonic Hall events and other events sold through Philharmonic Hall Box Office; Process telephone bookings, postal applications and personal callers using the Audience View ticketing system; Process cash sales, card and cheque payments.

5 Audience View Database Operate and maintain the Audience View booking system; Processing ticket sales, returns, exchanges and refunds; Ensure a comprehensive database of all Philharmonic Hall events is maintained. The post holder will also be expected to undertake any other duties assigned to them by the Box Office Manager.

6 Person Specification Box Office Assistant Detailed below are the qualifications, knowledge/experiences and skills/abilities required for the post. The essential column outlines the minimum essential requirements of the post. The desirable column shows additional attributes which would enable the post holder to perform the role more effectively; they are not essential but may be used to distinguish between applicants during the shortlisting process. You should ensure that any application clearly demonstrates your ability to meet at least all of the essential criteria listed below. Criteria Essential Desirable Qualifications Customer Service/Hospitality qualification Current First Aid at Work certificate or commitment to completing this training Knowledge & Experience Experience of providing an exceptional level of customer service in a demanding fast-paced environment ideally, but not necessarily, gained within a venue environment Fluency in the English language and excellent communication skills, with a confident ability to engage with both individuals and groups Experience of cash handling and payment by card processing Experience of reconciling cash and basic sales reports Experience of working efficiently under pressure in a busy, multi-faceted role Excellent telephone manner and experience using call handling systems Experience in using a computerised ticketing system. Skills, Abilities & Personal Attributes Strong numerical skills and experience of cash handling is desirable.

7 Ability to work flexibly including weekends, evenings and bank holidays. Empathetic and responsive approach, always seeking a positive resolution to queries and problems. An ability to remain calm, positive and professional under pressure in a public-facing role An interest in and enthusiasm for music and live performance and the work of the Liverpool Philharmonic Individual skills and characteristics which nurture effective teamwork to deliver exceptional service; co-operation, communication, motivation, flexibility, positivity and enthusiasm. A team player able to work collaboratively and positively with others to achieve common objectives Immaculate standard of personal presentation A passion and initiative for service to ensure that the visitor s experience is enhanced by your commitment and proactive approach. Multitasking and time-management skills, with the ability to prioritize tasks Solid written and verbal communication skills

8 Conditions of Employment Salary 7.50 per hour. Probation The probation period for this post is three months. Performance Appraisal Objectives for the post holder will be set annually by the Box Office manager and performance will be appraised on an annual basis. Hours of work This is a variable hour contract. On average we anticipate that the work will be approximately 14 hours per week. Given the nature of our operation and this post, working hours will vary and will include evenings, weekends and bank holidays. You would also be expected to work during the Christmas and New Year period; we are only non-operational on Christmas Day and Boxing Day. Holidays You will accrue annual leave based on a full time equivalent of 28 days inclusive of public holidays (pro rata). These will be taken at times agreed with the Box Office Manager. Pension Liverpool Philharmonic operates a Group Personal Pension Scheme whereby employees can elect to join end enjoy employer contributions. In accordance with the Pension Act 2008, from April 2014 all qualifying employees will be auto enrolled into the Group Personal Pension scheme. Sickness Payments Liverpool Philharmonic has a sickness absence policy and payments during sickness absence will be made in accordance with the policy. Details of the policy are available on request. Car Allowance A car allowance will be paid in respect of approved business journeys. The allowance is currently 40 pence per mile. Other expenses Other expenses necessarily incurred arising from the performance of duties of the job will be paid, subject to clearance by the relevant line manager.

9 Period of Notice The notice period for the termination of the contract of employment will be 1 calendar month.

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