Leeds Ticket Hub Team Supervisor - REQ001985

INTERNAL ONLY VACANCY. This post is open to existing Leeds City Council employees only. Applications will not be considered from external candidates.

Job title Leeds Ticket Hub Team Supervisor

Salary £27,711 to £30,060

Hours 37 (over a 7-day week including some weekends and unsociable hours)

Contract Permanent

Location Leeds City Centre

As Team Supervisor for Leeds Ticket Hub (LTHUB), you’ll facilitate the staffing operation of Leeds Ticket Hub (scheduling and payroll) and support the CRM & Ticketing Manger to deliver a wide range of bookable ticketing and digital experiences by managing the Ticketing Assistants. You’ll support the Assistant CRM & Ticketing Manager in Tessitura’s integrated systems including but not limited to, WordFly email platform, Queue-it integrated queue management system, Genesys omnichannel telephone system and all LCC and 3rd party integrations with Tessitura.

Working across the Leeds City Council (LCC) with, but not limited to, colleagues in Leeds Arts, Events and Venues, Leeds Museums & Galleries, and IT services, the post holder will play an active role in service delivery and improvements.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

As Leeds Ticket Hub’s Team Supervisor, you will bring to the role:

Ability to plan and manage multiple simultaneous projects
Ability to plan and manage multisite staff rotas
Ability to communicate effectively in writing and verbally
Ability to create and maintain effective relationships at all levels
Ability to work calmly and effectively under pressure and meet tight deadlines
Ability to prioritise one’s own workload and line manage staff workloads

About the role

As Team Supervisor for Leeds Ticket Hub, you’ll have a knowledge of a CRM and ticketing system, experience of working both in a team and independently and of customer facing roles and experience of handling, reconciling and banking high volumes of cash. You’ll also have

have a strong aptitude for acquiring systems knowledge and empowering fellow team members across several platforms. The successful candidate will have a can-do attitude, be able to work on their own initiative and calmly under pressure across multiple projects simultaneously.

The role is integral to the Leeds Ticket Hub team within the Arts, Events & Venues service which organises, manages and delivers ticketing an CRM database services for a diverse programme of events for LCC and external partners in and around the city.

What we offer you

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays
membership of the West Yorkshire Pension Fund with generous employer contributions
flexible and hybrid working arrangements subject to service requirements
a clear career pathway and continuing professional development opportunities
a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form and upload a copy of your CV.

Read our guidance for further advice. Please check your information carefully and ensure you complete all sections before submitting your application.

If you have any queries or would like an informal chat about the role please contact Shona Galletly, Audience Development Manager. Call 0113 378 4948 or email shona.galletly@leeds.gov.uk

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visa route before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £38,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.

Leeds City Council Job Profile

Directorate City Development

Service area Culture and Economy – Arts, Events and Venues

Job title Leeds Ticket Hub (LTHUB) Team Supervisor

Grade C1

Conditions of service NJC Terms and Conditions

Reports to CRM and Ticketing Manager

Responsible for Ticketing Assistants

Works with Assistant CRM and Ticketing Manager

Job purpose

To facilitate the staffing operation of Leeds Ticket Hub and support the CRM & Ticketing Manger to deliver a wide range of bookable ticketing and digital experiences. Working across the Leeds City Council (LCC) with, but not limited to, colleagues in Leeds Arts, Events and Venues, Leeds Museums & Galleries, and IT services, the post holder will play an active role in service delivery and improvements.

LTHUB works closely with the Marketing & Communications Teams, and actively supports the Marketing Activity across Leeds Arts, Event & Venues and Leeds Museums and Galleries.

