Job Description. Cheltenham Festivals raises approximately 50% of its income from fundraising activities and 50% from ticket sales.

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1 CF PRODUCTIONS LTD Job Description Job Title: Location: Responsible to: Salary: Working Arrangements: Box Office Administrator Full-time fixed term contract until end of October 2018 HSBC Building Bath Road, Cheltenham or other premises within Cheltenham Box Office and Sales Manager 18,000 per annum full and pro rata Evening and weekend work will be required. Holiday; 25 days per annum pro rata. The holiday year is January to December Background information Since the launch of the Music Festival in 1945 and the Literature Festival in 1949, Cheltenham has been at the forefront of contemporary British culture. The Jazz festival was introduced in 1996 and the Science Festival in The Literature Festival is the largest of the four festivals. Cheltenham Festivals raises approximately 50% of its income from fundraising activities and 50% from ticket sales. Cheltenham Festivals is a company limited by guarantee and is a registered charity. The Board of Directors, who are also the Trustees, are elected by the members of the company. They include the Chair of each of the festival advisory committees. Each Festival programming team works closely with the Directors of Festivals, Education, Development & Marketing as well as Finance, Operations and HR to achieve the objectives of the organisation. The Senior Management Team (SMB) reports directly into the Board of Trustees. CF Productions trades as CF Ticketing and provides box office and other services to Cheltenham Festivals. It is a wholly owned subsidiary of Cheltenham Festivals. Cheltenham Festivals Values Collaboration Inclusion Excellence Innovation Integrity

2 Job purpose This temporary position has been created to support the new Box Office and Sales Manager (BO&SM) and the wider Box Office team whilst Box Office staffing is reviewed. This review is being undertaken as the result of changes to the location of the Box Office and structural changes within the organisation which have occurred over the past 18 months. The role of the Box Office Administrator is to assist the BO&SM in running an efficient and effective Box Office which is customer-focused and proactive, maximising income through sales of tickets, membership, donations, secondary spend and Gift Aid sign up. The postholder is a key member of the CF Box Office team and is expected to split their time between the head office of Cheltenham Festivals on the Bath Road, pop up box offices around Cheltenham, remote Festival box offices and the main Festival box office at each of the Festivals. Detailed job description Team Support the BO&SM in: Training new staff to ensure that a friendly, welcoming and consistently excellent standard of customer service is offered at all times Reviewing systems, policies and procedures and documenting processes within the department with a view to increasing efficiency and effectiveness wherever possible Rolling out changes and ensuring that our legal obligations are met surrounding GDPR Ensuring that the phone system is operating efficiently and effectively Ensuring that daily routines are followed daily at opening and closing of the Box Office Building and promoting positive relationships with all other departments and keep them updated on Box Office activities Sales and Customer Service Proactively sell tickets, memberships, gift vouchers, re-selling via donation to customers in person, by post, online and by telephone in accordance with the rota to achieve and exceed targets Ensure all customers are actively encouraged to donate to CF activities via voluntary donations through the Box Office Actively capture addresses & consent from bookers, members, etc. to increase the sign up list & effectiveness of customer communications Set the standard for maintaining the accuracy of sales and customer records on Tessitura. This will including regular data cleansing to uphold our GDPR policy Assist with pop-up and remote box office set up Ensure reservations and holds are monitored and reported on regularly to ensure the optimum number of tickets available for sale Provide a ticketing service for Champions, Sponsors and Patrons in line with their terms and conditions Be the public face of Cheltenham Festivals within the Box Office by effectively resolving queries, problems and upholding the refund and returns policy

3 Ensure that all visitors receive excellent customer service by upholding the Customer Charter Implement systems to ensure customer feedback is documented and handled within appropriate timeframes, reporting to the BO&SM on performance against targets Proactively promote and take group bookings for 10+ tickets for one event. Manage ticket allocations for external agencies to ensure optimum sales are reached Work closely with colleagues to deliver the membership scheme efficiently, specifically around Direct Debits System set up Work closely with the BO&SM to ensure that: Seating configurations for each venue are set up accurately and within given timeframes Events are set up accurately prior to each booking period: input tickets prices, set technical holds, member discounts, promotional codes, special offers, etc. Undertake updates as required Undertake event, venue and ticket set up checks to ensure accuracy Allocating complimentary House Seats (Holds) for sponsors, artists, press, VIPs, prospects, ensuring sales of certain areas of a venue sell first. Process, distribute, monitor and release as instructed Tessitura upgrades are implemented effectively with appropriate testing undertaken Events are set up correctly for online sales via the CF website Fix minor technical problems with the ticketing system, document issues and act as a point of contact for problem reporting with CF ticketing system supplier(s) New Tessitura users are set up with the correct level of security and given the appropriate login information Financial Assist the BO&SM in dealing with all banking requirements and the safe keeping of all monies Manage the credit card software operation, reporting problems and reconciling income with bank transfers/payments, handle and manage chargebacks Be responsible for handling, banking & the security of cash and credit/debit cards. Reconcile all sales & bookings to the IT system Ensure accurate, timely and efficient financial returns and reporting Assist with cashing up, reconciling all sales and verifying floats within Box Office and merchandising operations Run batches each day at start and close of business Follow all financial processes and procedures to safeguard accurate accounting General Management The Box Office Administrator will; Be prepared to work on a rota basis involving evenings and weekends to ensure the demands of operating the four festivals are met Be responsible for ensuring the health and safety of the team and yourself by following safe systems of work, and by meeting the requirements of the health and safety policy.

4 Undertake all duties and ensure that the Box Office team actively practice compliance with CF policies, including Equal Opportunities, Data Protection and Health & Safety Use and proactively ensure the team use the data systems and management systems in place, currently Tessitura and Artifax. Keep up to date with industry ticketing practices and system developments to ensure best value and effectiveness. Disseminate this knowledge with colleagues. Participate in Cheltenham Festivals agreed performance appraisal system to support your personal development This job description is not intended to be exhaustive. The post-holder will be expected to take on responsibilities and tasks as the strategy and Festivals develop (in consultation with the post-holder)

5 Person Specification Criteria Essential Skills required Excellent interpersonal skills Excellent communication skills, both written and verbal Excellent organisational skills Excellent attention to detail and process driven Excellent IT skills Ability to prioritise, work under pressure, and to meet strict deadlines Financial awareness to include analysis and reporting Knowledge Knowledge of data protection legislation Relevant experience Experience of working in a box office, call centre or other sales and customer service focused organisation Staff supervision (not essential) Disposition Ability to deal and get on with people of different ages from a wide variety of backgrounds Proactive and positive approach Willingness and ability to be flexible and adaptable Able to work under pressure and remain calm Qualifications Educated to a minimum of GCSE level or equivalent including Maths and English