Customer Experience Assistant

POSITION: Customer Experience Assistant (Fringe HQ)

LOCATION: Fringe Corner Box Office and Various Adelaide Fringe Locations

REPORTS TO: Customer Experience Coordinators

EMPLOYMENT: Casual

PAY RATE: LPA Production & Support Staff Level 2, $32.87 p/h

POSITION SUMMARY

Customer Experience Assistants are the public face of Adelaide Fringe, based at our flagship box office location in the east end, and also providing box office and front of house support at venues and activations across the city. You'll help audiences purchase tickets, get answers, and navigate the festival with confidence. Whether it's a packed night at Fringe Corner or you're scanning tickets at a quiet session in a small venue, you'll help keep things running smoothly with a calm, friendly approach.

In this role, you'll use Red61, Adelaide Fringe's ticketing system, to handle sales, exchanges and refunds. You'll also manage merchandise and materials, maintain your box office space, and help resolve issues on the spot with the support of your Supervisors and Coordinators. This is a great opportunity for someone who enjoys being in the action, solving problems quickly, and making the festival a great experience for anyone who wants to be part of it.

ORGANISATIONAL RELATIONSHIP

Department: Customer Experience (Ticketing)

Supervises: Nil

Internal Liaisons: Fringe Director & Chief Executive, Executive Leadership, Department Heads and Managers, and other Adelaide Fringe staff as required

External Liaisons: Adelaide Fringe Customers, Promoters, Venues and Artists, Consultants and Contractors

KEY RESPONSIBILITIES

Customer Support & Service Delivery

• Provide professional and welcoming in-person customer service at Adelaide Fringe Box Office locations
• Assist patrons with ticket purchases and general enquiries
• Maintain up to date knowledge of the Adelaide Fringe program, venues, show changes and promotions
• Support access-related customer enquiries and ensure audiences receive inclusive service
• Respond calmly and professionally to customer concerns or complaints

Box Office Operations

• Operate Red61 ticketing system to manage sales and transactions
• Monitor and restock printed materials, ticket wallets, merchandise and other box office supplies
• Assist with merchandise sales and stocktake when required
• Report any system or equipment issues promptly
• Maintain a clean, organised and safe box office environment
• Support venue staff and volunteers in delivering a seamless patron experience

Policy & Compliance

• Adhere to Adelaide Fringe's refund and exchange policies, voucher redemption procedures, and accessibility guidelines
• Follow Adelaide Fringe safety procedures, including WHS and LPA/PCI compliance
• Observe customer privacy and data protection protocols
• Undertake other tasks as directed by your Supervisor or the Customer Experience leadership team

ESSENTIAL / DESIRABLE CRITERIA

Education & Experience

• Experience in customer service, retail, hospitality or events
• Familiarity with sales transactions and basic troubleshooting
• Desirable: Experience using a ticketing system such as Red61
• Desirable: Experience in arts festivals or public events
• Desirable: First Aid and/or CPR certification

Soft Skills & Personal Attributes

• Friendly, calm and confident in high-pressure situations
• Strong communication and problem-solving skills
• Reliable, punctual and team-oriented
• Takes initiative and maintains a positive attitude
• Comfortable learning new systems quickly

KEY COMPETENCIES

• Face to face customer service
• Transaction and sales processing
• Problem solving and adaptability
• Clear communication and teamwork

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 people's lives.

10. We listen and we are committed to continuous improvement.