Customer Relations Advisor

Customer Relations Advisor

Job description

Department: Customer Relations

Responsible to: Customer Relations Manager

Key internal contacts: Customer Relations Supervisor, Deputy Customer Relations Supervisor, Box Office Supervisors, Access and Education Officer, Access Manager.

About Nimax Theatres

Owned by Nica Burns and Max Weitzenhoffer, Nimax Theatres is an entrepreneurial and innovative organisation that owns and operates six theatres in the heart of London’s West End – the Apollo, Duchess, Garrick, Lyric, Palace, and Vaudeville. Additionally, Nica Burns has built an exciting new flexible theatre located at the top of Charing Cross Road, @sohoplace, which has a close operational relationship with Nimax Theatres.

Our theatres currently have a combined capacity of 5,600 seats and, in addition to hosting some of the UK’s most critically acclaimed and successful plays and musicals, present a busy and varied programme of comedy, concerts and children’s theatre.

We are a unique, diverse, loyal team founded on respect. We are here to put on great shows that people want to come and see and deliver a fantastic experience in beautiful buildings.

About this role

To work as part of a team to deliver a first-class service and high standards of customer care.

Key duties and responsibilities

Customer Relations / Call Centre Duties

1. To assist customers with purchasing tickets and managing their orders on the phone, via email and online.
2. Assist with Access and other enquiries about facilities, activities and events.
3. Be familiar with all information pertaining to current and future performances.
4. Capture patron details in compliance with data protection policies and systems.
5. Batch print and despatch tickets.
6. Cross-sell theatre tickets within the Nimax Theatres group in line with the Company’s procedure.
7. Attend in house and externally organised training sessions as required by the Company.
8. Exercise total confidentiality, discretion and integrity regarding information acquired as a result of the position held in the ticketing department.
9. To cover Box Offices in venues across the group as and when required.

Health and Safety

1. Participate in and comply with arrangements laid out in the Company’s Health and Safety Policy and other related method statements, risk assessments and policies.
2. Participate in and comply with arrangements laid out in Fire Risk Assessment and Evacuation Plan including training and rehearsal drills.

This job description is not an exhaustive document but reflects the current position and details may be changed from time to time. The post-holder will be required to carry out any other duties as may be reasonably requested consistent with their job title and status. The duties contained within this Job Description must be performed at all times within the Company’s stated guidelines and operational policies.

Person specification

Essential

1. Exceptional communication and customer service skills.
2. Excellent time management and experience working to deadline.
3. Ability to be flexible in work location across London’s West End.
4. Experience in a similar role.

Desirable

1. Experience in a theatre environment – West End or Regional.
2. Knowledge/use of NLiven or similar Ticketing Software.

Terms & Conditions:

This is a permanent, full-time position.

40 hours per week – 4 x 10 hour shifts – Monday to Sunday.

Salary - £31,033.60 (£14.92 per hour), BECTU pay rates apply.

Place of work - Based primarily in our Ticketing office in Covent Garden, but the company reserves the right to assign the post holder to work at any of our London theatres on a temporary or permanent basis.

Please apply with a CV and covering letter outlining your experience and suitability for the role.

Closing date: 11:59pm on Monday 5th May 2025.

Nimax Theatres Limited is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for employees, job applicants and customers alike. We actively encourage job applications from all backgrounds.