Customer Service Supervisors

We are looking for a dedicated professional with proven leadership skills and a passion for exceptional customer service to join our Ticketing & Membership Services team. In this pivotal role, alongside two other Customer Service Supervisors, you will provide essential support to the Head of Ticketing & Membership Services, overseeing daily operations, driving sales excellence, and managing team performance. Beyond administrative and supervisory duties, you will step up as a Duty Manager for various performances throughout our Festival and Autumn seasons, taking responsibility for the smooth operational running of the front-of-house teams, and to ensure safety standards are met and offer an exemplary experience for our audiences. Additional responsibility payment is provided for Duty Manager shifts. Operating on a 5-out-of-7-day shift pattern-inclusive of regular evening and weekend hours-this role is central to our operational success. The successful candidate will play a pivotal part in supporting the team and ensuring a world-class experience for our audience. Key Tasks and Responsibilities

• Maximising Revenue: Promote a target-driven approach within the ticketing team to maximise income through active selling, effective revenue management, and identifying new processes and team efficiencies.
• Financial Control: Ensure all financial transactions strictly comply with departmental policies and procedures.
• Systems Support: Provide day-to-day, first-line technical support for Tessitura CRM and the telephone system for the Ticketing & Membership Services team.
• Technological Development: Research and introduce new processes to ensure the department utilises technological developments to their full potential.
• Project Collaboration: Work with the Head of Ticketing & Membership Services and external agencies to develop and deliver new and existing projects.
• Staff Training: Train and develop the Ticketing & Membership Services team to ensure all procedures are carried out efficiently and to agreed standards.
• Customer Service: Lead the team and deliver outstanding levels of customer service and assist with resolving escalated customer feedback.
• Compliance & Policy: Contribute to the development of ticketing policies and procedures, ensuring full compliance with GDPR to support the commercial requirements of the organisation.
• Duty Supervision: Share the role of Duty Supervisor, taking responsibility for the day-to-day organisation of the department and managing team goals effectively.
• Operational Assistance: Work alongside Customer Service Coordinators, carrying out day-to-day ticketing and membership tasks as required.
• Performance Duty Supervisor: Manage a number performances, responsible for pre-performance set up and front desk on performance days
• Performance Duty Management: Duty manage a number of performances across the Festival and Autumn seasons. Manage the Front of House teams & operations (additional responsibility pay is provided for these shifts).
  
  Previous experience in a managerial or supervisory role, ideally in customer service, hospitality, events, or the arts.
• Exceptional leadership and communication skills, with a focus on motivating and engaging teams.
• Experience of database systems and their potential
• Awareness of technological developments (database/web/phone systems)
• The ability to problem solve effectively
• Excellent prioritisation and time management skills coupled with the ability to work calmly under pressure and to tight deadlines, in high pressure situations
• Excellent attention to detail
• Strong multi-channel communication skills
• Project management experience
• Goal driven approach to work
• Must have proven event management experience in a fast paced, demanding environment, organising and delivering large scale and complex events
• Highly organised and motivated with an ability to work independently.
• Proven experience of proactively identifying challenges before they become problems and reactively solving issues that arise during an event
• Flexibility to work varied hours, including evenings, weekends, to accommodate the demands of the business.
DESIRABLE
• Experience of working in a live theatre environment
• A knowledge or interest in Opera or classical music
• Tessitura or CRM experience
Special Requirements
• Flexibility of working hours to suit the seven-day nature of the Ticketing & Membership Services Department operation
  
  The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.
  
  The contractual hours of work are 35 per week, worked over 7 variable days between Monday - Sunday, 8:00am to 11:00pm.
Salary and Benefits We can offer a salary of up to £31,600 per annum. We offer 33 days (6.6 weeks) of holiday, inclusive of bank holidays, per annum. We can offer a beautiful working environment, and the chance to see world-class opera. For those without their own transport we have a free minibus service to and from Lewes railway station. We also offer:
• Subsidised dining at our onsite restaurants
• Discount at the Glyndebourne shop
• Staff events
• Corporate Gym memberships
• Free Pilates and Zumba classes
• Free tea and coffee
• Free on-site parking
• An onsite Physiotherapist
• Cost price electric car charging
• Cycle to Work scheme
• Long service awards
• Discount at various highstreet retailers through the Glyndebourne benefits hub