POSITION: Box Office & Customer Service Coordinator LOCATION: Adelaide Fringe START DATE: 25th November 2024 END DATE: 23rd March 2025 REPORTS TO: Box Office & Customer Service Manager, Senior Box Office Coordinator EMPLOYMENT: 1.0FTE Full Time SALARY: $63,000 per annum (pro rata), plus 11.5% superannuation ABOUT ADELAIDE FRINGE Adelaide Fringe is an annual open-access arts festival run over four weeks and five weekends in Adelaide, South Australia during February and March. With free events, ground-breaking work, new talent, innovative thinking and original voices, we’re for everyone. 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 supports flexible and accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islanders, culturally, religiously and linguistically diverse people, young people, older people, women, and people who identify as gay, lesbian, bisexual, transgender, intersex or queer. We draw pride and strength from our diversity, remain open to new approaches and actively foster an inclusive workplace that celebrates the contribution made by all our people. BENEFITS OF WORKING AT ADELAIDE FRINGE Employee Assistance Program 2 days of Volunteer Leave for all full year and seasonal salaried staff Ongoing training opportunities Staff development days and opportunities An Adelaide Fringe Membership Flexible work environment An optional social calendar and events Study leave POSITION SUMMARY The Box Office Coordinator is one of a team of Coordinators who assist with the management of the Box Office and Customer Service teams, Information Booth volunteers, and successful bump-in and roll out of the FringeTix Box Offices across the CBD and suburban locations. The role includes staff supervision, assisting with rostering, merchandise fulfilment, implementation of WHS requirements, Fringe policies and procedures, and general logistics for the supervision of a large team. Additionally, this role will assist with the roll out of e-ticketing across the festival and support venues and artists in their implementations of the technology. Key tasks include arts administration as well as face to face, phone and online sales of tickets, vouchers, membership and merchandise, as well as collaborative leadership of all casual FringeTIX staff. The role will require a high level of collaborative and inspiring leadership, excellent customer service for Adelaide Fringe patrons as well as a positive demeanour to deliver a high standard of ticketing services to the venues and artists we serve. ORGANISATIONAL RELATIONSHIP Department: Digital, Marketing & Ticketing Supervises: Box Office & Customer Service Coordinators, Box Office & Call Centre Supervisors, FringeTIX casual staff, Adelaide Fringe volunteers. I nternal Liaisons: Fringe Director & Chief Executive, Executive Directors, Digital, Marketing & Ticketing Department, Operations Department, Finance Department, Program & Development department and other Adelaide Fringe staff as required. External Liaisons: FringeTIX Customers, Adelaide Fringe Promoters, Venues and Artists, Consultants and Contractors KEY RESPONSIBILITIES Maintain the operational day-to-day running of all aspects of FringeTIX and associated customer services, including but not limited to: Delivery, supervision and support of FringeTIX Box Offices, Call Centre, Info Booth and other FringeTIX sites. Leading the recruitment, training and support of the FringeTIX team Handling rostering, shift changes, performance monitoring, and staff liaison between the casual and senior leadership teams. Rostering, supervision and support to the Fly Squad team Offering advanced assistance to FringeTIX users, performing exchanges, refunds and other ticketing services in line with FringeTIX terms and conditions. Assisting with daily/weekly sales reporting and statistics as required. Ensuring all FringeTIX Box Office Supervisors and casual staff are well-informed about staff changes, WHS regulations, inductions, procedures, and policies. Ensuring all daily/weekly Box Office procedures and reporting are adhered to. Assisting with the implementation & monitoring of PCI compliance and WHS regulations, training and supervising FringeTIX staff in these procedures. Ensuring FringeTIX Box Office sites are adequately equipped with IT resources, end-of-day reports, emergency contacts, stock, merchandise, and Fringe guides. Conducting merchandise stocktakes and supporting the successful execution of merchandise sales and distribution Enforcing all FringeTIX ticketing policies related to exchanges, refunds and voucher sales in line with FringeTIX terms and conditions. Liaise with software developers and IT consultants in order to ensure FringeTIX outlets can operate in an optimal manner. Observing and complying with all work health and safety regulations and safe working practices, particularly at off-site FringeTIX Box Office locations. Assisting in preparing various Box Office documentation and procedures. Communicating with customers and addressing complaints to provide high-level customer service and satisfactory resolutions to Adelaide Fringe patrons. Assisting in the rollout of e-ticketing throughout the festival, providing support and troubleshooting for venues and artists using e-ticketing technologies on the Red61 FOH platform. Adhering to all work health and safety regulations and safe working practices, with a specific focus on off-site FringeTIX Box Offices. Whilst this position description summarises the purpose of the job and lists its key tasks, it is not a definitive list of all the tasks that may be undertaken. Tasks can vary at the discretion of the Manager, and a degree of flexibility is required to deliver services effectively. The employee may be asked to perform tasks not explicitly mentioned above. ESSENTIAL CRITERIA Demonstrated experience and proven ability in a Ticketing/Box Office management or supervisory role in a festival or events background Proven leadership skills including team supervision, roster management, recruitment, and task delegation. Familiarity with LPA guidelines, Data Protection and PCI compliance Effective communication skills, capable of interacting professionally and ethically with a diverse range of internal and external stakeholders and committed staff. High level of computer literacy and competency with ticketing systems, arts administration, rostering systems, outlook and Microsoft Word and Excel Excellent time management skills to handle complex tasks and competing deadlines simultaneously. Exemplary attention to detail with a track record of meticulous record keeping. Ability to manage and reconcile a large number of online, telephone and face to face sales Exceptional customer service skills demonstrated by a history of resolving customer concerns and complaints in a timely and professional manner Availability to work over a seven day, rotating roster including the Christmas & New Year period and Public Holidays as required Current Police clearance check if successful Essential flexibility and willingness to work evenings and weekends over a seven day rotating roster DESIRABLE CRITERIA Current First Aid and CPR Certificate Experience with the Red61 Ticketing System Experience with the Employment Hero rostering system or similar Experience managing or supervising a team of multiple employees Experience working in an open-access arts festival environment Possess a current Driver’s Licence (C Class) PERSONAL ATTRIBUTES Passionate, articulate and knowledgeable Innovative thinker with the ability to translate ideas into actions High level of attention to detail Self-reliant and self-motivated High level of organisational planning and problem solving skills Ability to cope with high pressure situations and competing deadlines Patient, amiable and good humoured VALUES It is required by all staff to embrace the Adelaide Fringe values: Creative Adaptive Persistent Collaborative Passionate MANIFESTO It is required by all staff to embrace the Adelaide Fringe Manifesto: 1. We believe in challenging artists to be brave and audiences to be braver. Be brave with us. 2. We believe that we can inspire audiences to take risks, be inspired and DO IT AGAIN 3. We believe in collaboration and that we can only push creative boundaries and innovate if we work together. 4. We are committed to cultural diversity, inclusivity, acceptance and continuously educating ourselves and others. 5. We believe in the cultural, social and economic force of the Fringe and the Arts. 6. We believe the Fringe is an important driver for South Australia – it drives outcomes for artists, venues, communities, businesses and the state. 7. We are committed to delivering a Fringe that offers the best possible experience to artists, venues and audiences. 8. We believe in the WOW … a festival should transform a place and can transform your mind. 9. We are committed to minimising our impact on the environment and maximising our social impact on peoples' lives. 10. We listen and we are committed to continuous improvement