Ticketing Operations Supervisor

Closing date - 18 August 2026
Interview date - week commencing 24 August 2026
Salary - £30,055.40

Please feel free to contact us at View email address on recruitment.factoryinternational.org if you require any support in completing your application . 

Ticketing Operations Supervisor Job Pack - download here
Ticketing Operations Supervisor Application questions - download here

As members of the ticketing team the Ticketing Operations Supervisors will contribute to the ongoing development of Factory International’s ticketing and customer service offer. You will provide day-to-day oversight of the ticketing operation at Aviva Studios, as well as provide supervision for Ticketing Assistants, including 1-2-1’s, training on ticketing software, customer service systems and operational processes. Alongside this, you will be responsible for responding to customer queries, processing orders and troubleshooting issues via phone, email and in person, ensuring a high level of customer service and efficiency are delivered at all times.

This is an excellent opportunity to join Factory International’s Ticketing team, being at the forefront of an exciting and dynamic operation where you’ll interact with all aspects of the organisation and contribute to the achievement of our business objectives. Our diverse programme of events encompasses theatre, live music, conferences, community activity, artist-led shows and Manchester International Festival, and you have the chance to join us as we Invent Tomorrow Together.

Please note this role requires evening and weekend work as part of regularly scheduled shifts

The key responsibilities for the Ticketing Operations Supervisor include;

• Supervise the Ticketing Assistants, including recruitment, training on our CRM software (Spektrix), customer service systems and operational processes. Also ensuring that documentation, training, policies and procedures are regularly reviewed and updated

• Attend regular individual and team meetings highlighting items that will affect the team, feedback on performance against targets, discuss required resources and ensure team members are effectively supported in their roles

• Provide briefings and support for team of Casual Assistants during onsales and periods of high customer contact, including new and urgent information is shared quickly and clearly

• Work collaboratively with colleagues from across the organisation, in particular the Visitor Experience team, to deliver a seamless and positive experience for all customers

• Respond to Ticketing-related customer complaints either face to face, on the telephone, online, or in writing; authorising refunds, ticket exchanges and the issuing of complimentary tickets where appropriate

• Set up and manage in-person box office operations both onsite at Aviva Studios and at offsite partner venues during MIF, including ensuring Assistants are briefed on imminent events and all facilities and technical equipment is checked and in proper working order

• Amend event setup using the ticketing/CRM system as and when required, including but not limited to adding ticket offers, updating event information, updating venue and access information

• Liaise with a wide variety of producers and promoters as well as Ticket Agencies to ensure all sales requirements are carried out efficiently and provide accurate sales report information on request on a regular basis

• Utilise systems to ensure that important event information is communicated to customers, including but not limited to: pre-event, cancellations and reschedules

• Ensure the distribution of tickets to customers and that systems are configured to scan successfully and collect accurate data

• Support the way we collect customer data through all sales channels to ensure cleanliness, accuracy and consistency, as well as compliance with GDPR

• Provide an excellent experience for customers in respect of ticket sales, accessibility, memberships and other services offered by the Ticketing team

• Creating work to a high standard of accuracy. Checking/testing the system and initiating processes to resolve mistakes

• Be knowledgeable about the music and artistic programme. As well further opportunities Factory International offers to customers and have a great knowledge of the venue in general

The person specification for the Ticketing Operations Supervisor are;

ESSENTIAL

• Excellent verbal and written communication skills

• Experience of supervising staff, including individual and team management

• Experience of resolving complex customer service issues and ensuring a positive customer journey across multiple touchpoints

• Excellent organisational skills with the ability to manage multiple priorities and meet deadlines in an often-pressured environment

• Experience of working operations in a large-scale venue, regularly liaising with promoters and producing manifests and settlements

• Experience of working with 3rd party ticket agents

• Understanding of selling tickets, memberships and other packages within a box office environment

• Experience of handling payments via cash, cheques and credit/debit cards, with experience of resolving financial discrepancies

• Excellent IT and system skills – including box office/CRM platforms

• Experience of ticketing systems and their functionality

• An understanding of GDPR Compliance

• Willingness to work evenings and weekends as part of a regular working week

• Able to work independently with minimum supervision and use strong initiative to ensure responsibilities are completed, issues are raised and problems are resolved quickly and efficiently

• Commitment to championing inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds

DESIRABLE

• Experience of supervising a customer service team or Box Office in an arts, leisure, hospitality, sports or events environment

• Awareness of disability access issues and how they relate to an entertainment venue/visitor attraction

• Knowledge and experience of the ticketing system Spektrix

• Enthusiasm for training, mentoring and support of other colleagues

• Enthusiasm for a range of arts and culture

• Enthusiasm for training, mentoring and support of emerging talent

When applying please do not rely solely on ChatGPT/AI software for your answers as it may not fully reflect your skills and experience and how they align with this role and we may decide to discount your answer if we believe it is solely generated by AI.