The Venue Support Specialist plays a pivotal role in supporting the day-to-day operations of Ticketmaster venues and box offices. This role ensures seamless coordination between internal teams, venue staff, and clients, with a strong emphasis on box office operations, technology readiness, training, and ensuring venue operational excellence across a flexible seven-day roster, balancing operational planning in the office with on-site event delivery.

Responsibilities

Liaise with Client Managers to confirm and verify event-specific details.
Provide general venue support including coordination of operational logistics, troubleshooting on-site issues, and ensuring readiness of front-of-house areas.
Assist with event build updates and ensure all relevant operational tasks are completed in preparation for event day.
Ensure venue readiness including signage, accessibility, customer service standards, and front-of-house logistics.
Support box office operations during small events or when covering staff leave.
Ensure post-event reporting accurately reflects ticket sales and seat statuses.
Prepare and submit post-event wrap reports, summarising operational outcomes, issues, and recommendations.
Liaise directly with promoters when required to manage ticketing and operational needs
Communicate with the Workforce Planning team to ensure adequate staffing levels for each event.
Attend venue briefings, debriefings and any meetings that require Ticketmaster representative.
Respond to ad-hoc roster changes, ensuring updates are accurately recorded and clearly communicated to staff and stakeholders.
Lead onboarding for new employees, ensuring completion of all mandatory training specific to each venue.
Coordinate ongoing learning and development for box office staff, venue staff and clients, ensuring proficiency in Ticketmaster systems and procedures.
Arrange regular training sessions to maintain high standards of service and system knowledge.
Oversee daily operations of venue box offices, ensuring compliance with Ticketmaster, venue, and promoter policies.
Maintain and troubleshoot box office equipment and software.
Ensure accurate balancing and banking of floats and ticket sales.
Manage ticket printing and distribution for patrons and clients.
Conduct pre-event venue technology checks to ensure all systems are functioning correctly (e.g., ticketing terminals, scanners, printers, network connectivity).
Collaborate with IT and technical teams to resolve system issues and implement updates.
Stay informed of Ticketmaster system developments and ensure timely rollout and staff training.
Participate in testing and feedback cycles for new technology features or hardware deployments at venues.
In collaboration with the Venue Event Manager and wider Venue Support team develop and document box office policies and procedures in consultation with relevant stakeholders.
Make recommendations to senior management regarding box office operations and improvements.
Ensure compliance with venue contracts, particularly clauses related to box office operations.
Supervise box office staff, providing guidance and support in handling challenging situations.
Act as a point of contact for staff experiencing personal or professional issues.
Monitor staff performance and provide feedback and development opportunities.
Perform general administrative duties as delegated by the Head of Box Office and Venue Event Manager.
Contribute to projects aimed at improving box office performance and visibility.
Undertake any other duties or responsibilities as directed by the Head of Box Office to support business needs and operational priorities.

Requirements

Flexibility - Demonstrated ability to accommodate and adapt to changing needs of the business in a highly pressured working environment. At the same time, proven ability to adhere to set guidelines and process adherence. Deal with higher-level complaints and recognise the need for flexibility where applicable.
People Management & Leadership - Set an example for staff in the Box Office. Effectively manage the professional requirements of Ticketmaster’s internal and external customers. Lead by example; gather support from staff and work together to achieve desired outcomes.
Research/Analytical - Maintain up to date knowledge of industry developments incorporating marketing and technological advances, both internally and externally.
Computer literacy - Ability to use Microsoft Office based computer packages including current database management systems and Ticketmaster programs and reports. Typing skills with high accuracy.
Venue Management - Develop and coordinate policies and procedures for the venue and events’ requirements
Team Orientation - Demonstrates a collaborative approach, contributing positively to team goals while fostering strong working relationships across the business. Equally capable of working autonomously, taking ownership of responsibilities, exercising sound judgement, and delivering high-quality outcomes with minimal supervision.
Results oriented - Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and applying effective application of effort and resources, combined with passion, belief and energy.
Customer Focus - Ensuring Ticketmaster’s internal and external customers’ needs are continually satisfied. Maintains and builds a strong customer relationships with current and future clients.
Communication - Demonstrating strong communication skills, both written and verbal. Assist with the development of clear written policies and procedures for Event Managers. Strong ability to communicate with clarity and confidence to meet client requirements and deadlines. Effective listening skills are also paramount.
Initiative - Possesses a “natural energy” with a proactive focus responding quickly and positively to ensure that business deadlines and needs are met.