Customer Experience Team Member | New Theatre | Fixed Term

Wycombe Swan Theatre; Cardiff; On-site; GBP 15,000 - 21,000; Part time

Job summary

New Theatre Cardiff, part of Trafalgar Entertainment, is recruiting a Customer Experience Team Member for the pantomime season. You will work in the busy hospitality and events spaces, delivering exceptional guest service and supporting bar operations.

The role requires teamwork and the ability to maintain high standards in a fast-paced live venue. Fixed-term contract for the festive period, 20 hours per week, based in Cardiff.

Qualifications

• Attention to detail in written, numeric and verbal tasks.
• Strong communication and listening skills with the public and stakeholders.
• Understanding of health and safety legislation and food hygiene.
• Ability to provide excellent customer service and handle complaints.
• Flexibility to adapt to business needs and work calmly under pressure.
• Previous experience in theatre or entertainment venues is advantageous.
• Knowledge of current safety, licensing and hygiene regulations.

Responsibilities

• Work on bars and maintain high service standards and food hygiene.
• Sell and promote products and merchandise.
• Welcome guests with a personable, genuine touch and ensure they feel valued.
• Collaborate with the venue team to support hospitality, conferences and private events.
• Implement service standards and housekeeping for hospitality spaces.
• Promote a positive, inclusive and professional working environment.

Skills

Attention to detail

Communication skills

Health & safety

Customer service

Calm under pressure

Theatre/venue experience

Budgeting/food hygiene knowledge

Job description

Customer Experience Team Member | New Theatre | Fixed Term

New Theatre Cardiff opened its doors in 1906! It has established itself as Wales' leading live entertainment venue, with a wide array of top-quality musicals, drama, comedy, dance, family shows, one-night events, and pantomime.

ABOUT THIS ROLE

We are looking for people to join our Customer Experience Team to cover our busy pantomime season including the Christmas period. The main responsibilities of the role will be:

• Work on the bars and maintaining excellent standards of service and food hygiene procedures
• To sell and promote products/merchandise.
• Welcome our guests to the venue with a personable, genuine touch, ensuring no individual leaves without feeling like a valued and appreciated customer.
• Collaborate with the venue team to ensure the set up and delivery of hospitality, conference and private events.
• Implement service standards, standard operating procedures and all housekeeping and setup of our hospitality spaces.
• Promote a positive, inclusive and professional working environment

ABOUT YOU

We are looking for individuals that can work as part of a team and individually to achieve and deliver our values:

CREATIVITY: CREATIVE TO THE CORE

• We are curious, courageous and ambitious.
• We challenge rules and push boundaries in pursuit of excellence.
• We empower people and give them the tools to innovate.

COLLABORATION: BE BRILLIANT - COLLABORATE

• We use innovative ideas and partnerships to grow our business for our stakeholders.
• We work together to develop our people and our industry.
• We collaborate across the group to benefit everyone.

EXCELLENCE: EXCELLENCE EVERY DAY

• We aim for nothing less than excellence in everything we do, every day.
• We take responsibility for our actions, honour our commitments and act professionally at all times.

RESPECT: RESPECT EVERYONE’S CONTRIBUTION

• We build an open and tolerant company culture through mutual respect and trust.
• We support individuals and create opportunities for them to succeed.
• We commit to furthering diversity.
• We value transparency and deal honestly with stakeholders and partners, welcoming all feedback.

KEY ATTRIBUTES

• An exceptional eye for detail for written, numeracy and verbal communication.
• Strong communication and listening skills when dealing with colleagues, members of the public, key stakeholders and industry colleagues.
• Understanding of health and safety.
• Provide excellent customer service and can effectively deal with criticism and complaints.
• Flexible to adapt to the business needs and work calmly under pressure.
• Previous experience working in theatre or an entertainment venue.
• To understand and have a working knowledge of all current Health and Safety legislation, Licensing regulations and Food Hygiene legislation.

about trafalgar entertainment

Founded by Sir Howard Panter and Dame Rosemary Squirein 2017, Trafalgar Entertainment is an award-winning global live-entertainment business, producing plays and musicals, theatre and venue ownership and operations, live music and comedy, events and hospitality, Performing Arts education, ticketing, the distribution and filming of event cinema and TV live-streaming innovative content through Trafalgar Releasing Ltd (from David Tennant in Macbeth to Taylor Swift).

Trafalgar Entertainment is home to Trafalgar Theatres (with 23 venues in the UK, Sydney, London, and across the UK), including four London Theatres - Trafalgar Theatre, The Bridge Theatre, and the new British Airways Theatre, Olympia.

We are passionate about entertainment, audiences, and the live experience and we value Creativity, Collaboration, Excellence and Respect.

KEY INFORMATION

Position Title

Customer Experience Team Member

Location

New Theatre

Contract & hours

Fixed Term (23.11.2026 - 03.01.2027) - 20hrs per week

Annual Leave

N/A

Salary

£12.85

Closing date

10.11.2026 (Please note that vacancies may close early if required)

Job Description

Download a full Job Description

Details

£12.85 per hour

Location: Cardiff, CF10 3LN, GB