Customer Experience Coordinator

POSITION: Customer Experience Coordinator

LOCATION: Adelaide Fringe Head Office & Festival Sites

REPORTS TO: Assistant Customer Experience Manager

EMPLOYMENT: Full time (Fixed Term) – 7-day rotating roster during festival period

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 coordinate the daily operations of box offices, call centre, mobile teams and information points, taking responsibility for staff performance, site standards, and customer service delivery.

Ahead of casual and volunteer onboarding, you will be a direct point of contact for customers, personally delivering sales, calls and administrative support before transitioning into a leadership and escalation role as the wider team scales up.

This is a hands-on 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 leadership of the Assistant Customer Experience Manager, and at the direction of Head of Customer Experience, you will be able to operate with confidence and autonomy, while escalating higher-level issues when required. You will be an energetic and solutions-focused team player who thrives in fast-paced environments and brings positivity, clarity and direction to every shift.