Manager, Ticketing Services

The Manager, Ticketing Services leads the delivery of extraordinary customer service across the Customer Contact Centre, Box Office and Ticketing Administrative functions at Arts Centre Melbourne. This role oversees operational performance and day-to-day activity, acting as a main point of contact for problem solving and decision making. This role works collaboratively with internal stakeholders to ensure system upgrades and enhancements are implemented successfully with minimal customer impact. Leading a high-performing team through effective coaching and development is a key focus of this role, along with analysing data and customer feedback to drive initiatives aimed at enhancing the overall ticketing service experience.

Full Time ongoing position. Band 4.2 $106,743.52 plus superannuation.

• Extensive (5+ years) experience in people management and the management of ticketing sales and services in a fast-paced and dynamic environment
• Superior customer service skills with a customer-first mindset and previous experience in managing escalations and conflict resolution
• Demonstrated experience in leading, coaching and developing a diverse team, with an inclusive leadership approach
• Demonstrated experience using customer data and insights to achieve exceptional customer service outcomes and drive a continuous improvement philosophy
• Experience using CRMs, Ticketing and Contact Centre technology, operating systems and applications is essential for this role

The Ticketing Services team sits within the Destination and Audience pillar, which is responsible for providing consistent and outstanding service across all customer touchpoints.

Arts Centre Melbourne acknowledges the Traditional Owners and Custodians of the land on which we gather, the Wurundjeri Woi-wurrung. We also acknowledge the neighbouring Kulin Nation groups, the Boonwurrung and Bunurong people, and pay our respects to elders, past and present.

Beneath our iconic Spire, in Hamer Hall and at the Sidney Myer Music Bowl, we showcase the best of Australian and international performing arts.

Together with our own program of performances, events and activities we offer a diversity of audiences a distinctly multidimensional approach to participation, education and entertainment.

We are now focused on Reimagining Arts Centre Melbourne as part of the Victorian Government's commitment to transforming the Melbourne Arts Precinct into a thriving, connected creative and civic space over the coming years.

For a glimpse into working at Arts Centre Melbourne click here.

Enjoy Team Member Benefits

As a valued member of our ensemble, you will enjoy:

• Flexible hybrid work arrangements available
• Complimentary tickets
• Discounts at food & beverage outlets
• Discounted commuter benefits and onsite parking
• Access to wellbeing activities and learning and development programs
• Free access to Employee Assistance Programs which includes specific support to our First Nations team members via their I-CARE program and providing specific counsellors for members of the LGBTQIA+ community and People of Colour.

Apply Now

Arts Centre Melbourne welcomes applications from Aboriginal and Torres Strait Islander people, people from diverse cultural backgrounds, Disabled and Deaf people, members of the LGBTQIA+ community and people of all ages.

We seek to provide workplace adjustments at all relevant stages of the recruitment process such as alternative formats or other access supports. You can specify in the application form if you require any adjustments or please ask us at any stage. If you need to contact us about making workplace adjustments during the recruitment process, please send an email to [emailprotected]

Please submit your resume together with a cover letter by 11:55pm, Tuesday 16th September.

Early applications are encouraged as applications will be reviewed as they are received, and suitable candidates may be invited to attend an interview prior to the closing date.

Employment at Arts Centre Melbourne is conditional upon the satisfactory completion of a National Police Check.

Applications are open to those with full working rights in Australia. Arts Centre Melbourne is an Equal Employment Opportunity Employer.

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