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Access officer

Access officer

locationEdinburgh, UK
ExpiresExpires: 21/04/2024
Front of House / Customer Service
Fixed term contract
Junior

Closing date for applications: Sunday 21 April 2024, 23:59 

Interviews: w/c 6 May and 13 May 2024

Salary: £13.88/hour

Fixed term: Tuesday 11 June – Monday 26 August 2024, full-time

 

Help make this book festival as accessible as possible while building on your customer service skills in a festival environment. 

The Edinburgh International Book Festival brings leading and emerging Scottish, UK, and international authors and thinkers together to inspire each other and audiences through an extensive programme of public events, including conversation, interactive activities, and performance. The Book Festival takes place in person in Edinburgh but has a significant digital offering to reach authors and audiences around the world.

This is an exciting opportunity to work with a wide range of teams, external stakeholders and customers to help make the Book Festival as accessible as possible. The Access Officer act as a point of contact for our audience, coordinating our accessible programming and liaising with contractors supplying our BSL and caption provision. They will update our reserved seating database, contact customers to confirm requirements and manage access ticket bookings, including group bookings.

 

Responsibilities

  • Booking BSL interpreters and captioning services as required
  • Being a point of contact for different accessibility partners
  • Working closely with the Site and Production team to make sure the Festival site is as accessible as possible
  • Working with the Programme team on specified events
  • Contacting customers to confirm access requirements
  • Advising on facilities provided and suggesting suitable events in the programme to customers
  • Collating materials and information that make the Festival more accessible for audiences e.g. Easy Read guides, maps, visual guides
  • Maintaining our reserved seating database and generating seating reports 
  • Working with groups such as Artlink to book tickets
  • Liaising with the FOH team and Box Office to ensure access requirements are communicated correctly during the festival
  • Handling access bookings and issuing tickets using the Red61 ticketing system by phone, in person and by post
  • Resolving customer queries and providing excellent customer care at all times
  • Staffing the on-site Access and Information desk during the Festival and acting as point of contact for site access requirements
  • Collating feedback and recommendations, leading on debrief meetings with customers, partners and stakeholders for the evaluation and future development of our processes and systems
  • Sharing best practice examples of access provision to staff team, including training opportunities and online resources 
  • Engage in sustainable practices while in the workplace and adhere to the Book Festival’s environmental sustainability policies
  • Any other duties as required by the Box Office Manager

 

Knowledge, skills and experience

Essential

  • Commitment to high levels of customer service, with experience of dealing with customers both in person and on the telephone
  • An understanding of the broad range of barriers that can prevent people accessing the Festival
  • Self-motivated and passionate about improving access and inclusion
  • Strong communications skills and the ability to interact with a wide range of people
  • Empathy and the ability to maintain confidentiality
  • A positive, flexible attitude and calm manner under pressure
  • The ability to work on own initiative and as part of a team, and to advocate for others if necessary
  • Strong administrative and IT skills

Desirable

  • Previous experience working in the field of accessibility and inclusion
  • Experience of Box Office ticketing systems, in particular Red61 ticketing
  • Experience in a festival or arts venue
  • Ability to use British Sign Language

 

We welcome and encourage applications from candidates who are under-represented in the creative industries.

Please make sure that you state in your application that you found this role via Creative Access.

Required degree level

  • Level 4 (e.g. Higher National Certificate)

Level of experience

  • Junior

Required skills

  • MS Outlook
  • Mobile Devices