OnsiteThis role will be based on site, primarily in the named location.
We have one simple promise – to make a positive impact. Through our ground-breaking research, teaching excellence and commitment to sustainable living, we are changing lives for the better.
The University of Derby is a modern university with a modern outlook. Everything we do is driven by delivering excellence and opportunities for our students, our staff and our region.
We have some of the best university facilities in the UK and achieve outstanding results for our teaching and research and have been awarded Gold in the prestigious Teaching Excellence Framework (TEF) 2023 – making it one of the top universities in the country recognised for its outstanding student experience and student outcomes.
Financially strong and seriously ambitious we offer our employees an inclusive culture that centres itself around staff wellbeing, where you can be confident you will receive all the help and encouragement you need to build a rewarding career with lots of opportunities to enhance your skills.
At Derby Theatre, we are a charity and a National Portfolio organisation forArts Council England, and we’re known for artistic excellence. We’re committed to education. And we believe that theatre can change your life.
Previously Derby Playhouse, we have a long and important theatrical history. As Derby Theatre, we work in partnership with the University of Derby and are a home for higher education students. We produce new plays and projects, collaborate with artists and local people, and offer training foryoung people too, with opportunities for learners of all ages. It’s all about empowering people to tap into their potential and achieve.
As a key member of Derby Theatre’s Front of House and Box Office team, you will play an important role in creating an exceptional experience for every visitor. You’ll be one of the friendly faces of the theatre, providing a warm, welcoming and knowledgeable service from the moment customers arrive.
Working across a variety of customer-facing areas, your role will include box office sales and enquiries, meet and greet, ticket checking, ushering, bar duties and pop-up sales locations throughout the theatre. You’ll help audiences find their way around the venue, answer questions, resolve ticketing issues and ensure everyone feels welcomed, supported and valued.
You’ll also actively contribute to maximising ticket sales and promoting the work of Derby Theatre, working closely with colleagues and the Marketing team. Using the Spektrix ticketing system, you’ll maintain accurate customer information and provide an efficient sales and information service across the counter, telephone and online channels.
The role is varied and requires someone who is flexible, personable and confident working as part of a busy team. You’ll represent Derby Theatre with professionalism, courtesy and enthusiasm, championing its work while helping to maintain a safe, secure and welcoming environment.
Please note we have a number of positions available as below:
- 2 x 14 hours per week
- 2 x 21 hours per week
- 2 x 30 hours per week
Please indicate in your application which working pattern you would like to be considered for.
We’re looking for a friendly, approachable and confident communicator who enjoys working with people and takes pride in delivering excellent customer service. You’ll be comfortable working in a busy front of house environment, able to communicate clearly and professionally with a wide range of visitors and remain calm and helpful when things get busy.
You’ll have some experience of working in a customer-facing role, ideally within a theatre, arts and culture, heritage or similar public-facing venue. However, we’re equally interested in candidates who can demonstrate the right attitude, enthusiasm and willingness to learn.
You will have good English, maths and verbal communication skills, with the ability to provide clear information and deal confidently with customer enquiries. Familiarity with EPOS systems is essential, along with a willingness to learn new systems and processes.
Above all, you’ll be a positive and reliable team player who is passionate about creating a warm, welcoming and inclusive experience for every visitor.
What should I expect if I am invited to an interview?
We aim to make the interviews as accessible and engaging as possible, and we want you to talk about yourself and your work experience in a relaxed and friendly setting.
We believe an interview is a chance for you to find more information about the role, us as an organisation and for you to get a sense of whether this is the right environment for you.
With this in mind, we have designed an interview process which will enable potential candidates to meet members of the team and partners, see some of the spaces you might be working in, and of course a chance to talk about you and your work experience.
- To work as part of a team in the day-to-day operational running of the Box Office and Front of House areas.
