Head of Ticketing and Digital Services, Assistant Ticketing Manager, Senior Ticketing Coordinator

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1 POSITION: LOCATION: TERM: FringeTIX Box Office Coordinator Adelaide Fringe Fixed term, salaried contract position START DATE: 8 January 2018 END DATE: 18 March 2018 REPORTS TO: SALARY RANGE: Head of Ticketing and Digital Services, Assistant Ticketing Manager, Senior Ticketing Coordinator $48,000 - $53,000 pro rata per annum plus 9.5% superannuation ORGANISATIONAL CONTEXT Adelaide Fringe is an annual open-access arts festival run over four weeks in Adelaide, South Australia during February and March. It is one of the largest, most popular and diverse arts festivals in Australia. Thousands of artists from around Australia and across the globe participate alongside home-grown talent, in art forms spanning cabaret, comedy, circus & physical theatre, dance, film, theatre, music, visual art and design. Adelaide Fringe 2018 runs from Friday 16 February Sunday 18 March 1. POSITION SUMMARY The Box Office Coordinator works within a close team alongside the Head of Ticketing Services, the Assistant Ticketing Manager, the Digital Project Manager, the Senior Ticketing Coordinator and fellow Artist Ticketing and Box Office Coordinators. The main objectives of the role are to successfully bump in and roll out the FringeTIX Box Offices across the CBD and suburban locations. This includes staff management, implementation of policies and procedures, cash collection and coordination of change deliveries, and of guide and supplies, general logistics of stock and the batching and delivery of tickets to venues. The role will require a high level of customer service for Adelaide Fringe patrons but also a positive demeanor to deliver a high standard of ticketing services to the venues and artists at the box office locations. At times, the need will arise for the Box Office Coordinator to share responsibility of the Artist Ticketing Coordinator, which can include the servicing of ticketing requests for artists. This can include but is not limited to cancellation of events, processing complimentary ticket requests and any amends to the ticketing of registered Adelaide Fringe events.

2 2. ORGANISATIONAL RELATIONSHIP Reports to: Department: Supervises: Internal Liaisons: External Liaisons: Head of Ticketing and Digital Services, Assistant Ticketing Manager, Digital Project Manager & Senior Ticketing Coordinator Ticketing and Digital FringeTIX Call Centre and Box Office Supervisors and Staff, FringeTIX Assistant, & Volunteers Fringe Director & Chief Executive, Deputy Director, HR Manager, Artists, Venues, & Events department, Finance Manager, Marketing, Brand, & Business Development department and other Adelaide Fringe staff as required. Customers, Promoters, Artists, Consultants and Contractors 3. KEY RESPONSIBILITIES 3.1 Assist with maintaining the operational day-to-day running of all aspects of FringeTIX and associated customer services, including but not limited to: Liaising with software developer and IT consultant in conjunction with FringeTIX Manager FringeTIX Call Centre supervision FringeTIX Suburban Outlet support FringeTIX Box Office support Staff rostering Provide high-end FringeTIX user assistance by performing refunds, transaction enquiries, implementing cancelled show policy Assisting with daily/weekly reporting and statistics as required Liaising with internal departments (particularly Artist & Events) to ensure FringeTIX staff have the latest information on venues, accessibility and changes to Fringe guide and programming Ensuring all FringeTIX box office supervisors are fully briefed about changes regarding staff, procedures and policies Ensure all daily and weekly Box Office and reporting procedures are adhered to Enforce all FringeTIX ticketing policies regarding exchanges & refunds, lost & stolen tickets and vouchers Assist with and enforce FringeTIX PCI compliance policy

3 Ensure FringeTIX box offices are well equipped with ticket stock, merchandise, Fringe guides 3.2 To assist with and prepare various box office documentation and procedures (banking procedures, shift reconciliation process, hard ticket procedure, risk management) observing Adelaide Fringe policy and PCI requirements 3.3 Assist with staff FringeTIX ticketing training and Adelaide Fringe inductions 3.4 Coordinate all cash handling processes, and train staff accordingly 3.5 Responsibility of cash management including daily counting and reporting on safe balances and banking 3.6 To liaise with customers and address customer complaints, providing Adelaide Fringe patrons with a high level of customer service and satisfactory resolutions 3.7 Providing a high level of customer service to Adelaide Fringe customers in both call centre and box office environments when the need arises 3.8 Enforce all FringeTIX ticketing policies regarding exchanges & refunds, lost & stolen tickets and vouchers 3.9 To communicate effectively and professionally with artists and promoters and assist with all aspects of ticketing, including but not limited to; changing and adding price types, managing holds, managing and understanding split allocations, adding and releasing holds, performing batch printing, issuing complimentary tickets and explaining ticketing fees & charges 3.10 Assist with the internal processing of ticketing for Adelaide Fringe programs (Honey Pot, Fringe Awards, Media, Artists and Schools (YEP!) bookings) 3.11 Liaising with internal departments (particularly Artist & Events) to ensure FringeTIX staff have the latest information on venues, accessibility and changes to Fringe guide and programming 3.12 Coordination of volunteers and the batch printing of all tickets for postage 3.13 Coordination of the FringeTIX Assistant to ensure the timely delivery of all batched tickets to venues wherever required 3.14 Undertake all projects and activities as directed by the Head of Ticketing, HR Manager and Fringe Director & Chief Executive as required 3.15 Work collaboratively with, and provide on-going support to Head of Ticketing

4 3.16 Observe and follow all Work Health, & Safety regulations and safe working practices, with particular attention to FringeTIX box offices (off-site locations) 3.17 Whilst this position description summaries the purpose of the job and lists its key tasks, it is not a definitive list of all the tasks to be undertaken. Tasks can vary from time to time at the discretion of your Manager. To deliver services effectively, a degree of flexibility is needed and the employee may be required to perform work not specifically referred to above 4. SELECTION CRITERIA 4.1 Demonstrated experience and proven ability in ticketing/box office management or supervisory role, in a festival or events background 4.2 Familiarity with LPA guidelines, Data Protection, PCI compliance and current ticketing/box office knowledge 4.3 Ability to liaise and communicate effectively with a broad range of committed staff and stakeholders, both internal and external to the organisation, in a professional and ethical manner 4.4 High level computer literacy and competency with ticketing systems, databases, internet, (Outlook), Microsoft Word and Excel 4.5 Excellent time management skills to manage complex tasks and competing deadlines concurrently 4.6 Demonstrated high level attention to detail and record keeping skills 4.7 Ability to manage and reconcile a large number of online, telephone and cash sales 4.8 Demonstrated high level of customer service delivery and ability to resolve customer concerns and complaints in a timely and professional manner 4.9 Provide current Police clearance check if successful (essential) 4.10 Demonstrated experience in security procedures relevant to the safe handling, storage and transportation of monies 4.11 Possess a current Driver s Licence (C Class) and own vehicle (essential) 5. PERSONAL ATTRIBUTES 5.1 A positive and enthusiastic attitude with a passion and commitment to the arts

5 5.2 High level organisational, planning and problem solving skills 5.3 Strong leadership skills 5.4 Flexibility and availability to work evenings and weekends essential (including Christmas) 5.5 Ability to work effectively as a team player as well as independently 5.6 Ability to cope with high pressure situations and competing deadlines 5.7 Patient, amiable and good humoured