The Box Office Coordinator serves as the primary representative of The Pavilion’s on-site Box Office, responsible for delivering exceptional customer service, managing ticket sales, and overseeing the scheduling of casual Box Office staff. As a key public-facing role, the Box Office Coordinator plays a vital part in creating a positive first impression for patrons and upholding the highest standards of customer care.

This position supports the Ticketing Coordinator in all aspects of ticketing operations, from event build through to on-sale. Responsibilities include handling group and school bookings, managing accessibility requirements, and providing event assistance. The role requires initiative, attention to detail, and a calm, professional manner, with a strong focus on sales, efficiency, and brand presentation. The role requires the candidate to work on Thursdays and Fridays during The Pavilion’s opening hours, as well as flexibility to work additional shifts during key events if required.

Key Responsibilities

Box Office Duties

Manage the on-site Box Office during operational days (Thursdays and Fridays), delivering exceptional service across all patron enquiries, including ticket sales, refunds, exchanges, and reprints.

Monitor and respond to digital enquiries via Box Office email and phone, including group and accessibility bookings.

Support Box Office operations on public opening days and events, including covering shifts when required.

Ensure accurate transaction-handling and coordinate with the finance team on banking and merchant system reconciliations.

Staff Training & Rostering

Assist in recruiting and training casual Box Office staff, ensuring proficiency in The Pavilion's ticketing systems and procedures.

Prepare and manage rosters to ensure all events are appropriately staffed and patrons receive high-quality service.

Ticketing Support & Administration

Maintain and develop expertise in The Pavilion’s ticketing practices.

Support the Ticketing Coordinator with ticket inventory and database management, event builds, reporting, equipment oversight, special offers, and operational improvements to enhance revenue.

Manage ticketing requests from venue hirers and clients, including complimentary and Box Office allocations, in a timely and professional manner.

Maintain and develop expertise in The Pavilion's ticketing practices.

Essential Skills

Extensive experience with a computerised ticketing system (e.g., Tessitura, Vivaticket).

Minimum two years' experience in a box office or related ticketing role.

Outstanding customer service skills, with a professional, welcoming approach and strong written and verbal communication abilities.

High-level computer literacy and adaptability to new systems.

Proven problem-solving skills and the ability to resolve ticketing issues independently.

Experience in rostering and staff training, ideally in an event or box office environment.

Desirable Skills

Experience within a performing arts venue or similar environment.

Familiarity with integrated ticketing and CRM systems.

About The Pavilion

Opening its doors in late January 2023 after a $42M capital investment by Sutherland Shire Council, The Pavilion Performing Arts Centre is the premier performance venue in the south of Sydney.

Built on the site of the Sutherland Entertainment Centre, the all-new Pavilion boasts a brand new 686-seat theatre, a full fly-tower, workshop spaces, a stunning new entry forecourt and foyer with enhanced accessibility, private entertaining areas and a terrace bar overlooking the adjacent Peace Park.

The Pavilion presents a broad range of performing arts events across the year - comedy, musicals, theatre, music and family programming - both self-produced and by commercial and community hirers. The Pavilion also operates the boutique 160-seat Sutherland Arts Theatre located nearby on East Parade.

How to Apply

To apply for this position, please provide your current resume or CV and include a one-page cover letter that addresses the role requirements, as well as your skills and attributes that make you a strong fit for the position. In addition, we encourage you to highlight notable achievements from similar roles.