Customer Experience Supervisor

POSITION: Customer Experience Supervisor

LOCATION: Adelaide Fringe HQ, Call Centre and Various Locations as needed

REPORTS TO: Customer Experience Coordinators

EMPLOYMENT: Casual

PAY RATE: LPA Production & Support Staff Level 6, $37.35 p/h

POSITION SUMMARY

Customer Experience Supervisors help deliver the daily operations of Adelaide Fringe's customer service sites, including box offices, call centre, information hubs, and signature project. Working under the direction of the Coordinator and Senior Coordinator teams, you'll provide shift-based leadership to casual staff and volunteers, ensuring strong service, clear communication, and smooth day to day delivery.

This role is perfect for someone who thrives in a fast-paced environment, knows how to lead by example, and can think on their feet when the unexpected happens. You'll make sure staff have the information and support the need to deliver great service. You will work closely with Coordinators and Senior Leadership to ensure each location runs smoothly and stays festival ready.

ORGANISATIONAL RELATIONSHIP

Department: Customer Experience (Ticketing)

Supervises: Customer Experience Assistant, Adelaide Fringe Volunteers

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

Leadership & Daily Supervision

• Supervise Customer Experience Assistants and volunteers across customer-facing sites
• Deliver shift briefings, assign tasks and monitor performance throughout each shift
• Act as first point of contact for escalated customer issues, providing professional and timely resolution
• Support a friendly, hardworking team environment that reflects Adelaide Fringe's values

Operational Delivery

• Oversee daily operations at assigned locations, ensuring staff, equipment and materials are in place
• Assist with ticket sales, exchanges and merchandise transactions using Red61 as needed
• Maintain stock levels of guides, ticket stock, merchandise and other supplies
• Complete shift reports, incident logs, and merchandise stocktakes
• Liaise with Coordinators and Senior staff to report issues, request updates or flag concerns

Policy & Compliance

• Ensure staff follow Adelaide Fringe's ticketing policies including refunds, exchanges and voucher redemptions
• Support accessibility and inclusive service standards across all shifts
• Adhere to WHS and PCI compliance policies and report any safety or technical issues promptly
• Promote respectful workplace behaviour and inclusive service delivery at all times

ESSENTIAL / DESIRABLE CRITERIA

Education & Experience

• Experience in supervising teams in box office, call centre, retail or similar environments
• Experience working in customer-facing roles within festivals, events or arts organisations
• Familiarity with Red61 or equivalent ticketing systems
• Desirable: First Aid and/or CPR certification

Soft Skills & Personal Attributes

• Clear communicator and confident team leaser
• Calm under pressure with strong problem-solving skills
• Professional, inclusive and approachable
• Adaptable, organised and responsive to changing needs
• Passionate about the customer experience and Adelaide Fringe

KEY COMPETENCIES

• Team supervision and leadership
• Customer service and complaint handling
• Ticketing systems and sales operations
• Shift coordination and incident reporting

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.