Orchard Theatre Dartford

Having opened in the 1980s, the Orchard Theatre in Dartford has gone on to establish itself as one of South East’s leading live entertainment venues with an eclectic programme of top-quality musicals, drama, comedy, dance, family shows, one-night events, and pantomime.

About This Role:

• To manage all administrative ticketing processes to ensure performances are correctly on sale including where necessary liaising with in-house ticketing teams, producers, event promoters, hirers, schools and external agencies.
• Monitoring and appropriate management of sales, audience figures, agency allocations and all aspects of ticketing management.
• To motivate, train, supervise and the line management of venue-based ticketing staff, and to ensure the venue Ticket Office is adequately staffed in-line with business needs.
• Excellent customer service standards and proficiency in company processes and in the use of the computerised ticketing system amongst all Ticket Office staff; rolling out company-wide initiatives and training as appropriate.
• To ensure the ticketing team are kept up to date with changes to policies, procedures and show-related information through briefings and regular meetings.
• To ensure that the department operates at all times in line with key legislation, including PCI compliance, GDPR and other regulatory frameworks.
• To manage and delegate where appropriate all ticket requests from general enquiries for theatre performances and hospitality, visiting company seating, charity requests, promotions and the administration of ticketing aspects of the membership scheme.
• To maximise sales revenues through the efficient and effective sale of tickets and through the upselling of; memberships, events and other items as required.
• In liaison with colleagues, to take responsibility for the effective management of the ticketing database and to undertake routine housekeeping of the ticketing system to ensure data hygiene.
• To act as the Duty Manager for performances, managing the Customer Experience Team, always ensuring excellent service standards.
• Support of the Stage Door area ensuring the security of backstage and administrative areas including, but not limited to, monitoring of all people entering/leaving the building, and the maintenance of signing-in and signing-out records including the issuing of wristbands and lanyards to visitors and visiting companies where appropriate.
• Monitoring of CCTV, fire and intruder alarms.
• Management within agreed procedures of the Theatre’s car parking spaces.
• Management of the issue and return of Theatre keys and radios.
• Dress in accordance with Company uniform policy and wear protective clothing as issued, if applicable.
• Attend and if required, note taking in meetings.
• Undertake any relevant training and development that may be required and keep abreast of developments in their field of expertise.
• Collaborate with central teams and TE businesses as needed.

About You:

• Literacy and computer literacy appropriate to the requirements of the post, to include a strong awareness of Excel and ticketing systems.
• High level communication skills along with an excellent manner when dealing with the public, Orchard Theatre staff and industry colleagues. Strong customer service skills are essential.
• Be able to confidently manage a small team to ensure that all targets and requirements set by the Customer Experience Manager/Theatre Director are met in a timely and professional manner.
• An ability to be flexible to business needs.
• The ability to work calmly and effectively under pressure.
• Demonstrate enthusiasm for live theatre and entertainment.
• An organised, outgoing and professional attitude.
• Understanding of Health and Safety
• Ability to work alone

about trafalgar entertainment 

Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a premium international live entertainment business focused on new productions, venue ownership, Performing Arts education, theatre ticketing, the distribution of live-streaming innovative content and the provision of great theatres where people can come together to share in the experience of live entertainment. TE is home to Trafalgar Theatres, The Chiswick Cinema, Trafalgar Theatre Productions, Trafalgar Releasing, Trafalgar Tickets, Stagecoach Performing Arts, Drama Kids/Helen O’Grady Drama Academy, ticketing company London Theatre Direct, Stagedoor, Jonathan Church Theatre Productions, and Imagine Theatre.

Trafalgar Theatres is the venue-operating division of Trafalgar Entertainment (TE). We currently operate 21 venues; including the Trafalgar Theatre in London’s West End and the Theatre Royal in Sydney. We’re growing fast, we’re confident in what we do, and we’re ambitious about the future. There’s never been a better time to get onboard.

We are passionate about entertainment, audiences, and the live experience and we value Creativity, Collaboration, Excellence and Respect.

For You

⭐Discounted theatre tickets

⭐Training and development plans

⭐Hundreds of savings across retailers with TE&ME 

⭐Flexible hours

⭐Access to mental health resources

⭐And much more...

Eligibility criteria applies

KEY INFORMATION

Position Title	Deputy Customer Experience Manager
Location	Orchard Theatre / Orchard West
Contract	Fixed Term Contract
Hours	30hrs/week - 5 days from 7 including Evenings, Weekends & Bank Holidays
Annual Leave	33 Days (pro rata) inclusive of Bank Holidays
Salary	£23,000-£25,000
Job Description	Download a full Job Description

Details
£23,000.00 - £25,000.00 per year
Location: Dartford, DA1 1BX, GB