Customer Experience Team Member

ATG Entertainment Limited; Oxford; On-site; GBP 18,000 - 24,000; Full time

Job summary

ATG Entertainment Limited is seeking a Customer Experience Team Member in Oxford. You will work across front of house, welcoming guests, scanning tickets, serving drinks, handling merchandise, and ushering in the auditorium while ensuring safety and adherence to policies.

Flexibility to work evenings and weekends is essential, with training provided. You will collaborate with Box Office and Security Teams to deliver an outstanding guest experience at events.

Qualifications

• Customer experience focus and care about quality.
• Able to greet customers and handle queries confidently.
• Willingness to work evenings and weekends as required.

Responsibilities

• Greet and engage audience, making them feel welcome and valued.
• Answer queries and provide timely information and guidance.
• Promote products and services, including food, drinks, merchandise and DAS.
• Maintain knowledge of venue, shows and offerings to upsell when appropriate.
• Handle stock safely and support risk management policies.
• Work collaboratively and take initiative to complete tasks.

Skills

Customer service

Sales ability

Communication

Teamwork

Observant

Proactive

Job description

Customer Experience Team Member

As part of the Customer Experience team, you will report to the Customer Experience Management Team and whilst on shift the Duty Manager and Supervisors.

You will also work alongside our Box Office and Security Teams at the entrance to the venue, some of your tasks may overlap with theirs 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. This includes welcoming customers, scanning tickets, serving drinks and snacks behind the bars and when applicable Merchandise, selling ice cream and programmes around the venue as required, and Ushering in the auditorium, which includes greeting our audience members, directing them to their seats and making sure they are safe and adhering to rules and policies.

You must be aged 18+ for this role and evening and weekend availability is essential. Please note, your role may also 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 our Delivered at Seat (DAS) service as well as merchandise, programmes or packages, ensuring an engaging sales approach to customers that encourages further purchases.
• Knowledge and understanding of our sales targets and working to exceed them.
• Ensure the accurate and safe handling of 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.

All relevant training will be provided.

Essential

• 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 able to communicate clearly and effectivelyBe proactive, decisive and hard working
• 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 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 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 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 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.