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Ticketing Customer Service Manager

All venues

Applications close at: Jan 30 2022

The Role: 

Marriner Group is seeking to engage an enthusiastic and competent Ticketing Customer Service Manager to join the Ticketing Services team. You will be responsible for delivering exemplary customer service standards for four of Australia’s major live performance venues; Regent Theatre, Princess Theatre, Comedy Theatre and Forum Melbourne. 

This role will be responsible for the establishment and management of a new fully integrated Customer Service Hub for Marriner Group, which will provide the highest level of service to our customers both during the ticket purchase process, in the lead up to their show and after they attend our venues. 

Duties and Responsibilities include:

 Customer Service:

  • Ensuring high quality customer service via phone, email and face to face via Zendesk system
  • Management of all accessibility bookings and enquiries for all Marriner Group venues
  • Establishment and ongoing management of various VIP programs for Concierge Bookings, Travel Bookings and VIP guests.
  • Management of the processing of various internal and external paid and complimentary ticket requests and orders
  • Meeting and exceeding KPI’s for calls and email response times
  • Management of escalation processes

Staff Management:

  • Management of casual customer service officers
  • Relationship management of ticketing service provider’s call centre and customer service centre

General Duties:

  • Liaising between all relevant departments to ensure best possible outcomes for our customers
  • Evening and weekend work occasionally
  • Any other duties as required

Experience:

  • Relevant experience in a similar role with a good understanding of theatre and live music ticketing practices
  • Ability to operate and understand ticket system functionalities

If you feel you match the above criteria, have a keen interest in delivering the best possible experiences for our customers and enjoy a varied role where no two days are the same, we would love to hear from you.

To apply, please send your resume and a cover letter to ticketing@marrinergroup.com.au. Only successful applicants will be contacted.