- To actively sell to customers over the counter and telephone and answer any website queries
- To provide excellent levels of customer service, maintaining the high standards of customer care that Derby Theatre is known for
- To deliver a welcoming environment to all visitors of the venue, being friendly and personable at all times
- Welcome audiences, check tickets, give directional advice and deal with any queries or ticketing issues as customers enter theatre spaces
- To maintain a consistent, accurate and useful customer database using the Spektrix ticketing system
- To help maximize ticket sales in co-operation with the Marketing Department, and to promote the work of Derby Theatre on an ongoing basis
- To support the Fundraising Activities of Derby Theatre
- To handle a wide range of customer queries, liaising with colleagues where necessary to provide effective customer service
- To represent Derby Theatre with diplomacy, discretion and courtesy at all times; to be knowledgeable about, and champion, the work of Derby Theatre
- To uphold the presentation and security of Front of House areas
- To undertake other duties or projects as required by the Operations and Access Manager
- To be a flexible member of staff and work, as necessary, across the front of house and box office aspects of the building where possible
- To engage in staff training
General
- To actively support and promote Derby Theatre’s Learning Theatre model, including a commitment to engage with the University of Derby’s Theatre-related higher education provision; to contribute to learning opportunities such as work experience, placements, and the theatre’s role as a learning environment
- To keep up to date with developments in the industry as they relate to your role, and to contribute to the overall development of the department and organisation
- To take an active role in the team and staff as a whole, and to attend team, departmental or cross-organisation meetings as required
- To ensure that Derby Theatre’s policies, procedures and values are observed in every area of the department’s work
- To act always in the best interests of Derby Theatre, protecting intellectual property and confidential information at all times
- To carry out any other duties as may reasonably be required from time to time, commensurate with the level of the post
- We expect all Derby Theatre staff to work in a flexible manner to effectively deliver their role and in line with the objectives of the company, including the Learning Theatre model, Equality and Diversity, and Sustainability
- The job description for this position may be reviewed and amended to incorporate the future needs of the department and the organisation
- Excellent interpersonal skills, including the ability to recognize and address the requirements of a wide range of customers, VIPs, staff and visiting companies
- Good English, Maths, Verbal and Written Communication
- Familiarity with EPOS systems
- Computer literate, familiar with PCs and Microsoft Office programs
- Good organisational skills, able to prioritise their workload in order to maximise efficiency and performance
- Motivated salesperson, able to demonstrate enthusiasm for Derby Theatre’s offer
- Able to remain calm under pressure and offer a consistently high level of customer care
- Able to make quick decisions whilst maintaining high standards of accuracy in a highly pressurised environment.
- Adept at problem solving
- Enthusiastic team worker
Experience
- Experience using Spektrix or other ticketing or CRM systems
Please refer to the job description for Derby Theatre benefits.
Please note benefits from University of Derby do not apply.
For further information and informal enquiries regarding the role, please contact Ruth Brailsford, Front of House Manager via r.brailsford@derby.ac.uk
For enquiries regarding your application and for sponsorship eligibility, please contact the recruitment team via recruitment@derby.ac.uk .
The University is unable to sponsor the employment of international workers under the Skilled Worker route for this role; however, applications are welcome from candidates who are able to demonstrate an alternative right to work in the UK.
Equity, diversity and inclusion
At Derby Theatre we aim to actively champion and celebrate diversity in all its forms. We are committed to equality of opportunity for all of those we work with and applications from individuals are encouraged regardless of age, caring responsibilities, disability, gender, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sexual orientation.
We positively encourage disabled people, people of African or Caribbean heritage, South Asian heritage, East Asian heritage, West Asian heritage, Central Asian heritage, South East Asian heritage and people of Middle East and North African heritage and those who have experienced racism. By the term ‘those who have experienced racism’, we are referring to individuals who have experienced discrimination based on the colour of their skin, race and/or their culture.
We are a Disability Confident Committed Employer, demonstrating our commitment to disability inclusion, and invite applicants to highlight adjustments they may require to ensure equitable participation in our recruitment processes.
At the University of Derby, we are passionate about embedding sustainability into everything that we do. We aim to bring environmental sustainability into all aspects of the University, including teaching, research and operational activities. In line with the University’s strategic framework, we expect all our staff to embed sustainability into their working practices and support the University’s objective to reach net zero carbon by 2050.
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