Audiences Access Coordinator

Factory International; Manchester; On-site; GBP 29,000; Full time

Job summary

A leading arts organization in Manchester seeks an Audiences Access Coordinator to enhance its accessibility initiatives. The role involves supporting the Ticketing team, developing accessibility policies, and ensuring a smooth booking experience for customers with diverse needs. Ideal candidates should possess excellent customer service skills, understanding of the Social Model of Disability, and experience with CRM systems. This is an opportunity to champion inclusion within a dynamic team.

Qualifications

• Excellent level of customer service experience and competency across phone, email and in person.
• Strong understanding of the Social Model of Disability and how accessible events are delivered.
• Exceptional organizational skills with the ability to manage multiple priorities effectively.
• Experience of CRM/Database management systems as well as Microsoft Office – Excel, Outlook and Word.

Responsibilities

• Support the Ticketing team in processing Access bookings via phone, email, and in person.
• Review the customer booking journey to ensure ease of booking for all access customers.
• Be the main point of contact for developing a Factory International Access Register.
• Support the continuous development of accessibility ticketing policies and procedures.
• Attend meetings and events to support operational delivery teams.

Skills

Customer service experience

Communication skills

Organizational skills

Database management systems

Microsoft Office

Understanding of the Social Model of Disability

Tools

Spektrix

CRM systems

Job description

Closing date - 18 Feb, 12pm
Interview date - w/c 23rd Feb
Preferred start date - on or after 07 April
Salary - £28,386.80

Please feel free to contact us at [e-mail] if you require any support in completing your application.

Audiences Access Coordinator Job Pack - download here

Audiences Access Coordinator application questions - download here

Overview

This position will support the continual development of Factory International’s Access ticketing strategy, to act as a key point of contact for ticketing policies and processes, and to work across departments to build the greatest access audience experience. In this role you will be supporting the wider Ticketing team to administer access bookings and queries, provide knowledge and insight into accessibility, monitor and develop the accessible booking journey and act as a co‑ordinator to organise and share key bits of information useful to operational delivery teams. You will also collaborate with our Audiences and Visitor Experience teams to support their access delivery goals.

Key Responsibilities

• Support the wider Ticketing team in processing Access bookings via phone, email and in person and resolve Access queries or complaints from customers
• Continually review the customer booking journey through all touchpoints to ensure ease of booking for all access customers
• Be the main point of contact for developing a Factory International Access Register, update and maintain the database and lead on customer communications
• Support the continuous development of accessibility ticketing policies and procedures for Factory International, at Aviva Studios and off‑site venues
• Lead on the collating and sharing of access information with operational staff and teams at Factory International
• Attend meetings and events to support operational delivery teams in providing smooth and efficient access visitor experience
• Support the Access Manager on projects relating to audience accessibility or the implementation of new access Ticketing processes
• Facilitate accessibility training to new and existing Audiences team members
• Support the Marketing team to expand promotion of accessible performances and facilities to the relevant audiences
• Attend accessible events and performances at Factory International and partner venues as required

Person Specifications

Essential

• Excellent level of customer service experience and competency across phone, email and in person, including for customers with a wide range of communication preferences and needs
• Strong understanding of the Social Model of Disability and how accessible events are delivered in both a venue and festival context
• Knowledge of the Equality Act (2010) and how this applies to service providers – confidence with managing customer queries or complaints sensitively that may make reference to this and other UK guidance
• Exceptional organisational skills with the ability to manage multiple priorities effectively
• Great verbal and written communication skills, prioritising kindness and clarity
• Experience of CRM/Database management systems as well as Microsoft Office – Excel, Outlook and Word
• Positive and enthusiastic attitude, including a flexible approach to developing and delivering the job
• Commitment to championing inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds

irable

• Previous experience of the Spektrix ticketing system (or similar)
• Experience of handling Accessibility in an event or commercial setting
• Experience of training staff on knowledge, systems and processes
• Enthusiasm for sharing ideas, mentoring and support of emerging talent
• Enthusiasm for a range of arts and culture, including a passion for the Manchester scene

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.