Melbourne Recital Centre is at the heart of an inspired global community of musicians and audiences.

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1 Position Description Role Title Reports to Department Contract Period Classification Ticketing Services Supervisor Ticketing Services Manager Marketing & Customer Relations 12 Month fixed term contract Part-Time, 1040 Variable Hours per annum Melbourne Recital Centre Enterprise Agreement Classification Grade superannuation Melbourne Recital Centre Melbourne Recital Centre is a major cultural facility that opened in February Situated on the corner of Southbank Boulevard and Sturt Street, the facility includes the magnificent seat Elisabeth Murdoch Hall, a 130-seat flexible performing space, broadcast and recording facilities, rehearsal rooms and public spaces. Acoustic excellence and state-of-the-art technology support the design of a creative hub that has become internationally acclaimed as a landmark Australian organisation for its commitment to excellence in creating, exploring and presenting great music to the widest possible audiences. Vision Melbourne Recital Centre is at the heart of an inspired global community of musicians and audiences. Mission Melbourne Recital Centre inspires creativity, self-expression, learning and enrichment through music for people of all walks of life. Aspirations 1. To be recognised as one of the world s great music venues 2. To nurture and inspire an audience that is diverse, engaged and committed 3. To be acclaimed and trusted for superb programs that are relevant, expansive and distinctive 4. To be a creative leader for artists, audiences and supporters 5. To secure the future of Melbourne Recital Centre, deliver value across all areas of our operations through effective resource management. MELBOURNE RECITAL CENTRE ABN Sturt Street Southbank Victoria 3006 Australia T +61 (0) F +61 (0) E mail@melbournerecital.com.au

2 Primary Purpose The Ticketing Services Supervisor exists to assist the Ticketing Services Manager in managing the Centre s Ticketing Services, ensuring a high level of service is provided to our community. Outputs/Expected Duties Actively promote and represent the Melbourne Recital Centre s principles of service excellence. Provide a high level of customer service and response to a wide range of community enquiries on Melbourne Recital Centre events, ticketing, website and venues. Daily supervision of the Box Office Team and events, ensuring all stakeholder requirements are met within Melbourne Recital Centre guidelines. Sell tickets, memberships, merchandise and other related products (eg: gift vouchers, food and beverage packages) and respond to customer enquiries, both in person and over the phone. Provide a high level of service to donors, members and other stakeholders in person, on the phone and via written communication. Assist the Ticketing Services Manager to ensure all Box Office staff are trained on all procedures, guidelines and systems used on a regular basis, and their skills maintained at the highest level. Assist internal and external customers with their ticketing needs including but not limited to; complimentary ticket requirements, offer set up and maintenance and consignment tickets Assist the Ticketing Services Coordinator with the management of seat inventory, liaising with external and third party ticket sellers Supervise the operations of the daily reconciliation and banking, including monitor cash levels and floats Carry out other duties as required. Ensure all activities comply with Melbourne Recital Centre values, policies, professional and ethical standards. Foster good working relationships with all Melbourne Recital Centre staff, clients, customers and stakeholders and promote a positive and co-operative working environment. In this position you will come into contact with a large amount of information, interact with a range of stakeholders and be privy to a range of commercial-in-confidence issues that must be treated with strict confidentiality and sensitivity. The incumbent must have the ability to exercise a high level of judgement and maintain confidentiality when dealing with these issues. Key Contacts Internal

3 Ticketing Services Manager (daily) Other Marketing & Customer Relations staff (daily) Production and Presenter Services Staff (daily) Programming staff (daily) Other Melbourne Recital Centre staff (as required) External Customers and visitors (daily) Donors, stakeholders, VIPs and MRC members (daily) Presenting Partners (daily) External agencies & suppliers (as required) Key Selection Criteria Demonstrate previous ticketing experience, especially within a subscription or multi-ticket event ticketing environment (highly desirable). Good working knowledge of fine music and familiarity with classical music repertoire and composers and/or knowledge and interest in contemporary popular music or the performing arts (highly desirable) or a willingness to learn (essential). A high level of IT literacy with knowledge and experience in using the standard Microsoft office suite, plus the initiative and ability to learn Tessitura Software, for which training will be provided (essential). Highly developed interpersonal and negotiation skills, as well as high standards of personal presentation and the ability to maintain good working relationships with a wide range of people at different levels both internal and external to the organisation (essential). Demonstrated capacity to be highly organised, determine workloads, set priorities, work under pressure and complete tasks within specified timeframes. (essential) High level of self-awareness and compassion; a calm, professional approach under pressure, and an empathetic, conciliatory approach to resolving customer service issues that may arise. Proficiency in languages other than English, fluent or conversational (desirable). Melbourne Recital Centre s Seven Core Values This position will display and reinforce Melbourne Recital Centre s core values on a regular basis in undertaking the role, by exhibiting the behavioural standards that have been defined for each of these competencies. Values The following definitions summarise the behaviours that are characteristic of the core values:

4 Respect We respect and celebrate each other s differences and individuality Excellence We are dedicated to excellence in everything we do Creativity We have the courage to innovate and be creative; we applaud success and we have permission to fail Inclusiveness Our venue welcomes people and works to create value for everyone Teamwork We are team players and support each other whenever possible Accountability We act with integrity and fairness in all our dealings with each other, with our clients, customers and suppliers Loyalty We value the importance of all our people and we reward their contributions Other Relevant Information The position is based at 31 Sturt Street, Southbank. The position will involve irregular hours including evenings and weekends and considerable flexibility will be required. Melbourne Recital Centre is an Equal Opportunity Employer. Melbourne Recital Centre provides a smoke free environment. OH&S Responsibilities In the context of Occupational Health and Safety policies, procedures, training, and instruction, as detailed in Section 25 of the Occupational Health and Safety Act 2004, employees are responsible for ensuring that they: Follow reasonable instruction Cooperate with their employer

5 Maintain and observe all current Health and Safety policies and procedures At all times, take reasonable care for own health and safety and that of other persons that may be affected within the Workforce