Customer Experience Team Member (Fixed Term)

The Ambassador Theatre Group; Glasgow; On-site; GBP 18,000 - 24,000; Part time

Job summary

The Ambassador Theatre Group in Glasgow is hiring a Customer Experience Team Member for a fixed-term seasonal role. You will work across bars, kiosks, inside the auditorium and at venue entrances as part of a busy front-of-house team.

You will report to the Customer Experience Manager and collaborate with deputies and duty managers. Evening and weekend work is essential. Availability through the Christmas period is highly preferred.

Qualifications

• Be over the age of 18.
• Be passionate about theatre.
• Be driven to deliver excellent customer service.
• Relate well to others.
• Communicate effectively.
• Value the importance of teamwork.
• Think creatively.

Responsibilities

• Greet and engage with audience members, ensuring they feel genuinely welcome 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 other points of sale, merchandise, programmes or packages, ensuring an engaging sales approach to customers that engages further purchase.
• Know and understand our sales targets and to work 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.

Skills

18+

Theatre passion

Customer service

Communication

Teamwork

Creativity

Job description

Customer Experience Team Member (Fixed Term, Seasonal)

You’ll report to the Customer Experience Manager. You will also work closely with the Deputy Customer Experience Managers, Assistant Customer Experience Manager and the Duty Manager on shift. You’ll work as part of a team of Customer Experience Team Members. You will work on Bars, Kiosks, inside the auditorium and alongside Security staff at the door of the venue.

This is a varied role which involves working in all areas of the front of house operation. Evening and weekend working is essential to this role.

• Greet and engage with audience members, ensuring they feel genuinely welcome 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 other points of sale, merchandise, programmes or packages, ensuring an engaging sales approach to customers that engages further purchase.
• Know and understand our sales targets and to work 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.

• Be over the age of 18
• Be passionate about theatre
• Be driven to deliver excellent customer service
• Relate well to others
• Communicate effectively
• Value the importance of teamwork
• Think creatively

Other desirable skills and qualities include.

• Previous bar experience
• The ability to speak a second language, including BSL
• Knowledge of different accessibility needs
• A passion for visual merchandise
• An interest in sustainable practice

This role is predominantly evenings and weekends and only those with availability during evenings and weekends will be considered. We will be offering a minimum of 5 shifts per week over the Christmas period, so candidates with this availability are preferred. Candidates should have good availability in the Christmas period between the 19th of December and 3rd of January.

This role will be fixed term from October 5th 2026 until January 13th 2027, with potential to stay on after.

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.