Customer Experience Team Member

We are looking for confident and engaging customer-focussed individuals to join our Customer Experience Team.
Our Customer Experience Team Members are responsible for delivering an excellent, helpful and consistent customer experience to our diverse audiences in our Theatres and Filmhouse.
Applicants should be pro-active and passionate with the ability to remain calm under pressure.

Job Purpose

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

Key Duties & Responsibilities

Customer Experience

• Comply with the Royal & Derngate’s experience standards to provide an excellent customer experience for every customer.
• Ensure the Theatre/Filmhouse 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.
• 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 Customer Experience Managers, 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 Customer Experience Supervisors or Managers.
• Wear and maintain the uniform provided and inform management of any damage or loss.

For further information about Royal & Derngate and to view the full job description, please see our website (Large Print & Audio available).

Hours

• No Guaranteed Hours.
• Shifts allocated in advance of following month based on specified availability.
• 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.
• We are unable to accept applications for candidates that only have availability out of term time.

Benefits

• Contributory staff pension, 5% employee and 3% employer
• Free Employee Assistance Programme run by Health Assured
• Complimentary tickets available on selected shows throughout the year
• 10% discount at our bars and theatre shop

Essential Skills

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 communication skills.
• 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
• Problem solving skills

Desired Skills

Experience

• Direct Sales and experience of up-selling in a busy environment
• Visual display and merchandising
• Working with EPOS systems

Knowledge/Qualifications

• Food Hygiene Level 2

Closing Date: Sun 9th July 2023
Interviews: WC- 17th & 24th July 2023
Training: Mon 4th- Wed 6th September 2023

How To Apply

Please submit your CV.

You will then receive an email from us to acknowledge your application which will include a link to complete a video questionnaire, availability form and an equal opportunities monitoring form.

We are an inclusive organisation, committed to fair recruitment, and equality of opportunity. We particularly welcome applications from those whose backgrounds are currently under-represented in our workforce and in the Arts more widely. We want to encourage socio-economic diversity, as well as representation from ethnically diverse groups, people who identify as D/deaf and disabled and/or those who identify as LGBTQ+.

About Company

Royal & Derngate Northampton is the main venue for arts and entertainment in Northamptonshire, with attendances for live events and films numbering 358,000 last year, and an additional 119,000 seeing its work on tour at over 100 venues. Named Regional Theatre of the Year in The Stage Awards in 2011 (and nominated again in 2016), the theatre won the UK Theatre Awards for Best Presentation of Touring Theatre in 2015 and Best Touring Production in 2016 for The Herbal Bed, and The Stage Ensemble Award and a Fringe First for Education, Education, Education in 2017.

Essential 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 communication skills.
• 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
• Problem solving skills