Ticketing Operations Supervisor

Overview

Closing date - Wednesday 11 March 2026, 12.00pm;
Interview date - Week Commencing 16 March 2026;
Salary - circa £28,386.80.

Please feel free to contact us at (Use the "Apply for this Job" box below). if you require any support in completing your application.

Ticketing Operations Supervisor Job Pack - download here. Ticketing Operations Supervisor Application questions - download here.

• As a member of the ticketing team the Ticketing Operations Supervisors will contribute to the ongoing development of Factory International’s ticketing and customer service offer.
• You will provide day-to-day oversight of the ticketing operation at Aviva Studios, as well as provide supervision for Ticketing Assistants, including 1-2-1’s, training on ticketing software, customer service systems and operational processes.
• Respond to customer queries, processing orders and troubleshooting issues via phone, email and in person, ensuring a high level of customer service and efficiency at all times.
• Join and support the team during events with on-site box office operations, ensuring Assistants are briefed on imminent events and that facilities and equipment are checked and in proper working order.
• Provide briefings and support for a team of Casual Assistants during onsales and periods of high customer contact, and share new and urgent information quickly and clearly.
• Collaborate with colleagues across the organisation, particularly the Visitor Experience team, to deliver a seamless and positive customer experience.
• Amend event setup using the ticketing/CRM system as required, including adding ticket offers, updating event information, updating venue and access information.
• Utilise systems to communicate important event information to customers, including pre-event communications, cancellations and reschedules.
• Ensure the distribution of tickets to customers and that systems are configured to scan successfully and collect accurate data.
• Support data collection across sales channels to ensure cleanliness, accuracy and consistency, and ensure GDPR compliance.
• Provide an excellent customer experience in respect of ticket sales, accessibility, memberships and other services offered by the Ticketing team.
• Create work to a high standard of accuracy, check/test the system and initiate processes to resolve mistakes.
• Be knowledgeable about the music and artistic programme and related opportunities Factory International offers to customers, and have good knowledge of the venue.

Essential

• Excellent communication skills, with experience of supervising staff
• Experience of resolving complex customer service issues and ensuring a positive customer journey across multiple touchpoints
• Ability to multi-task and work well under pressure
• Understanding of selling tickets, memberships and other packages within a box office environment
• Experience of ticketing systems and their functionality
• An understanding of GDPR Compliance
• Experience of handling payments via cash, cheques and credit/debit cards, with experience of resolving financial discrepancies
• Enthusiasm for training, mentoring and support of other colleagues
• Willingness to work evenings and weekends as part of a regular working week
• Excellent organisational skills and the ability to manage multiple priorities and meet deadlines in an often-pressured environment
• Able to work independently with minimum supervision and use strong initiative to ensure responsibilities are completed, issues are raised and problems are resolved quickly and efficiently
• Commitment to championing inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds
• Enthusiasm for a range of arts and culture

Desirable

• Experience of supervising a customer service team or Box Office in an arts, leisure, hospitality, sports or events environment
• Experience of working operations in a large-scale venue, regularly liaising with promoters and producing manifests and settlements
• Experience of working with 3rd party ticket agents
• Awareness of disability access issues and how they relate to an entertainment venue/visitor attraction
• Excellent IT and system skills – including box office/CRM platforms
• Knowledge and experience of the ticketing system Spektrix

When applying please do not rely solely on ChatGPT/AI software for your answers as it may not fully reflect your skills and experience and how they align with this role and we may decide to discount your answer if we believe it is solely generated by AI.