Ticketing and Membership Assistant

in London, Greater London

You will be a dynamic, customer service focussed individual who believes in putting the needs of a varied audience at the heart of what you do. An art or curatorial background is not essential to this role.

The TMSS team requires an individual that is forward-thinking and enterprising when engaging with the customer’s journey. You will anticipate the needs of Friends and Visitors from both Royal Academy of Arts box offices and Friends desk at Burlington House and Burlington gardens, as well as the Royal Academy of Arts onsite contact center dealing with telephone calls and emails.

You will have first-class customer-facing skills, and the ability to deal with a wide range of people. You will be adaptable, friendly, helpful and provide a warm welcome, proactive assistance and clear information to all those visiting or working at the Academy.

Working alongside the Royal Academy of Arts Visitor Management & Welcome teams you will provide clear information on programs, events and exhibitions, as well as being the first point of contact for ticketing pricing queries and membership commodity.

You should be able to demonstrate a genuine interest in people and be able to engage with a high volume of visitors. You may have an appreciation for the arts but more importantly, you will be passionate about contributing to the RA`s story.

The RA is a leading Art’s institution with the TMSS team being at the forefront of welcoming and supporting the Royal Academy of Arts Friends and Visitors. You will contribute to facilitating the enjoyment of art as well as welcoming a diverse and varied audience to Royal Academy of Arts galleries.

Provide welcoming, knowledgeable, customer-focused service to all RA audiences. Help build and retain relationships with Friends, visitors and RA supporters by providing exceptional assistance with membership, ticketing, and switchboard duties. Act as ambassadors for the RA, continually striving to provide the best possible experiences for all customers.

Main responsibilities and accountabilities

  • Facilitate frictionless ticketing transactions (for exhibitions, events, gallery guides, lists of works and audio guides for Friends, visitors and RA supporters).  Facilitate membership transactions for all Friends including processing renewals and new joiner applications, in person, by phone and by email.
  • Answer a range of queries from membership benefits and ticketing requests to questions about opening times, preview days etc. Proactively seek new information when needed.
  • Provide a consistently warm welcome to all visitors and loyal audiences giving them a distinctively RA experience.
  • Accurately process, record and log interactions with customers in Tessitura (Royal Academy of Arts CRM database) always striving for top quality data management.
  • Proactively find opportunities to improve customer data quality and generate revenue for the RA – through upsell to membership, renewals, gift aid take up and data capture/cleaning etc.
  • Manage day-to-day complaints and promptly respond to customer feedback, escalating to managers where necessary.
  • Undertake financial processing as needed, working closely with the Membership and Ticketing Supervisors and related team members (e.g. Finance, Marketing / Data teams) to process Gift Aid applications, set up new Direct Debit instructions, facilitate ticket upgrades and membership sales, offering ticketing refunds or membership extensions etc.
  • Work with other team members around specific tasks in Friends memberships around the data pull for the mailing house, the processing of Gift Aid declarations or the processing of data protection statements, and/or mid-cycle ticket upgrades.
  • Undertake switchboard duties including transferring calls within the Royal Academy and externally to Royal Academy offices.
  • Work collaboratively with the Ticketing and Membership Sales Supervisors to continually improve skills relating to ticketing and membership operations best practice.
  • Work closely with colleagues in the Sales, Marketing and Loyalty team, and across the Tessitura Management Group to foster good working relationships with other RA departments.
  • Work closely with other team members to identify and achieve targets for revenue generation (Gift Aid; membership upsell).
  • Undertake any other duty which may reasonably be allocated by the Senior and Assistant Ticketing and Sales Managers, Supervisors, or other Front of House Duty Managers.
  • Assist and support on occasion with other front-of-house duties like the Welcome Host duties and Queue management.
  • Promote equality and diversity in all aspects of your work.

Person specification

Required behaviors

  • Methodical with strong attention to detail for data storage and record keeping in Tessitura or any other Ticketing/CRM equivalent.
  • Ability to be patient and tactful in a confident manner with all RA audiences.
  • Excellent command of English, in both written and oral communications with the ability to answer customer inquiries to a high standard in person, in writing on the telephone and face to face.
  • Good team player with strong interpersonal skills and willingness to work closely with colleagues across different RA departments.
  • Ability to relate to many different and diverse people and customers.
  • Ability and willingness to take a proactive approach, finding out relevant information with a positive attitude including an enthusiastic approach to providing first-class customer service.
  • Strong sales skills, including upselling and cross-selling tickets and memberships and/or other RA products where applicable.
  • An interest in the visual arts is desirable, along with an enthusiasm for the vision and values of the Royal Academy, although no art history knowledge or visual arts background is required.

Job-related knowledge

  • Commercial awareness, with demonstrable experience in effective cross-selling and upselling
  • Strong knowledge of customer service and sales.
  • An interest in the visual arts is desirable, along with an enthusiasm for the vision and values of the Royal Academy, although no art history knowledge or visual arts background is required.

Job-related skills

  • Literate in Tessitura operations (or high level of competency with sales systems/databases or any other Ticketing/CRM equivalent) knowledge of membership structures desirable.
  • Highly computer literate with excellent knowledge and experience of MS Office.

Other Details

  1. Salary £10 an hour
  2. Job Type Contractual
  3. Job Location Burlington House, London W1J 0BD
  4. Category Customer Service
  5. Closing Date 14 April, 2021
  6. Posted Posted 6 days ago


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