Customer Service Supervisor

We are looking for a dedicated professional with proven leadership skills and a passion for exceptional customer service to join our Ticketing & Membership Services team. In this pivotal role, alongside two other Customer Service Supervisors, you will provide essential support to the Head of Ticketing & Membership Services, overseeing daily operations, driving sales excellence, and managing team performance.

Beyond administrative and supervisory duties, you will step up as a Duty Manager for various performances throughout our Festival and Autumn seasons, taking responsibility for the smooth operational running of the front-of-house teams, and to ensure safety standards are met and offer an exemplary experience for our audiences. Additional responsibility payment is provided for Duty Manager shifts.

Operating on a 5-out-of-7-day shift pattern—inclusive of regular evening and weekend hours—this role is central to our operational success. The successful candidate will play a pivotal part in supporting the team and ensuring a world-class experience for our audience.

Key Tasks and Responsibilities

• Maximising Revenue: Promote a target-driven approach within the ticketing team to maximise income through active selling, effective revenue management, and identifying new processes and team efficiencies.
• Financial Control: Ensure all financial transactions strictly comply with departmental policies and procedures.
• Systems Support: Provide day-to-day, first-line technical support for Tessitura CRM and the telephone system for the Ticketing & Membership Services team.
• Technological Development: Research and introduce new processes to ensure the department utilises technological developments to their full potential.
• Project Collaboration: Work with the Head of Ticketing & Membership Services and external agencies to develop and deliver new and existing projects.
• Staff Training: Train and develop the Ticketing & Membership Services team to ensure all procedures are carried out efficiently and to agreed standards.
• Customer Service: Lead the team and deliver outstanding levels of customer service and assist with resolving escalated customer feedback.
• Compliance & Policy: Contribute to the development of ticketing policies and procedures, ensuring full compliance with GDPR to support the commercial requirements of the organisation.
• Duty Supervision: Share the role of Duty Supervisor, taking responsibility for the day-to-day organisation of the department and managing team goals effectively.
• Operational Assistance: Work alongside Customer Service Coordinators, carrying out day-to-day ticketing and membership tasks as required.
• Performance Duty Supervisor: Manage a number performances, responsible for pre-performance set up and front desk on performance days
• Performance Duty Management: Duty manage a number of performances across the Festival and Autumn seasons. Manage the Front of House teams & operations (additional responsibility pay is provided for these shifts).

Knowledge, Skills and Experience

ESSENTIAL

•  Previous experience in a managerial or supervisory role, ideally in customer service, hospitality, events, or the arts.
• Exceptional leadership and communication skills, with a focus on motivating and engaging teams.
• Experience of database systems and their potential
• Awareness of technological developments (database/web/phone systems)
• The ability to problem solve effectively
• Excellent prioritisation and time management skills coupled with the ability to work calmly under pressure and to tight deadlines, in high pressure situations
• Excellent attention to detail
• Strong multi-channel communication skills
• Project management experience
• Goal driven approach to work
• Must have proven event management experience in a fast paced, demanding environment, organising and delivering large scale and complex events
• Highly organised and motivated with an ability to work independently.
• Proven experience of proactively identifying challenges before they become problems and reactively solving issues that arise during an event
• Flexibility to work varied hours, including evenings, weekends, to accommodate the demands of the business.

DESIRABLE

• Experience of working in a live theatre environment
• A knowledge or interest in Opera or classical music
• Tessitura or CRM experience

Special Requirements

• Flexibility of working hours to suit the seven-day nature of the Ticketing & Membership Services Department operation

Hours of Work

The contractual hours of work are 35 per week, worked over 7 variable days between Monday - Sunday, 8:00am to 11:00pm.

Salary and Benefits

We can offer a salary of up to £31,600 per annum.

We offer 33 days (6.6 weeks) of holiday, inclusive of bank holidays, per annum.

We can offer a beautiful working environment, and the chance to see world-class opera. For those without their own transport we have a free minibus service to and from Lewes railway station.

We also offer:

• Subsidised dining at our onsite restaurants
• Discount at the Glyndebourne shop
• Staff events
• Corporate Gym memberships
• Free Pilates and Zumba classes
• Free tea and coffee
• Free on-site parking
• An onsite Physiotherapist
• Cost price electric car charging
• Cycle to Work scheme
• Long service awards
• Discount at various highstreet retailers through the Glyndebourne benefits hub

How to Apply

Glyndebourne is an Equal Opportunities Employer and a Registered Charity. We promote equality, diversity and inclusion in our workplace and actively encourage applicants from all backgrounds to apply for vacancies, including ethnically diverse and disabled candidates, who are currently under-represented in our workforce.

Please apply by clicking ‘Apply Now;’ to submit your application. Candidates must be able to provide evidence of their right to work in the UK.

The closing date for applications is Wednesday 19 August 2026, with interviews to take place the week commencing 1 September.

As a Disability Confident Employer, we guarantee to interview all disabled applicants who meet the essential criteria for our vacancies. If relevant to you, please inform us of this in your covering letter. If you have any questions in relation to this please contact a member of the HR team at recruitment@glyndebourne.com.

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