Box Office Manager
TRICYCLE THEATRE
Background information
In May 2012 Indhu Rubasingham took her position as Artistic Director of the Tricycle. Her
vision for the theatre led to a new mission:
The Tricycle views the world through a variety of lenses, bringing unheard voices into the
mainstream. It presents high-quality and innovative work, which provokes debate and
emotionally engages. Located in Brent, the most diverse borough in London, the Tricycle is
a local venue with an international vision.
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The Tricycle is located on the busy and vibrant Kilburn High Road. It currently comprises a
235 seat theatre, a 300 seat cinema and three further workshop spaces. We aim to
produce and present an ambitious range of new work that explores new territories, that
develops and nurtures emerging creative talent, that speaks to and challenges a young
diverse audience, and that enhances our intercultural understanding and collaboration.
Indhu’s inaugural season included Paper Dolls by Philip Himberg, in association with
Sundance Institute, a new play with music about an extraordinary collision of cultures in
Tel Aviv. This followed the multi-award-winning Red Velvet by Lolita Chakrabarti which
played to 98% audiences, 48% of whom had never been to the Tricycle before. Red Velvet
will transfer to St Ann’s Warehouse in New York early in spring 2014.
This past year has seen the start of an exciting new journey for the Tricycle. In January
2013 Arts Council England pledged £3.1 million towards the upgrade of the theatre and its
facilities, which will enable all our communities –local, artistic and international – to
engage with the building and its work. Our ambition for the project is for the Tricycle to
become a cultural beacon, with a flexible and accessible theatre auditorium, a new
creative space dedicated to active learning, and with an increased presence on Kilburn
High Road.
The Role
Main Purpose of the job:
Lead the Box Office team maximising income and providing
the best customer service. Responsible for the smooth and
efficient running of the Tricycle Box Office on a day-to-day
basis whilst maintaining a long term strategic approach.
Responsible to:
Commercial Operations Manager, Marketing Director,
Executive Producer
Responsible for:
Box Office Assistant Manager, Box Office Supervisor, Box
Office Assistants
The Box Office team comprises the Box Office Manager, the Assistant Box Office Manager,
two Box Office Supervisors and a pool of approximately ten Box Office Assistants.
The Box Office Manager is responsible to the Commercial Operations Manager for
operational matters and to the Marketing Director for marketing matters.
They in turn are responsible to the Executive Team. Operational links are also maintained
with the Finance Department, Creative Learning Department, Development Department
and the House Managers.
The Box Office Manager is responsible for the smooth and efficient running of the Box
Office on a day-to-day & long term basis. The Tricycle uses the Spektrix ticketing system.
The Box Office Manager is the lead officer for the programming & efficient functioning of
Spektirx.
Hours of work will normally be 45 hours per week on a shifting rota over five days
a week.
Key Responsibilities:
 To sell tickets and take bookings for all Tricycle events in person, by post, by
telephone, fax, and on the website, following the agreed procedures, and to actively
sell merchandise.
 To programme the ticketing system with all relevant shows and ticket sales
information, sales reports, enable interaction with social media and schedule on sale
dates within the time scales agreed.
 To liaise with Spektrix on the day to day working of the systems ensuring that any
technical problems are rectified as quickly as possible and in the most cost-effective
manner. Equipment faults are similarly to be dealt with in a timely manner, usually
through the Tricycle’s IT support.
 To liaise with YESPAY and the Finance Department on the daily Credit/Debit Card sales
and to investigate and resolve any problems arising out of the transactions.
 To invoice schools, organisations, and individuals as required and to ensure payment is
received within an appropriate time scale.
 To work closely with the Marketing Director to set pricing, create intelligent offers and
produce concise and informative programming information which can be easily
understood by the Sales team and the audience.
 To ensure an adequate supply of tickets and to order supplies as necessary with
reference to the Marketing &/or Development Director regarding sponsors’
advertising, and any other stationery required. And to laise with the Development
Department regarding sponsorship for paper tickets and print at home tickets.
 To produce the relevant reports on events as requested by the management (usually
the Executive Team), film distributors, visiting companies etc and produce bespoke
reports as required.
 To create customer segmentations and reports for all Departments as required, using
a strategic approach to ensure the most effective time management and most
effective use of data.
 To work closely with the Executive Producer and Marketing Director to agree on
financial targets and continually monitor these targets.
 To provide weekly reports to show gross sales, take up of offers, customer
demographic and booking behaviour and other analytical data of note.
