Audiences Access Coordinator

JOB SUMMARY

This job role is to 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.

Other organisations may call this role:
Access Coordinator, Inclusion Coordinator, Disability Coordinator, Customer Service Coordinator

• 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

• 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 representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds

• 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