Customer Experience Team Member

University of the Arts London; Greater London; Hybrid; GBP 14,000 - 17,000; Full time

Job summary

ATG Entertainment is seeking a Customer Experience Team Member (Fixed Term Seasonal) to join The Piccadilly Theatre, The Ambassadors Theatre and The Fortune Theatre in London. You will greet guests, answer queries, and help with seating, concessions, and merchandise.

Evening and weekend availability is essential. You will work closely with security, box office, and staff to ensure an outstanding customer experience while maintaining safety and accuracy in cash handling and stock control.

Qualifications

• Experience in customer-facing roles.
• Willingness to work evenings and weekends.
• Ability to handle cash and operate POS.
• Knowledge of venue products and services.

Responsibilities

• Greet and engage audience members, ensuring they feel welcomed.
• Answer audience queries and provide information.
• Maintain up-to-date knowledge of shows and products to recommend items.
• Proactively sell food, beverages, merchandise, programmes, or packages.
• Work with the team to exceed sales targets.
• Ensure safe handling of cash and stock according to procedures.
• Identify risks to health, safety, or security and act accordingly.
• Collaborate with staff to complete tasks efficiently.
• Take initiative to identify and complete tasks as needed.

Skills

Customer service

Sales

Communication

Teamwork

Proactive

Tools

POS system

Cash handling

Job description

Customer Experience Team Member (Fixed Term Seasonal)

This is a joint recruitment for The Piccadilly Theatre, The Ambassadors Theatre & The Fortune Theatre. Group interviews for this position will be conducted Monday 2nd November

Part of the Customer Experience team, you will report to the Customer Experience Manager, Deputy Customer Experience Managers, Assistants, Duty Managers and Supervisors on shift.

You will work alongside Security and Box Office Staff at the entrance to the venues, some of your tasks may overlap and we always work together to ensure the customers experience is the best it can be.

This is a varied role which involves working in all areas of Front of House including welcoming customers, scanning tickets, serving drinks and snacks behind the bars and Merchandise, selling ice cream and programmes in the auditorium, and showing people to their seats.

Evening and weekend availability is essential for this role.

Please note, your role may involve working with children or vulnerable people.

Key responsibilities

• Greet and engage with audience members, ensuring they feel genuinely welcomed to the venue and treated appropriately as an important and valued customer.
• Answer audience queries, ensuring that they can access timely and useful information and guidance when they need it.
• Maintain up to date knowledge of the venue, current and upcoming shows, products and other information relevant to customers and to recommend additional products and services as appropriate.
• Proactively suggest and sell products including food and beverages at the bar or through Delivered at Seat (DAS), merchandise, programmes or packages, ensuring an engaging sales approach to customers that encourages further purchases.
• Know and understand our sales targets and to work to exceed them.
• Ensure the accurate and safe handling of cash and stock in line with company procedures.
• Proactively identify risks to customer or staff health, safety or security and take appropriate actions to keep everyone safe. Ensure company Risk Management policies and guidance are complied with.
• Work collaboratively as a team member, working well with others to ensure all required tasks are completed.
• Proactively identify tasks which need to be done and take responsibility for completing them.

Your skills, qualities, and experience.

The essential criteria of a great member of the team are:

• Understand the impact of the role on the customer experience and its importance to the company.
• Have a great work ethic and care about quality.
• Be observant and focussed on the customer.
• Relate well to others.
• Communicate effectively.
• Be proactive, decisive and get things done.
• Think creatively.
• Have ambition and drive.
• Have a flair for sales.

About Us – Our values

ATG Entertainment's values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

• THRIVE doing what we love (with passion and dynamism)
• CONNECT through every act (with collaboration and kindness)
• DARE to do different (with curiosity and courage)
• PERFORM at our best (with customer focus and ownership)

Our Corporate Social Responsibility pillars

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:

• Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
• Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
• Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.

Our culture

You’ll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures.

We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.

Our Inclusion, Diversity, Equity and Access Mission Statement – A Stage for Everyone

Our stages are a platform for compelling stories - stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.

We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.

Skills and Experience Required

• Understand the impact of the role on the customer experience and its importance to the company.
• Have a great work ethic and care about quality.
• Be observant and focussed on the customer.
• Relate well to others.
• Be proactive, decisive and get things done.
• Think creatively.
• Have ambition and drive.
• Have a flair for sales.

Disability Confident Employer

We can confirm that we are a Disability Confident Employer (Level 1-3) who can welcome a wide-range of disabled applicants within our level of training.

We are an Equal Opportunities Employer and welcome applicants from diverse backgrounds, regardless of their race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity and caring responsibility. We are committed to offering a working environment where everyone is valued and feels appreciated.