Join Our Team - Customer Experience Assistant (part-time, permanent)
Purpose of job
The Customer Experience team includes both the Bar & Sales functions and the Front of House Sales & Customer Service functions. We currently have permanent, annualised roles within the Customer Experience team available for 12 hours per week over Thursdays, Fridays and Saturdays.
The team’s core purpose is to provide a friendly, fast, and efficient sales service while also ensuring every visitor feels welcome, safe, and comfortable throughout their visit.
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, Friday or Saturday afternoons (from noon).
Across the Customer Experience team, we 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.
About you
The ideal candidate will enjoy working with the public and demonstrate a friendly, approachable manner. You will have an interest in the 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 description.
It is essential that you are available to work on the days and times specified.
*Due to this role involving the sale of alcohol, we can only accept applications from people at least 18 years of age.
About us
Leeds Heritage Theatres is a registered charity united by a single cause; to bring people together, create the extraordinary and provide a positive environment in which to entertain and educate.
Our three venues – Leeds Grand Theatre, City Varieties Music Hall and the Hyde Park Picture House – collectively present the very best in live performance, music, comedy and film; drawing audiences of around 350,000 a year from the Leeds city region and beyond.
We’re proud of who we are and what we do. With our combined, unique skills, we make a real difference. We inspire one another. We become stronger. Everyone is welcome to share in this labour of love.
Salary and Benefits
Contract Type: Permanent. Annualised hours – paid at 12 hours per week
Responsible to: House Managers
Salary: £12.71 per hour
Holiday entitlement: 4 weeks plus Bank Holidays (increasing with length of service)
Benefits
- 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: Three months
Notice Period: One month
Hours: 12 hours per week (3-4 shifts). To work shifts over Thursday (matinee and evening), Fridays and Saturdays (matinee and evening), other shifts may be available.
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 five 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 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)
The deadline for applications is Wed 20 May at 9am. Interviews to be held w/c Mon 25 May, inductions w/c Mon 1 June.
If you have any questions about the role or the recruitment process, please contact humanresources@leedsheritagetheatres.com.
Application questions
- What experience do you have of working in a team under pressure and to tight timescales? You should give specific examples, including where you worked and what your role was. Be clear about your own role in these examples.
- Our buildings can be very busy pre-show and during the interval. Tell us about your experience of working in similar fast-paced environments where you need to multitask and prioritise. You should give specific examples, including where you worked and what your role was. Be clear about your own role in those examples.
- Certain situations can be particularly challenging. Tell us about a time when you have been involved in de-escalating a situation? What happened, and why do you think it was successful?
- What does great customer service look like to you?
- Please let us know if you have any of the desirable qualifications set out in the person specification for this role. You should tell us what qualification you have, when you did the training, and who provided the training (for example, the name of the employer or educational establishment). We may ask you to provide a certificate for any training you tell us you have completed. The relevant training/qualifications include: any customer service training, a Welcome Host certificate (or equivalent), a First Aid at Work qualification (or other first aid training), and/or a Food Hygiene Certificate.
Our organisation is actively seeking applications from people from the global majority and those with a disability.