Description
We are currently looking for a proactive and inspiring Ticketing Duty Manager, to join our Ticketing team on a permanent, 32 hours per week basis. Salary: £42,592 per annum (pro rata £34,073.60)
As Ticketing Duty Manager, you'll play a vital role in the Visitor Experience and Ticketing team, ensuring smooth daily operations and a warm, inclusive welcome for all. This is a hands-on leadership role at the heart of our visitor journey.
You'll oversee ticketing and membership operations across our site, providing frontline leadership and supporting the Visitor Assistant team in delivering an exceptional standard of service. With a visible presence across foyers, the Members' Lounge, and auditoriums, you'll be a key point of contact for both visitors and staff, resolving issues confidently and efficiently. Working closely with fellow Duty Managers, you'll ensure events run seamlessly and that every visitor receives the high-quality experience Southbank Centre is known for.
Key Responsibilities
This role requires a confident communicator, team leader, and operational problem-solver with a commercial mindset.
- Deliver and maintain exceptional customer service and team performance
- Plan for events and ensure accurate staffing, briefings, and support
- Manage ticket desks and troubleshoot visitor and ticketing issues
- Support training, systems management, and process improvement
- Promote access, inclusion, and wellbeing across the team
What We're Looking For
You're a ticketing professional who thrives in a busy, public-facing environment and brings both people skills and operational expertise.
- Experience managing ticketing or customer service operations (Tessitura knowledge a plus)
- A skilled and experienced people manager
- Effective organisational skills and ability to remain calm under pressure
- A commercial outlook, confident in setting goals and encouraging sales
- A clear commitment to diversity, inclusion, and accessible visitor experiences
- A strong interest in and knowledge of the arts
- Experience managing a customer focused, commercial Ticket Office, providing a high standard of service and resolving issues effectively.
- Experience managing ticketing systems and customer contact software
- Able to demonstrate a high standard of customer service skills including the ability to assist all visitors in a helpful, friendly, courteous and confident manner
- A skilled and inclusive communicator who assists all visitors in a helpful manner, and is confident resolving challenging issues
- A skilled and experienced people manager
- Has a commercial eye and can confidently sell Southbank Centre's tickets and memberships
- A well presented and energetic person who uses a flexible approach to provide the best service. You should be confident and calm under pressure and able to independently solve problems
- Strong organisational skills with excellent attention to detail
- A team player who works in a supportive and collaborative manner
- Maintain a visible presence across foyers, the Members' Lounge, and auditoriums, engaging with audiences, resolving issues and ensuring consistently high standards are achieved
- Manage and support the team to deliver a welcoming, efficient, knowledgeable experience
- Manage, develop and coach the team by monitoring absence, setting objectives, deadlines and encouraging personal development
- Actively engage with Southbank Centre's arts and events programme, message, brand and tone of voice. Ensure a consistent approach across all channels
- Ensure the smooth delivery of Membership sales and setup
- Lead on planning events, preparing staffing, briefings and operations
- Work with the Staff Operations Manager to ensure staffing resources are accurately aligned within the operational needs of the department, taking into account demand, trends and forecasts
- Work closely with the Visitor Experience Duty Manager, supporting them in all aspects of event delivery, safety, emergency
Please ensure to submit an application on our Careers page, as applications received via email won't be considered.