 To regularly attend Spektrix user days, analyse new features in Spektrix and how best
these can be used to maximise income, increase attendance and improve the booking
process for our customers.
 To work closely with Creative Learning to improve the schools booking process.
 To work closely with the Production team to set up access performances and reassess
access booking procedures on a regular basis to ensure that we are up to date and in
line with other organisations.
 To work closely with the Development Department to ensure that the Spektrix
Fundraising module is being used effectively.
 To monitor all departments use of the Spektrix system and ensure that it is being used
in the best manner.
 Attend weekly staff meetings.
 Monitor the phone system, making sure the recorded information is up-to-date and
report any issues to the Commercial Operations Manager.
 To liaise with the Finance Department to produce reports and monitor systems etc as
required.
 To liaise with the Executive Producer regarding all matters relating to Compliance
(specifically ensuring adherence to the Data Protection Act and Payment Card Industry
compliance).
 To work with internal staff, website designers, the bank and other outside agencies as
necessary to support on-line sales booking systems.
 Together with the Commercial Operations Manager select and appoint the Assistant
Box Office Manager, Supervisors and Box Office Assistants, and thereafter be
responsible for the training, monitoring & discipline of the Box Office staff.
 To maintain a rota of Box Office Staff to cover all the hours that the Box Office is open,
with due regard to busy periods, the budget available etc, and to ensure that clear
records are kept for wages purposes.
 To train and supervise the Box Office team in the booking procedures, ensuring that
they maintain accurate cashing up, credit card reconciliations and the pulling of daily
sales reports and that they are constantly representing the Tricycle to the highest
standard.
 To ensure that reservations, group bookings, and merchandise sales are processed
efficiently and that all monies are received within the time scales laid down.
 To handle efficiently all dealings with Ticketweb, the Half Price Ticket Booth,
Lastminute.com, Theatre Tokens, Audiences London, and any other third party agency
etc, and liaise with the Finance Department as necessary to ensure that all payments
are received and reconciled.
 To ensure liaison with visiting companies regarding advance bookings, throughout the
run and keep stringent records regarding any contra bookings.
 To receive and process merchandise sales on the Spektrix system.
 To keep the Box Office Manuals up-to-date and to formulate and maintain Box Office
administrative systems and ensure that they are adhered to by all staff. The
management or Auditor, as appropriate, must approve any changes to the current
systems.
 To answer queries in person and on the telephone and deal with problems and
complaints in the first instance.
 To act as a receptionist when serving at the Box Office counter, receiving deliveries,
visitors and customers.
 To keep up-to-date regarding shows and events at the Tricycle and to communicate
that knowledge to the general public, staff and visiting companies.
 To immediately inform the person responsible of any malfunction of the telephone
system, fax, internet, etc. The Spektrix ticketing system is accessed via the internet and
so the Box Office Manager should be able to troubleshoot and resolve issues regarding
connection failure using the equipment provided.
 To ensure that all members of the Box Office staff maintain the appropriate standards
of behaviour, dress and courtesy towards the public and staff at all times.
 To maintain rigorous records of any complimentary tickets.
 To attend appropriate training courses as agreed with the Executive Team.
 To abide by and contribute to the Equal Opportunities Policy at the Tricycle.
 To be aware of the fire evacuation and Health & Safety requirements and report any
problems to the Duty Manager.
 Any other duties that are mutually agreed.
Terms & Conditions
Contract:
The initial contract offered will be for a fixed term of one year.
Hours:
Based on 45 hours per week, over 5 days per week, flexible shifts,
days, evenings, weekends, and Bank Holidays. Hours in excess of 45
to be taken as time-off in lieu.
Holiday:
Four weeks per year, plus Bank Holidays, plus an additional five
single days after two years continuous service.
Sick Pay:
Four weeks per year (pro rata in the first year) plus
bank holidays plus five single days (where the successful candidate
already has two years’ continuous service with the Tricycle).
Trial Period:
Three months, during which the notice period will be four weeks.
Notice:
Two months from either Party after successful completion of trial
period.
Pension:
The Tricycle operates a Stakeholder Pension scheme with Aviva. If
you choose to become a member, the Tricycle will currently make a
pension contribution of 3% of basic salary into your plan after you
have successfully completed your probationary period and where
this is matched by you.
Annual Salary:
£22,300 – £24,500 depending on experience.
Start Date:
ASAP
Subject to minor alterations.
July 2013