Customer Experience Team Member

Job description

About

The Customer Experience Team Member Role

Part of the Customer Experience team, you will report to the Customer Experience Manager, Deputy Customer Experience Managers, Assistant Customer Experience Managers, Duty Managers and Supervisors on shift.

This is a varied role which involves working in all areas of Front of House including welcoming customers, scanning tickets, serving drinks and snacks behind the bars and Merchandise, selling ice cream and programmes in the auditorium, and showing people to their seats.

Evening and weekend availability is essential for this role.

Please note, your role may 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 Delivered at Seat (DAS), merchandise, programmes or packages, ensuring an engaging sales approach to customers that encourages further purchases.
Know and understand our sales targets and to work to exceed them.
Ensure the accurate and safe handling of cash and 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.

If you have most of the essential criteria we encourage you to apply, and welcome transferable skills from other industries or backgrounds. All relevant training will be provided.



The essential criteria of a great member of the team are:

• 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.

• Communicate effectively.

• Be proactive, decisive and get things done.

• Think creatively.

• Have ambition and drive.

• Have a flair for sales.