Job title: Ticketing Assistant Casual - Leeds Ticket Hub
Salary: A1 £12.69 per hour
Hours: Ad hoc (over a 7-day week, including some weekends and unsociable hours)
Contract: Permanent
Location: Leeds City Centre
As a Ticketing Assistant with Leeds Ticket Hub (LTHUB), you’ll assist in providing ticketing services for Leeds City Council (LCC) and its partners. This will include selling tickets and memberships, processing donations and responding to customer service enquires. The Ticketing Department is open dependant on event timings and therefore can be open 7 days a week between 9.00am – 10.00pm.
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 Ticketing Assistant plays an active role in service delivery and improvements.
You’ll be supported by the LTHUB Team Supervisor in using Tessitura, LCC’s procured CRM and Ticketing platform and its integrated systems such as the Genesys omnichannel telephone system and other LCC and 3rd party integrations with Tessitura.
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 a Ticketing Assistant, you will bring to the role:
- Ability to work in a customer facing environment in a positive and effective manner
- Ability to communicate effectively in writing and verbally
- Ability to create and maintain effective relationships at all levels
- Ability to work to tight deadlines and remain calm, helpful and professional in challenging customer facing scenarios
- Ability to prioritise one’s own workload
- Ability to work well in a team or independent environment
- Ability to handle cash, cheque & card payments and maintain accurate financial and administrative systems
- Willingness to work flexibly (across evenings and weekends where regularly required)
About the role
As a Ticketing Assistant 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 high volumes of cash/card payments. You’ll also have a strong aptitude for acquiring systems knowledge across several platforms. The successful candidate will have a can-do attitude, be able to work on their own initiative and calmly under pressure in a customer facing role, often dealing with more than one problem at a time.
The role is integral to the Leeds Ticket Hub team within the Arts, Events & Venues service which organises, manages and delivers ticketing and CRM database services for a diverse programme of events for LCC and external partners in and around the city. Leeds Ticket Hub is the city’s cultural ticket office.
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
- 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 apply via the online application form where you will be asked to upload a copy of your CV and insert a supporting statement.
Read our guidancefor further advice. Please check your information carefully and ensure you complete all sections before submitting your application
Please note that you may not receive an immediate response as candidates will be contacted as opportunities arise over the coming months. Your application will remain under consideration and we will be in touch should an opportunity to work with us on a casual basis become available.
If you have any queries or would like an informal chat about the role please contact Ellisha Cotter Leeds Ticket Hub Team Supervisor. Email ellisha.cotter@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 £41,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.
Job Description
Job purpose
To be a part of the staffing operation of Leeds Ticket Hub and support the Team Supervisor to sell for 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
- To sell tickets for a wide range of events through telephone, email, post and in person using LCC’s CRM and ticketing platform, Tessitura.
- To sell memberships, packages and subscriptions to customers as available when purchasing their tickets.
- Provide an on-site ticketing service during event hours for sales, ticket collections and enquiries as required.
- Ensure the customer service areas are tidy and well-presented, leaflets, brochures and other relevant print are on display. (In due course that digital displays are relevant and current.)
- Prepare for incoming audiences prior to performances, ensuring that the batch ticket print is completed in a timely fashion and tickets are prepared for dispatch or collection.
- Develop and maintain a thorough knowledge of events, memberships, packages, offers and venues sold by Leeds Ticket Hub to fully understand our offering.
- Provide the best possible customer service and information service on forthcoming events in the city to LTHUB customers.
- Carry out ticket sales transactions in accordance with LCC Financial Regulations.
- Be responsible for opening and closing the Leeds Ticket Hub office and ensure the security of the office is maintained.
- Attend appropriate training sessions related to the position.
- Undertake the duties of the post in accordance with the Council’s Policies e.g. Equal Opportunities, Green Strategy, Health & Safety Legislation, etc.
PERSONAL SPECIFICATION ESSENTIAL REQUIREMENTS: It is essential that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.
Skills Required
- Ability to work in a customer facing environment in a positive and effective manner
- Ability to communicate effectively
- Ability to maintain, and an understanding of, accurate financial and administrative systems with an attention to detail
- Ability to work comfortably with numbers, including calculating totals and percentages, interpreting basic numerical information, and managing routine numerical tasks such as processing payments, checking figures, and identifying discrepancies
- Ability to work well in a team or independent environment
- Understanding of how to deal with customer enquiries
- Ability to handle cash, cheque & card payments
- Willingness to work flexibly (across evenings and weekends where regularly required)
- Ability to work to tight deadlines and remain calm, helpful and professional in challenging customer facing scenarios
Knowledge Required
- Knowledge of ticketing & CRM systems
- Knowledge and understanding of web-based technology
- Knowledge of customer service delivery
- Working knowledge of the Microsoft Office Suite (e.g. Word, Excel)
- Knowledge of GDPR and other data regulations
Experience Required
- Experience working in a ticketing or admission environment
- Experience working in a cultural institution or visitor attraction
- Experience of the cultural and visitor attraction infrastructure in Leeds
- Experience handling more than £1,000 worth of transactions per shift
- Working in a fast-paced customer service environment
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
- Willing to abide by the Council’s Equal Opportunities Policy in the duties of the post, and as an employee of the Council
- Willingness to work flexibly and co-operatively in a team as well as using own initiative
- Displays a commitment to personal development, learning and training
- Willing to carry out all duties having regard to an employee’s responsibility under the Council’s Health and Safety Policies
- 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.
PERSONAL SPECIFICATION DESIRABLE REQUIREMENTS: It is desirable that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities. Candidates are not required to meet all the Desirable requirements; however these may be used to distinguish between acceptable candidates.
Knowledge Required
- Knowledge of critical issues in the ticketing industry
Experience Required
- Experience working with Tessitura
Behavioural & other Characteristics required
- Willingness to participate in wider LAEV initiatives
- An interest in the live performances and/or visitor attraction sector
