Customer Experience Team Member

ATG Entertainment; Manchester; On-site; GBP 12,000 - 18,000; Full time

Job summary

ATG Entertainment in Manchester is seeking a Customer Experience Team Member to join a fast-paced, lively venue environment. The role involves welcoming guests, taking orders, serving drinks, scanning tickets, and guiding guests to their seats during performances.

The position requires evening and weekend availability and is a zero-hour contract. You will work across two venues, The Palace Theatre and Opera House Manchester, with shifts varying by performance calendar.

Qualifications

• Excellent customer service experience.
• Have a great work ethic and work well with others.
• Care about people and providing a quality experience.
• Relate well to others and understand their needs.
• Be observant and focused on the customer.
• Be motivated, decisive and get things done.
• Proactive and flexible attitude, particularly in approach to unsociable / long working hours.
• Sales experience including upselling and suggestive selling.

Responsibilities

• Proactively suggest and upsell products from the bars, kiosks and merchandise, ensuring licensing laws are adhered to.
• Know and understand sales targets and work to exceed them.
• Work collaboratively as a team member.
• Meet, greet and engage with customers, ensuring they feel welcomed and valued.
• Direct customers and assist with queries.
• Maintain up to date knowledge of the venues, shows and products.
• Scan tickets before allowing entry to the venue.
• Ensure accurate and safe handling of stock in line with company procedures including manual handling.
• Monitor customer behaviour and address issues in line with company procedures.
• Proactively identify risks towards our customers and staff and manage/report as required.
• Be observant of any health, safety or security risks to our customers and staff and manage/report as required.
• Ensure risk management policies and guidance are complied with.
• Complete in person and online training on a regular basis.
• Identify tasks that need to be done and ensure they are completed.

Job description

Customer Experience Team Member

Are you great withpeople andlooking for something a little bit different?

Do you thrive in a fast-paced, exciting environment and love a challenge?

Can you engage with customers confidently andanticipatetheir needs?

If so, we are looking for fantastic people likeyou to support ourManchester Venuesasamember of our Customer Experience Team.

Full of variety, this role is both fun and challenging.You’lltake responsibility for a range of tasks as part of a friendly, passionate, and ambitious team, working in our unique venues with a busy programme of events.

If you have the skills to achieve our goals and an affinity for our values,we’dlike to hear from you!

Experience from within the entertainment sector is not essential and we actively encourage applications from people from the widest range of backgrounds, including those currently under-represented in this industry.

You do need to be aged 18+ for this position as this role involves the handling and sale of alcohol. Evening and weekend availability is essential.

Screener Phone Call: 7th– 17thSeptember 2026

InPerson AssessmentDate:23rdSeptember 2026

Induction Dates: 6thor7thOctober 2026

You must be available to attendtheassessmentand induction date to be successful.

Customer Experience Team Member

The Role:

As part of the Customer Experience team, you will report to theAssistant Customer Experience Managerand Supervisors on shift.

This is a varied role which involves working in all areas of Front of House which includes welcoming customers, scanning tickets, serving drinks and snacks behind the bars andkiosks,delivering orders to guests in their seats,selling ice cream and programmes in the auditorium andguidinggueststo their seats.

This role is based across 2 venues(The Palace Theatre and Opera House Manchester) and as such shifts will be scheduled for both venues depending ontheperformance calendar. Evening andweekend work isessentialfor this role. The role is a zero-hour contract. Shifts offered are varied dependent on the performance calendar.

KeyResponsibilities

• Proactively suggest andupsell products from the bars, kiosks and merchandiseensuring licensing laws are adhered to.

• Know and understand sales targets and work to exceed them.

• Work collaboratively as a team member.

• Meet,greetand engage with customersensuring theyfeel welcomed and valued.

• Direct customers andassistwithqueries.

• Maintain up to date knowledge of the venues,showsand products.

• Scan tickets before allowing entry to the venue.

• Ensureaccurateandsafe handling of stock in line with company proceduresincluding manual handling.

• Monitor customer behaviour and address issues in line with company procedures.

• Proactivelyidentifyrisks towards our customers and staff and manage/report asrequired.

• Be observant of any health, safety or security risks to our customers and staff and manage/report asrequired.

• Ensure risk management policies and guidance arecomplied with.

• Complete in person and online training on a regular basis.

• Identifytasks that need to be done and ensure they are completed.

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

YourSkills,Qualities, andExperience

If you have most of the essentialcriteria,we encourage you to apply, and welcome transferable skills from other industries or backgrounds. We can give experience of any desirablecriteriabutmay also use them to decide between candidates for this role.

Essential

• Excellent customer serviceexperience and skills.

• Havea great workethicand work well with others.

• Care aboutpeople andproviding aqualityexperience.

• Relate well to othersand understand their needs.

• Be observant and focussed on the customer.

• Bemotivated, decisive and get things done.

• Proactive and flexible attitude, particularly in approach to unsociable / long working hours.

• Sales experience including upselling and suggestive selling.

Desirable

• Experience with bar work.

• Experience in a fast paced and/or high-volumeenvironment.

• Remain calm under pressure.

• Experience selling age-restricted products.

• Experience within the hospitalityindustry.

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.

We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.

If you’d like to discuss accessibility prior to applying, please email [e-mail] for a confidential discussion.