Join Our Team - Customer Experience Assistant (Casual) - Customer Service
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 FOH team, helping us deliver excellent customer service while supporting our work through proactive sales and income generation.
While events and performances can occasionally take place at any time, our usual working hours are Monday to Saturday evenings (from 5pm). In addition, daytime performances may be scheduled on Wednesday, Thursday, Saturday and occasional Friday afternoons (from noon).
Our Customer Experience team engage with a wide range of visitors, offering a warm welcome to everyone who comes through our doors. We are committed to making our venues and experiences as accessible and inclusive as possible for all.
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 like working with the public and demonstrate a friendly, 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 consistently deliver the highest standards of customer service by listening attentively, responding with confidence and professionalism, and handling queries with knowledge, understanding, and warmth.
Enthusiasm, positivity, and a can-do attitude are essential, along with a willingness to learn and grow as part of our team.
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.
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 six 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 Bar 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.
- Our buildings can be very busy pre-show and during the interval. Tell us about your experience of working in similar environment where you are asked to do several things at the same time, and you need to prioritise. What was the situation; how was it busy? How did you decide what to do first? How would you apply that process to other situations?
- Tell us about a time when you have been involved in de-escalating a situation? If you can, give an example that relates to an issue with a customer. Tell us what the situation was and how it arose, and what you personally did to de-escalate things. What was the outcome? What did you learn from that example?
- What does great customer service look like to you?
- 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?
- 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.
Our organisation is actively seeking applications from people from the global majority and those with a disability.