Box Office Duty Supervisor (Casual)

About STC

Sydney Theatre Company is Australia's largest theatre company and the state theatre company of NSW. STC is a place where artists, staff and audiences come together to explore and share ideas through the power of live storytelling.

The Role

The primary purpose of this role is to deliver exemplary customer service while providing supervision and support to the Customer Service Representatives during the 2027 season on-sale period. This position acts as the main escalation point for resolving customer service issues and should maintain a high level of procedural knowledge within the box office environment. 

The role requires a strong understanding of ticketing systems, customer service principles, and administrative processes. The Duty Supervisors also work closely with the Box Office Services Manager, providing support as required to deliver continuous improvement to the customer’s experience. 

The position is based at Sydney Theatre Company, Wharf 4/5 15 Hickson Road, Walsh Bay. 

Hours of Work  

Customer Service Representatives are employed as casual employees of Sydney Theatre Company.  

Period of work 

• This role is intended to cover the onboarding, training and supervision of Customer Service Representatives during the 2027 season on-sale period. Must be available between August - November.
• During this time, you will need to be available for a minimum of 4 shifts per week, Monday to Saturday. The shift times are between 8:45am – 6.45pm, and are expected to be between 4 - 8 hours in length (subject to change). Must be available to supervise evening shifts, including Saturday's.
• Training for Customer Service Representatives is anticipated to take place between 1st September – 4th September, though these dates may be subject to change. Must be available for this training period.

 Salary and Entitlements 

• Hourly rate: $49.78 (including 25% casual loading)
• 2 complimentary tickets to all STC productions showing during the period of employment (subject to availability, excluding Saturday Evenings) 

Application

If you're interested in applying click on "I'm interested" and upload a copy of your current CV and a cover letter addressing how you meet each of the following selection criteria (this should be no more than 1-2 pages in length).  

 Applications without a covering letter will not be responded to. Applications that do not address how they meet the selection criteria will not be responded to. 

Selection criteria: 

• Proven experience delivering high-quality customer service across multiple channels ideally within a Performing Arts environment 
• Ability to manage complaints and complex enquiries with professionalism and empathy
• Strong experience with ticketing and CRM systems (Tessitura preferred) to manage bookings, exchanges, and customer data including reporting 
• Excellent written and verbal communication skills, with a high level of accuracy and attention to detail 
• Demonstrated ability to adapt quickly to changing workflows and work patterns, showing flexibility and responsiveness in dynamic environments 
• Demonstrated ability to manage administrative tasks such as reporting, inventory tracking, and reconciliation 
• Experience in supervising a team in a customer service environment, preferably Box Office 
• Proven ability to plan and prioritise under pressure 
• An interest and appreciation of the art form of theatre, especially in an Australian context 

The closing date for applications is Tuesday 28 July 2026 5pm – applications after this time will not be considered – no agencies please. 

The Sydney Theatre Company encourages applications from Aboriginal and Torres Strait Islander people, people with a disability, mature age workers, people from diverse cultural and linguistic backgrounds and lesbian, gay, bisexual, transgender, intersex and queer (LGBTI+) people. 

Please note, applications which do not address the selection criteria will not be accepted.  

To be eligible to apply for this role applicants must have Australian work rights.