Join Our Team - Customer Experience Assistant (Casual) - Bar
Purpose of job
The Customer Experience Team is comprised of the Bar & Sales functions and the Sales & Customer Service functions (Front of House*).
The main purpose of the team is to offer a friendly, fast and efficient sales service to customers, as well as to be welcoming and ensure their safety and comfort during their visit.
We are looking for Casual Customer Experience Assistants to join our Bar team, helping us deliver excellent customer service while supporting our work through proactive sales and income generation.
As part of the Bar team, you will help prepare our bars for service, welcome and serve customers, take interval orders and help maintain clean, safe and welcoming bar areas.
Leeds Heritage Theatres operates seven days a week, with performances and events taking place during both daytime and evening hours. Our greatest staffing requirement is currently on Thursday, Friday and Saturday evenings, although shifts may also be available at other times.
This is a casual role. You tell us when you are available, and shifts are offered according to the needs of the business. You are not required to accept every shift offered to you, but once you accept a shift, we expect you to work it.
*Front of House is a theatre term used to describe the public-facing areas of the venue, while Back of House refers to the areas used by performers, production teams and theatre staff.
About you
The ideal candidate will enjoy working with the public and have a friendly and approachable manner.
You will have an interest in performing arts and cultural organisations, along with a passion for supporting our work through income generation.
You will be comfortable working in a busy, fast-paced customer-facing environment and committed to providing excellent customer service. You will listen attentively, respond confidently and professionally to customer queries and take a proactive approach to sales.
You will be a supportive team player with enthusiasm, positivity and a can-do attitude, as well as being reliable and willing to learn.
You should be open to welcoming the diverse range of visitors and audiences who come through our doors. At Leeds Heritage Theatres, we are committed to building a future where both our audiences and our staff reflect the rich diversity of the people of Leeds. We warmly encourage applications from the widest possible range of candidates.
Experience of working in a busy retail, bar, café or other customer-facing environment would be beneficial.
For full details of the role please see the job pack.
Due to this role involving the sale of alcohol, we can only accept applications from people at least 18 years of age.
About us
As a proud Leeds charity at the heart of the city’s cultural life, we inspire connection, nurture talent and make the arts accessible to all.
Across Leeds Grand Theatre, City Varieties Music Hall and Hyde Park Picture House, We present the very best in live performance, music, comedy and film, welcoming around 350,000 audience members each year. We create places where stories are shared, ideas explored and creativity thrives – supporting artists, engaging communities and keeping Leeds’ cultural heartbeat strong.
When we come together, extraordinary things happen. Join us and play your part in shaping something special.
Salary and Benefits
Contract Type: Casual
Responsible to: Customer Experience Manager
Salary: £12.71 per hour
Holiday entitlement: Holiday entitlement is accrued and paid monthly
Sick pay: Colleagues engaged on casual terms may be entitled to Statutory Sick Pay from the first day of sickness, subject to the applicable eligibility requirements
Benefits
- Generous average salary pension scheme
- Regular staff offers and discounts for our own venues and local businesses
- Free to use Employee Assistance Programme that supports your health and wellbeing
- Personnel investment and training
Probation Period: Ten shifts
Hours: Flexible and variable depending on your availability and business needs. All shifts are paid at a minimum of 3.5 hours
To apply
Applications are made by online form. Please note, the form must be completed in a single session. It cannot be saved and resumed later. As well as the standard details such as name, contact information and references, the form includes seven questions (all listed below) designed to prompt thoughtful, focused answers to highlight your experience, ability and understanding of the role. Each question has a maximum response limit of 4,000 characters.
Please be aware that we are also currently advertising a role on the Customer Service side of the team. If you wish to apply for both roles, you must complete two separate application forms.
We will make reasonable adjustments for candidates who are disabled and whose disability makes it more difficult to complete the form; for other candidates, we will not accept email or CV applications.
(Please note: In a departure from the process set out in the recruitment pack, for this post, you will apply and provide disclosure information through a single online form. Please do not submit a CV and cover letter, as these will not be considered)
The deadline for receipt of applications is Mon 2 November at 9am.
If you need any reasonable adjustments to apply, please contact humanresources@leedsheritagetheatres.com.
Application questions
- Are you at least 18 years old, and willing to sell alcohol? We cannot accept applications for this role from people who are not yet 18 years old.
- What experience do you have of working in a fast-paced customer-facing or retail environment where delivering excellent customer service and maximising sales were priorities? Give specific examples and be clear about your own role in those examples. If you have worked in a café or bar, tell us about that here.
- Tell us about a time when you worked as part of a team in a busy or pressured environment, particularly when working to tight timescales. What did you personally do to support the team and ensure the work was completed effectively? What was your role and what did you do?
- Do you hold any of the qualifications listed in the desirable criteria, such as Welcome Host, First Aid, or Food Hygiene? If so, tell us what training you did, who provided the training and when you did it.
- Leeds Heritage Theatres operates seven days a week, with shifts available across daytime and evening performances and events. Our greatest staffing requirement for this role is on Thursday, Friday and Saturday evenings. Tell us about your usual availability across the week, including your availability on these evenings, and how working these hours would fit alongside your other commitments.
- How would you approach creating a welcoming, inclusive and accessible environment at the bar for all theatre visitors, for example people for whom English is not their first language. In your answer you should use examples of things you’ve done in other roles, if you can, and you should think about what other groups of people might need specific support to access our services.
- An interest in the performing arts and cultural organisations is desirable for this role. Tell us about any interests or experience you have in this area. You can still apply even if you don’t meet this criteria; we’ll use this answer to help us choose between candidates who otherwise score the same in the other questions.
Our organisation is actively seeking applications from people from the global majority and those with a disability.