Customer Service Coordinators

Under the direction of the Head of Ticketing & Membership Services, the position will involve working 5 days per week on a roster between Monday to Sunday. 

You will need previous experience of working in a sales and customer service environment; a good working knowledge of computer systems and web technologies; excellent attention to detail and keyboard skills (a minimum of 50 wpm) and a commitment to reaching targets within set time frames.

Forming part of the Customer Service team, Customer Service Coordinators are responsible for providing all Glyndebourne customers, both internal and external, with a premium ticket sales and membership servicing.

In addition to selling tickets to our members and the general public, the role also involves providing exceptional customer facing service to our audience; a help-desk for online ticket purchasers, supporting all membership services, recording marketing and ticketing data in an analytical and robust fashion; personal financial responsibility and accountability and a wide variety of general office administration tasks using computer systems including Tessitura, Microsoft Office, Google Suite and related software.

Key Tasks & Responsibilities 

• To provide excellent customer service in all aspects of ticketing, membership, information and online support services;
• To ‘own’ the entire ticketing and information transactions process (including payment, exchanges, reprints, resales etc) from initial enquiry through to despatch
• To be responsible for daily financial transactions via Tessitura, identifying issues for resolution with the Finance Supervisor.
• Provide end to end membership servicing (including onboarding new members, membership renewals, setting up direct debits and handling resignations) 
• To support Glyndebourne initiatives specifically designed for members, customers, learning & engagement, development and staff and record all relevant activity
• To work with all departments to ensure that the ‘Glyndebourne Customer Experience’ exceeds expectations;
• Lead operations at Stage Door, be a gatekeeper for internal and external access to Glyndebourne, including receptionist duties. To operate the company post system and coordinate courier requirements for the company.

Knowledge, Skills & Experience 

• Working knowledge of customer database and web technologies
• High attention to detail 
• Demonstrable keyboard and accuracy skills (minimum 50 wpm and 100% accuracy)
• Experience of working in a fast paced sales and customer service environment
• Exceptional Customer Service skills in using a variety of communication channels (e.g. In person, by telephone, in writing)
• Ability to problem-solve and use own initiative

• Excellent working knowledge of Box Office and general sales procedures
• Knowledge of opera and awareness of Glyndebourne activities

Special Requirements

• Flexibility of working hours to suit the seven-day nature of the Customer Service operation;
• Commitment to a target-driven, service-based environment;
• Ability to communicate at all levels both internally and externally.
• Any job offer will be conditional on enhanced reference checks including a basic criminal record check.

Hours of Work 

The contractual hours of work are 35 per week, worked over 7 variable days between Monday – Sunday, 8:00am to 11:00pm.

Salary & Benefits 

We can offer a weekly salary of £404.31 per week..

We offer 5.6 weeks’ holiday inclusive of bank holidays per annum pro rata.

We can offer a beautiful working environment, and the chance to see world-class opera.  For those without their own transport we have a free minibus service to and from Lewes railway station.

We also offer :

• Free Pilates and Zumba classes, once a week
• Corporate Gym memberships
• An onsite Physiotherapist
• Subsidised electric car charging
• Cycle to Work scheme
• Subsidised dining at our onsite restaurants
• Free tea and coffee
• Discount at the Glyndebourne shop
• Free on-site parking
• Free minibus service to and from Lewes train station and Ringmer
• Discount at various highstreet retailers through the Glyndebourne benefits hub

How to Apply

Glyndebourne is an Equal Opportunities Employer and a Registered Charity. We promote equality, diversity and inclusion in our workplace and actively encourage applicants from all backgrounds to apply for vacancies, including ethnically diverse and disabled candidates, who are currently under-represented in our workforce.

To help us monitor the effectiveness of our commitment to diversity and inclusion and our supporting policies and procedures, we ask all job applicants to complete our anonymized and confidential Equal Opportunities monitoring form .

Please then apply by clicking here to complete our application form.

The closing date for applications is Friday 31 March 2023.

As a Disability Confident Employer, we guarantee to interview all disabled applicants who meet the essential criteria for our vacancies. If relevant to you, please inform us of this in your covering letter. If you have any questions in relation to this or if you would like this advert sent to you in a larger or dyslexia friendly font then please contact a member of the HR team at recruitment@glyndebourne.com.

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