Commercial Systems & Project Coordinator

ABOUT THE TEAM:

Here’s a few of our recent achievements:

• We’ve transformed our contact centre with a new telephony solution, introducing webchat for the first time, enhanced reporting, and practical use of AI.
• We’ve rolled out Microsoft Teams-certified telephony to key business users.
• We’ve delivered the largest ticketing system upgrade in the organisation’s history, with minimal impact on customers.
• We also refreshed the laptop estate, reducing the average age of equipment and starting to standardise device models across the organisation.

Looking forward, big things are happening in Systems & Technology. We’re delivering a major infrastructure refresh, including new fibre connectivity, upgraded network switching and a complete core infrastructure rollout. For us, this is more than an upgrade; we’re building the digital foundation of Birmingham Hippodrome, enabling new services, improving resilience and creating a platform for innovation for years to come.

ABOUT THE ROLE:

🖥️ This is a hybrid role, with a minimum of 2-3 days onsite per week. During your first few months in the role, this will be higher.

🖥️ Usually standard office hours, Monday to Friday. Evening and weekend work will be rare, but may be required during key projects and deployments.

🖥️ You must be willing to undergo a Basic DBS check.

Job Summary:

The Systems & Technology team oversee key pieces of software that enhance our customers’ experiences, with emphasis placed on building strong links with teams and promoting active dialogue to encourage innovation. This role will be primarily responsible for supporting two key systems that we use, our EPOS system PointOne and venue management software Artifax. The role will also be responsible for supporting the Commercial Systems & Project Manager with the coordination of projects. You will empower staff around the company to use Artifax & PointOne, ensuring data standards are maintained to a high standard, the systems remain easy to use, and documentation is kept up to date.

Working closely with the Visitor Experience team, you will ensure that our systems are well maintained, organised, and accurate. You will provide guidance on running and creating reports to help make informed decisions. You will also work through the internal roadmap for these systems, delivering key process improvements and changes, whilst creating user guides. You will become an integral part of troubleshooting issues that arise with both systems and will contribute ideas to ensure Birmingham Hippodrome get the most out of PointOne and Artifax. You’ll help our users to engage with our systems, knowing that effective usage will streamline their workflows to increase efficiency, and ensure that technology is used in the best possible way to create a positive impact.

You will support through the Jira Helpdesk, and develop and deliver Commercial Systems training. You will also support the Commercial Systems & Project Manager with projects, including support with documentation, requirements and minutes.

ABOUT YOU:

You’ll need strong experience in the use of EPOS, CRM, Venue Management, and Stock Control Systems, including price changes, reporting and analysis. You’ll understand cloud-based deployments, and be familiar with using Microsoft Planner or similar systems. You’ll also have experience delivering training, communicating information to a range of stakeholders, and working in a project/administrative team on IT-based projects. You’ll need a flexible, problem-solving, organised, and self-motivated approach, capable of working under pressure and to deadlines, and maintaining excellent attention to detail.

The ideal candidate will have experience using Artifax and PointOne specifically, plus experience writing user guides and designing training, plus market awareness around technology and innovation.