Assistant 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, 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.
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 and creative talent,
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 Intstitute, was 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 only the start of a new journey for the Tricycle. In January
2013 Arts Council England pledged £3.1 million towards to upgrade of the theatre
and its facilities, which will enable all our communities – the local, artistic,
international and the Tricycle communities – interact in and engage with the
building and its work. A central aim of this project will also be to create a new
creative learning space that is dedicated to active learning and that will be a
crucible for young, local people to experiment, train and take a lead in developing
their creative skills with the professional support of Tricycle practitioners.
The Role
Main Purpose of the job:
Responsible to:
Assist the Box Office Manager with leading 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-today basis.
Box Office Manager
Responsible for:
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 Assistant Box Office Manager is responsible to the Box Office Manager who in
turn is responsible to the Commercial Operations Manager for operational matters
& 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 Assistant Box Office Manager is responsible for the smooth & efficient running
of the Box Office on a day-to-day basis. The Tricycle uses the Spektrix ticketing
system.
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 costeffective 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 ensure an adequate supply of tickets and to order supplies as necessary
 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.
 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.
 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.
 Work closely with the Development Department to ensure that the Spektrix
Fundraising module is being used effectively.
 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.
 In collaboration with the Box Office Manager 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 receive and process merchandise sales on the Spektrix system.
 To keep up to date the Box Office Manuals 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 window, 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 on full pay, and a further four weeks on half
pay per year, after three months continuous service.
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:
£20,000 - £22,000 depending on experience.
Start Date:
ASAP
Subject to minor alterations.
September 2013