Responsibilities

Be responsible for Ticketing Assistant inductions, appraisals, reviews and any other HR matters as required.
Compile and cascade the staffing rota within agreed budgets and deadlines.
Working with the Assistant CRM &Ticketing Manager to monitor LTHUB phone line service via Genesys phone system.
Working with the Assistant CRM & Ticketing Manager to lead on all training for the LTHUB team.
Supervise the LTHUB team be allocating daily tasks, and attending to ad hoc training needs as required.
Embody and encourage the highest standards of customer care across online, telephone and in person customer journeys and support the ticketing assistants during busy periods.
Use LCC’s finance management systems and software to process settlements, payments and reports, including staff wages.
Support the CRM & Ticketing Manager and work with the Assistant CRM & Ticketing Manager in the setup of events, merchandise, memberships, secondary spend opportunities, venues, scanners and all other items as required within the CRM & Ticketing System.
Be responsible for expenditure on stock, stationery and staffing within agreed budgets.
Deputise for the CRM & Ticketing Manager and Assistant CRM & Ticketing Manager as required to ensure the smooth function of the ticketing operation (at a commensurate level to the post holders’ grade).
Take bookings/reservations in an efficient manner, with clear attention to detail and a focus on accuracy including, and particularly, in the handling of cash and card transactions.
Work in conjunction with the CRM &Ticketing Manager and Assistant CRM & Ticketing Manager, to deliver group, schools and corporate bookings.
Support the CRM & Ticketing Manager in providing Leeds International Concert Season subscriptions, working with the Principal Music Officer and Ticketing Assistants.
Support the LTHUB team in managing the internal system for reservations.
Continually develop and encourage opportunities for maximising secondary spend.
In conjunction with the CRM & Ticketing Manager, allocate, administrate and reconcile any agent allocations when required.
Ensure customer service areas are presentable front of house spaces, stocked with relevant publicity material.
Ensure all ticketing and ancillary stock is managed and be responsible for ordering stock as required.
To undertake the duties of the post in accordance with the LCC’s Policies e.g., Equal Opportunities, Green Strategy, Health & Safety Legislation, etc.

Qualifications Already hold a GCSE level C or above in English Language or equivalent and Maths or equivalent.

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.

Ability to plan and manage multiple simultaneous projects
Ability to plan and manage multisite staff rotas
Ability to communicate effectively in writing and verbally
Ability to create and maintain effective relationships at all levels
Ability to work calmly and effectively under pressure and meet tight deadlines
Ability to prioritise one’s own workload and line manage staff workloads
Knowledge of a CRM and ticketing system
Knowledge of GDPR and other data regulations
Knowledge of current ticketing issues
Experience of working both in a team and independently
Experience of customer facing roles
Experience of working in ticketing or admissions environment
Experience of working towards set budgets
Experience of handling, reconciling and banking high volumes of cash
Experience in utilising/acquiring merchant banking system for customer service resolution
Experience of working with CRM databases

Behavioural & other Characteristics required

“Can do” attitude
Ability to work under pressure of tight deadlines
Ability to remain calm, helpful and professional in challenging customer and client facing scenarios
Active interest in the cultural and event industry
Ability to prioritise one’s own workload and that of a wider team
Willing to take personal responsibility for and abide by LCC’s Health and Safety Policy and understand responsibilities for health and safety
Conscientious and committed approach towards completing tasks accurately and on time
Commitment to one’s own personal development and learning
Commitment to LCC’s goals and values
Commitment to work with the team to continually improve and develop the service
Understanding that working hours will include evenings and weekends.
Tact and diplomacy
Understand and embrace Leeds City Council Values and Behaviours and codes of conduct
Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
Able to understand and observe Leeds City Council equality and diversity policies
Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies
Be aware of and comply with Leeds City Council policies and procedures.
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies of Leeds City Council.

Desirable requirements It is desirable that the candidate should be able to demonstrate the following criteria for the post. Candidates are not required to meet all the desirable requirements however these may be used to distinguish between candidates.

Able to work with SQL databases
Able to lead projects
Able to deliver briefing & training on projects to the wider team
Ability to promote services to potential customers
An understanding of the basic principles of marketing campaigns, social media and emailing services
Knowledge of critical issues in the ticketing industry
Experience working in cultural institutions or visitor attractions
Experience working with Tessitura Network & TNEW
Experience in managing a team of individuals
Experience in leading on the operational delivery of a membership scheme (Membership cards, selling of etc)
Willingness to participate in wider LAEV initiatives
An interest in the live performances and/or visitor attraction sector
Display of pride in one’s work

Job Description Content Prepared / Reviewed by:

Name Shona Galletly Designation Audience Development Manager

Date 31 May 2024

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