POSITION: Customer Experience Coordinator
LOCATION: Adelaide Fringe Head Office & Festival Sites
REPORTS TO: Senior Customer Experience / Accessibility Cooordinators
START DATE: 24 November 2025
END DATE: 22 March 2026
SALARY: $65,000 per annum (pro rata), plus 12% superannuation
EMPLOYMENT: Full time (Fixed Term)
POSITION SUMMARY
As a Customer Experience Coordinator, you are a frontline leader ensuring Adelaide Fringe audiences, artists and venues receive the best possible festival experience. You will lead the daily operations of box offices, call centre, mobile teams and information points, taking responsibility for staff performance, site standards, and customer service delivery.
This is a hands-on leadership role where you will direct and motivate Supervisors, Assistants and Volunteers, manage site logistics, troubleshoot ticketing and operational issues, and ensure Adelaide Fringe’s policies and procedures are applied consistently. You will also play a key role in the rollout of our e-ticketing system, assisting artists and venues with Red61 Front of House technology and leading your team in its use.
Working under the guidance of the Customer Experience Manager and Senior Coordinators, you will run your site with confidence and autonomy, while escalating higher-level issues when required. You will be an energetic and solutions-focused leader who thrives in fast-paced environments and brings positivity, clarity and direction to every shift.
ORGANISATIONAL RELATIONSHIP
Department: Customer Experience (Ticketing)
Supervises: Customer Experience Supervisors, Customer Experience Assistants, and Adelaide Fringe Volunteers
Internal Liaisons: Fringe Director & Chief Executive, Executive Leadership, Department Heads and Managers, Senior Coordinators and other Adelaide Fringe staff as required
External Liaisons: Adelaide Fringe Customers, Promoters, Venues and Artists, Consultants and Contractors
KEY RESPONSIBILITIES
Team Leadership & Operational Delivery
- Lead the daily operations of box offices, call centre, mobile teams and information booths
- Manage and motivate shift teams, ensuring strong customer service and positive team culture
- Allocate tasks, monitor performance, and provide on-the-ground leadership during shifts
- Assist with rostering staff resourcing, including responding to daily changes
- Oversee merchandise sales, stocktakes and fulfilment at your site
- Deliver Adelaide Fringe’s Christmas Activation/s as part of the CX team
Systems & Ticketing
- Deliver high quality customer service including ticket, voucher, membership and merchandise sales
- Perform advances ticketing functions such as exchanges, refunds and troubleshooting
- Lead your team in the use of Adelaide Fringe’s ticketing system (Red61)
- Assist artists and venues with Red61 Front of House technology during the festival
- Ensure compliance with PCI data standards and ticketing policies
Process Improvement & Compliance
- Uphold Adelaide Fringe policies, WHS standards, and accessibility provisions across all customer-facing operations
- Ensure your team is inducted, briefed, and operating within agreed procedures
- Maintain accurate reporting and shift documentation
- Provide feedback to senior staff on process gaps, customer trends or operational improvements
ESSENTIAL / DESIRABLE CRITERIA
Education & Experience
- Demonstrated experience in a ticketing, box office or customer service leadership role in festivals, events or venues
- Experience leading teams of staff or volunteers in a fast-paced environment
- Familiarity with ticketing systems (Red61 or similar)
- Strong computer literacy across Microsoft Office, Google Suite and digital tools
- Ability to work evenings, weekends and public holidays across a rotating roster
- Desirable: Experience with rostering systems such as Employment Hero
- Desirable: Experience in an open-access arts festival
Soft Skills & Personal Attributes
- Confident, positive leader who motivates teams and sets the tone on shift
- Calm under pressure with strong problem-solving skills
- Excellent communicator with customer-first mindset
- Organised and detail focused while managing multiple priorities
- Flexible, approachable and collaborative
KEY COMPETENCIES
- Leadership and team management
- Ticketing systems and digital tools
- Customer service excellence
- Operational logistics and compliance
VALUES
It is required by all staff to embrace the Adelaide Fringe values:
- Creative
- Adaptive
- Persistent
- Collaborative
- Passionate
MANIFESTO
It is required by all staff to embrace the Adelaide Fringe Manifesto:
1. We believe in challenging artists to be brave and audiences to be braver. Be brave with us.
2. We believe that we can inspire audiences to take risks, be inspired and DO IT AGAIN!
3. We believe in collaboration and that we can only push creative boundaries and innovate if we work together.
4. We are committed to cultural diversity, inclusivity, acceptance and continuously educating ourselves and others.
5. We believe in the cultural, social and economic force of the Fringe and the Arts.
6. We believe the Fringe is an important driver for South Australia – it drives outcomes for artists, venues, communities, businesses and the state.
7. We are committed to delivering a Fringe that offers the best possible experience to artists, venues and audiences.
8. We believe in the WOW! … a festival should transform a place and can transform your mind.
9. We are committed to minimising our impact on the environment and maximising our social impact on people’s lives.
10. We listen and we are committed to continuous improvement.
