Deputy Head of Ticketing and Sales and Access Co-Ordinator

At Hampstead Theatre, we create progressive, thought provoking and original theatre, working with the best creative talent. The Deputy Head of Ticketing and Sales and Access Co-Ordinator will provide support to the Head of Ticketing and Sales in maximizing ticket sales and ensuring the highest standards of customer care are maintained.

RESPONSIBILITIES INCLUDE:

Ticketing 

• Managing the rota for the box office team, ensuring an appropriate level of staffing at all times.
• Completing weekly timesheets for the ticketing team.
• Training box office and other Hampstead staff on the ticketing system, policies and procedures.
• Supervising the box office team and dealing with any queries that arise.
• Managing comps, holds, house seats, reservations and returns.
• Dealing with customer complaints and queries.
• Maintaining and promoting the highest standards of customer care at the box office.
• Preparing banking and Society of London Theatre returns and carrying out financial reconciliation and reporting.

Marketing

• Setting up marketing offers on the box office system as directed.
• Overseeing the audience feedback platform and managing its distribution and appearance on the website.
• Reporting on the success of marketing strategies and email campaigns to the marketing department including tracking return on investment and other key metrics.
• Networking and liaising on behalf of the marketing team with ticket agents and third-party sellers to increase ticket sales. Reporting on such activities and influencing future relationships with this first-hand knowledge.

Access

• Championing and advocating the access provision throughout the organisation.
• Maintaining the Access Membership scheme.
• Keeping abreast of developments in access provision and services in the theatre and arts industry and innovating for the introduction of new services, ensuring the access provision at Hampstead Theatre is current best practice.
• Attending external training courses on access awareness and relaying this training to Box Office & Front of House Teams.
• Programming and liaising with Stage Text and other external access service providers to schedule assisted performances.
• Ensuring a high level of service is provided to users of accessible performances.
• Ensuring access equipment, such as Infra-red Headsets, is fully functioning and that staff are adequately trained to demonstrate their use to customers.

General

• Deputising for the Head of Ticketing and Sales as required.
• Supporting the work of the development team in promoting membership, donations and patrons scheme.
• Supporting the work of Hampstead’s access programme, ensuring the theatre is accessible to all users.
• Supporting the work of Hampstead’s ticketing schemes such as the Downstairs Club offering priority access to Under 30s.
• Undertaking any other duties as may reasonably be required.

PERSON SPECIFICATION

 Essential

• Previous experience supervising staff.
• Excellent interpersonal, communication and customer care skills.
• Excellent digital literacy and ability to learn new digital systems.
• Previous experience using ticketing software.
• Tactful, diplomatic and able to maintain confidentiality for sensitive information.
• Highly accurate and well-organised with good time management skills.
• Ability to remain calm whilst working under pressure.
• Flexible, responsive and a team player.
• Commitment to Equality, Diversity and Inclusion initiatives.
• Available for evening and weekend events when necessary.
• Ability to work without supervision and take initiative.
• Ability to anticipate the needs of colleagues.

Desirable

• Experience using Tessitura.

 

HOW TO APPLY

The application deadline is midday on Friday 25 July 2025.

To apply for the position,

1) Email your CV and cover letter to jobs@hampsteadtheatre.com with the reference DHOTS in the subject line.

In your cover letter, please outline why you are interested in the role and how your skills, knowledge and experience relate to the person specification.

2) Complete the following form: https://forms.office.com/e/EYmK3tF0DY

The form will ask you for your personal details and details of two referees.

3) Complete the personal characteristics form: https://forms.office.com/e/94w4u4dmWy

 

25/07/2025