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Ticketing Services Supervisor

Job Description

Job Title: Ticketing Services Supervisor

Reports to: CRM & Ticketing Manager 

Location of Job: Sydney, Gadigal Country

Appointment type: Permanent full-time, Permanent part-time 0.8 or Casual considered (The role will require some evening and weekend hours) 

Musica Viva Australia’s Purpose

Musica Viva Australia exists to make music feel extraordinary, for everyone.

Musica Viva Australia’s Mission

To enrich communities across Australia by making live chamber music accessible to everyone.

Musica Viva Australia’s Vision

An Australia where chamber music thrives and where people of all ages, cultures and communities have access to, and learn to appreciate, the vital role of music in building a stronger, more creative world.  

Purpose of position

The key focus of the role is customer service, best practice use of the Tessitura system, and managing the Box Office. The role involves working across the business (Concerts, Education, and Emerging Artists) and supporting teams (Marketing, Development, and State teams). This includes, but is not limited to, assisting with event builds, education bookings and invoicing, call centre bookings, and supporting the relevant campaigns.

Reporting/working relationships 

The position reports to the CRM and Ticketing Manager within the Marketing Department. The role works closely with other marketing staff, as well as Finance, Development, Education, and interstate teams, to ensure optimal customer satisfaction with Musica Viva Australia. The role also plans for the need for seasonal staff and supervises casual Box Office staff in consultation with the CRM and Ticketing Manager. 

Responsibilities:

  • Deliver the highest possible level of customer service to all MVA audiences (subscribers and general audiences) via phone or online sales.

  • Ensure the smooth and efficient operation of the Box Office, with concert tickets and school bookings issued accurately and in a timely manner.

  • Act as the first point of contact for internal teams, answering queries and troubleshooting ticket build issues received through all communication channels.

  • Provide support to the CRM & Ticketing Manager and Database Administrator by checking and setting up event builds, creating special offers, monitoring onsales, and tracking inventory across ticketing channels.

  • Work within established procedures in a time-pressured, deadline-driven environment while championing innovation and the use of technology to achieve an integrated customer-centric experience.

  • Deliver outbound telemarketing in partnership with MVA’s Marketing and Development teams.

  • Liaise with third-party venues and agencies to ensure MVA tickets are sold via these third parties. Monitor and manage ticketing allocations with third parties to maximise MVA audiences and sales.

  • Support the CRM and Ticketing Manager in providing regular reports on single ticket and subscription sales as required.

  • Assist the CRM and Ticketing Manager in managing seasonal casual staff and any volunteers.

Organisational Responsibilities: 

  • Maintain healthy working relationships with volunteers and other staff members.

  • Attend meetings as required.

  • Contribute to regular and ongoing quality improvement and funder-required accreditation activities.

  • Participate in professional and performance development activities, staying up-to-date with current knowledge and skills relevant to the position.

  • Take reasonable care for your own health and safety, as well as for the health and safety of others who may be affected by your actions or omissions in the workplace.

  • Hold a valid Working with Children Check. MVA will cover the cost of obtaining or renewing the check.

  • Where reasonably and lawfully required, be fully vaccinated against COVID-19, including staying up to date with any recommended booster shots.

  • Maintain the highest ethical standards, confidentiality, and cultural awareness when dealing with others.

  • Adhere to workplace policies, procedures, and systems, as amended from time to time, particularly those addressing workplace health and safety, anti-discrimination, bullying and harassment, and privacy.

  • Contribute to the overall well-being of the organisation and avoid participation in any activity that might be harmful to the good operation, health, or reputation of the organisation.

  • In addition to the duties outlined above, the position holder is also required to perform other duties as directed, provided these are within their competency or training.

Knowledge, Skills, Qualifications & Abilities: 

  • A minimum of three years’ experience with Tessitura and/or other ticketing systems.

  • High level of attention to detail in a time-pressured environment.

  • Demonstrated commitment and ability to deliver a high level of customer service with a proactive approach to problem-solving and conflict resolution.

  • Understanding of best-practice ticketing principles across a range of platforms, with the ability to learn and apply new approaches to achieve desired outcomes.

  • Demonstrated accuracy in all written and data entry tasks, and in the use of business systems, processes, and applications.

  • Ability to balance time-sensitive demands of internal and external stakeholders.

  • Experience in developing subscription procedures and practices.

  • Availability and willingness to attend events outside normal work hours from time to time. 

Download the Job Description here.

To apply: 

Send your resume and a letter (maximum 2 pages) introducing yourself and addressing the position requirements detailed above to jobs@musicaviva.com.au.  

Note: In the subject of the email add the following code TSS24 and your full name. Applications not including this code may not be correctly processed. 

Inquiries regarding the role can be made by contacting Sabrina Govic CRM & Ticketing Manager sgovic@musicaviva.com.au or Jennifer McCleary People & Culture Manager by email jmccleary@musicaviva.com.au 

Musica Viva Australia is a family friendly and flexible employer committed to equity and inclusion. We welcome and encourage applications from First Nations people, people who identify as having disability, people who identify as LGBTIQA+, and people from culturally and linguistically diverse backgrounds. 

If at any stage of the process you require any adjustments due to disability or having access needs, please let us know. 

Applications Close: Monday 9 September 2024