Ticketing and Audience Insight Officer

Landmark Theatres Ltd

  • Barnstaple, Devon
  • £14,000 per year
  • Permanent
  • Full-time
  • 29 days ago
Overview: The Ticketing and Audience Insight Officer plays a vital role in delivering exceptional customer service and supporting ticketing operations across all venues. This position is responsible for assisting with box office duties, maintaining the ticketing system, supporting sales and audience data reporting, and contributing to a smooth and inclusive customer experience. Working closely with the Ticketing and Audience Insight Manager, the officer also helps manage casual box office rotas and ensures adequate staffing levels. This role suits someone who is organised, data-literate, and passionate about live performance and audience engagement.The role is subject to a 6-month probation period to ensure the successful candidate is suitably supported to carry out their duties. For this role we would require a 1 month notice period.Key ResponsibilitiesTicketing Operations
  • Assist with the day-to-day operation of the ticketing system and box office, ensuring smooth processes and accurate event setup.
  • Maintain and update ticketing information across platforms, including show schedules, pricing, and availability.
  • Monitor ticket sales and flag discrepancies or trends to the Ticketing and Audience Insight Manager.
  • Provide first-line customer support via phone, email, and in person, ensuring all enquiries are handled efficiently and warmly.
  • Manage ticket cancellations, exchanges, and adjustments in accordance with box office policies.
  • Prepare guest and audience lists, and scan tickets at performances as required.
  • Coordinate with internal teams to ensure ticketing requirements for productions, visiting companies, and special events are met.
  • Assist with the creation and maintenance of rotas for casual Box Office Assistants and ensure adequate staffing levels across all venues.
Customer Service & Front Desk
  • Welcome visitors to the building and act as the first point of contact during daytime hours.
  • Answer telephone calls, manage deliveries, and direct queries appropriately.
  • Provide accessible, up-to-date information about performances, access services, and venue facilities.
  • Promote events, initiatives, and membership schemes to visitors.
Sales & Income Management
  • Operate the Box Office POS system to process ticket and merchandise sales.
  • Support the administration of group bookings, invoicing, and third-party ticket allocations.
  • Maintain accurate financial records, reconcile sales, and support reporting for Finance.
  • Manage and report on merchandise and programme sales, stock levels, and storage.
Systems Support
  • Assist in maintaining and updating the ticketing system (e.g. Spektrix), including user permissions and event builds.
  • Collaborate with the Digital and Marketing teams to ensure smooth online booking journeys and brand consistency.
  • Report technical issues and assist with system testing during updates or maintenance periods.
Audience Insights & Reporting
  • Collect and organise audience and sales data for reporting purposes.
  • Support the creation of dashboards and reports that identify trends in customer behaviour, sales patterns, and audience demographics.
  • Assist in providing insights to the Marketing and Programming teams to improve engagement strategies.
Access & Inclusion
  • Support the delivery of inclusive ticketing and booking processes in line with the Equality Act 2010.
  • Promote the organisation’s access services to all audiences and ensure customers’ access needs are met wherever possible.
  • Champion a welcoming, accessible experience for all patrons.
Box Office Presentation & Venue Coordination
  • Ensure the box office area is clean, well-stocked with current promotional material, and presentable at all times.
  • Open and close the building as required, including keyholder responsibilities.
  • Support visiting companies, artists, and producers with enquiries and operational needs.
General Duties
  • Attend training sessions including First Aid, Fire Warden, or other mandatory operational training.
  • Adhere to all health and safety, safeguarding, and organisational procedures.
  • Provide administrative support to the wider Sales, Marketing and Communications team as required.
Person SpecificationEssential
  • Interest in working in the arts, cultural, or live events sector.
  • Excellent communication and interpersonal skills.
  • Organised and detail-oriented, with the ability to manage multiple tasks in a dynamic environment.
  • Confidence using IT systems, including Excel, databases, and cloud-based workspaces.
  • A collaborative and proactive approach to working with others.
  • A strong customer service ethos with experience in a customer-facing role.
  • Willingness to learn ticketing & marketing systems such as Spektrix & Dot Digital.
  • A commitment to equity, diversity, and inclusion in the workplace and audience experience.
Desirable
  • Previous experience working in a box office or ticketing environment.
  • Familiarity with CRM and data analysis tools.
  • Understanding of dynamic pricing and audience segmentation.
  • Knowledge of the theatre, arts or event ticketing industry.
  • Experience supporting accessible events and working with customers with access requirements.
Additional InformationThis role involves some evening and weekend work as part of our performance schedule. The Primary location for this role will be Queen’s Theatre, Barnstaple and Landmark Theatre, Ilfracombe; however, responsibilities extend to all our venues and from time to time, we may request you to visit and work from our other venues across the country.The job description for this position may be reviewed and amended to incorporate the future needs of the department and organisation. This job description is intended as a guide to the nature of the work required of this position. It is neither wholly comprehensive nor restrictive and is subject to review.Landmark Theatres Ltd is committed to being a diverse and inclusive organisation and we are keen to make our workforce more representative of different backgrounds and experiences of the communities we serve. We work to remove barriers and pride ourselves on giving opportunities to people of all walks of like and all class backgrounds. We welcome applications from people who are under-represented in our organisation and/or arts organisations in general.Landmark Theatres Ltd is committed to safeguarding the welfare of participants and partners. Applicants will be asked about any previous convictions, cautions, and reprimands, including those that are considered ‘spent’ as defined by the Rehabilitation Offenders Act 1974 (Exceptions) Order 1975 (Amended 2013). The successful candidate must be willing to undergo an enhanced Disclosure and Barring Service check (at Landmark’s expense) if a job offer is made subject to this being obtained.

Landmark Theatres Ltd