Job Summary
The Customer Service Administrator plays a key role in ensuring the smooth day-to-day running of our box office, as well as customer and volunteer communications. You’ll support ticketing processes, handle customer enquiries, and help ensure visitors have a positive and seamless experience from booking through to attendance.
Location: Rosehill, Moresby, Whitehaven – occasionally other locations in West Cumbria
Reports to: CEO
Contract: Part time, 16 hours p/w, permanent
Salary: £12.51 p/h
About Us
Rosehill is a vibrant arts organisation dedicated to presenting a diverse programme of performances, exhibitions, and community events. Our venue is home to theatre, music, screenings, comedy, and a host of other multidisciplinary events, and we are proud to provide a welcoming space for both artists and audiences.
We are seeking a friendly, organised, and proactive Customer Service & Event Administrator to support the delivery of an excellent customer experience across our box office operations and events management.
Key Responsibilities
Box Office Support
Provide first-line customer service via phone, email, and in-person at the box office.
Assist with daily ticket sales, bookings, and event registrations using the organisation’s ticketing system.
Process group bookings, refunds, exchanges, and ticket allocations.
Help maintain accurate records of customer data, sales, and attendance.
Customer Service & Communications
Respond promptly and professionally to customer queries and feedback.
Monitor and manage the customer service inbox.
Liaise with front-of-house and event teams to ensure smooth customer journeys.
Assist with accessibility requests and ensure inclusive service provision.
Administrative Support
Prepare and distribute box office reports as required.
Assist with data entry and maintenance of CRM and mailing lists.
Support marketing and outreach campaigns with ticketing and administrative tasks.
Help maintain event listings and website information related to ticketing and access.
Support the administration and coordination of private hires in our event spaces.
Volunteer Liaison
Liaise with volunteers about upcoming opportunities and schedule cover for events.
Support the team with general volunteer communications.
Team Collaboration
Work closely with the wider operations, marketing, and programming teams.
Attend team meetings and contribute to customer experience improvements.
Provide support at events, including evenings and weekends.
Person Specification
Essential:
Previous experience in a customer-facing role, ideally in an arts or events environment.
Strong interpersonal and communication skills, both written and verbal.
Proficiency with office software and confidence in learning new systems.
Organised, detail-oriented, and able to multitask in a busy environment.
Friendly, calm, and solutions-focused when handling customer queries.
Passion for the arts and commitment to excellent service.
Desirable:
Experience with a ticketing or CRM system.
Experience in the service industry (bar, cafe, etc.)
Knowledge of accessibility and inclusivity in customer service.
Interest in arts administration or audience development.
Working Hours
This role includes regular daytime working hours with occasional evening and weekend shifts to support events and performances. Flexible working arrangements may be considered.
How to Apply
Please send your CV and a cover letter outlining your suitability for the role to recruitment@rosehilltheatre.co.uk. Video applications will also be accepted.
Use the subject line: Application – Customer Service & Event Administrator.
Deadline: Monday 14 July, 09:00.
To discuss the role before making an application, please email recruitment@rosehilltheatre.co.uk to schedule a call with a member of the team.
