Customer Service Assistant

TEAM4REC; United Kingdom; On-site; GBP 18,000 - 22,000; Full time

Job summary

Team4rec is seeking a Customer Service Assistant to warmly welcome theatre audiences and provide attentive service before shows and during intervals.

You will help ensure a safe, friendly environment, assist with seating, answer questions, and upsell retail items while maintaining high standards of cleanliness and safety in a busy theatre setting.

Qualifications

• Experience working face to face with diverse audiences.
• Excellent interpersonal and welcoming communication.
• Understanding of live performance and safety practices.
• Knowledge of health and safety policies and procedures.

Responsibilities

• Greet theatre guests and assist with seating, tickets, and venue information.
• Safely monitor audiences and maintain a clean, hygienic environment.
• Direct customers to bars, toilets and seating and upsell retail items.
• Assist with events, VIPs, and training of new staff as needed.
• Follow safety rules, fire procedures and GDPR guidelines.

Skills

Face-to-face service

Interpersonal skills

Organisational skills

Pro-active attitude

Deadline oriented

Teamwork

Direct sales/up-selling

Job description

Love people and a great atmosphere? Join our theatre team as a Customer Service Assistant, welcoming audiences and delivering excellent service on our bars before shows and during intervals. As a Customer Service Assistant, you’ll welcome our diverse audiences, deliver excellent customer service, and help create a safe, friendly, and enjoyable environment for everyone who visits.

About the Role Job Purpose:

The Customer service assistants engage with our diverse Theatre audiences, delivering an excellent customer experience in a welcoming, helpful and consistent way whilst ensuring compliance to all safety regulations.

Key Duties and Responsibilities

Customer Experience

• Comply with the Core’s experience standards to provide an excellent customer experience for every customer.
• Ensure the Theatre remains clean, hygienic and is immaculately presented at all times.
• Conduct safety checks and security checks as instructed.
• Understand that customers have questions and be knowledgeable about the theatre, retail operation and current productions in order to answer them.
• Proactively direct customers to the auditorium, toilets and bars.
• Proactively help customers in need of assistance. Resolve minor complaints or issues referring more serious matters to the Customer Experience Management Team.
• Conduct ticket checks, help customers locate their seats and seat latecomers quickly and discreetly at the times prescribed.
• To assist customers who have had an accident or who become unwell; seeking the assistance of trained first aiders.

Health and Safety

• Participate in all required safety and security training and drills.
• Participate in and comply with arrangements laid out in the Company’s Health and Safety Policy and other related method statements, risk assessments and polices.
• Participate in and comply with arrangements laid out in the Theatre’s Fire Risk Assessment and Evacuation Plans including training and rehearsal drills.
• Participate in the theatre’s cleaning and sanitising procedures.

Retail

• Prepare bar and retail point of sale positions in line with hygiene and merchandising standards.
• Proactively sell retail products to customers, with the goal of improving the customer’s experience.
• Make customers aware of any current promotions at the time of sale.
• Prepare any pre-ordered items or drinks.
• Be fully knowledgeable about the entire range of products on sale.
• Ensure that service areas, equipment, cellars and stock rooms are clean and hygienically sanitised.
• Participate in all stock control processes; stock rotation, stock counting, stock deliveries.

General

• Provide reasonable adjustments for access patrons as instructed by the management team, including operating any access equipment.
• Assist with any functions, events, VIPs etc. as and when necessary.
• Assist in the on-going training of new members of staff.
• Any other duties that may reasonably be required as directed by management team.
• Wear and maintain the uniform and inform management of any damage or loss.

Additional Information

• Adhere to all Company Policies and Procedures outlined in the Staff Handbook and Employment Contract.
• To be aware of, adhere to, and implement any legislative requirements consistent with overall duties of this post, with particular regard to Health and Safety Policies and Procedures, GDPR and Equal Opportunities.
• The post-holder must be able to work evenings and weekends to include Friday & Saturday nights and Bank Holidays as these are the core operating times.

You must be aged 18+ years due to the required sale of alcohol

Full job description available on our website

This role is no guaranteed hours, working flexibly to include evenings and weekends as required to support busy periods to ensure the successful delivery of shows.

Requirements

Experience

• Experience of working face to face with diverse audiences
• Experience at working in an engaging and welcoming manner.

Knowledge/Qualifications

• Understanding of, and commitment to, live performance
• Health & Safety

Skills/Abilities

• Excellent organisational skills.
• Excellent interpersonal skills.
• Pro-active, can-do and passionate attitude.
• Ability to meet deadlines and work under pressure
• Ability to work independently or as part of a team.
• Excellent attention to detail

Experience

• Direct Sales and experience of up-selling in a busy environment