In Conversation With... Andrew Cole
With Leeds Grand Theatre open again after our period of planned maintenance, we thought there was no better time to celebrate the fantastic work of our Front of House team. So, we sat down with Customer Experience Supervisor Andrew to hear all about life at work and beyond.
Written by Andrew Cole
Describe a day in the life of a Customer Experience Supervisor.
Every day is different and that’s what makes this line of work particularly special. A different show means a different audience and different visiting company policies, so no day is the same. My role primarily focuses on driving secondary sales and providing excellent customer care. On a normal day, that means setting up the bars, being the first point of contact for patrons, helping to train staff, and making sure everyone has a great time!
What three skills do you think are most important in your role?
The first is communication. In such a large, winding, Victorian building, maintaining a strong and reliable line of communication with management and the public is so important. The second is to have passion. People visit arts venues because they’re passionate about the creative arts, so I look for that same eagerness reflected in your customer service. The third is to have fun – we’re a family at LHT!
What has been the highlight (to date) of your time at Leeds Heritage Theatres?
The people. This is the kind of workplace that’s egalitarian in helping all walks of life to develop and build skills. From the great volunteers and assistants to the many departments we work closely with, it’s so full of life and most days it doesn’t feel like work.
A painting by Andrew, exhibited at Headrow House
What is the most challenging thing about your role?
Although there’s a lot of fun to be had in this role, there are some real aspects of seriousness that can prove challenging eg remaining calm in the event of an evacuation. Or, as a supervisor, ensuring that our code of conduct is upheld.
But I think the biggest challenge I’ve felt coming into this space is the red tape associated with theatre. As someone from a lower-income background, I never attended the theatre. I associated it with rules and codes of conduct I might struggle to interpret. How do you carry yourself in an opera performance? What do you wear? And so on. I started working as a casual assistant upon my graduation from University as I wanted to stay in creative spaces. What I failed to account for is how much fun theatre is and how much work goes on behind the scenes to make it somewhere anyone can feel they belong. I would encourage any theatre newbies like myself to come say hello!
What advice would you give to anyone thinking about working in a similar role?
Keep at it! The arts are saturated and it can be difficult to earn a living within creative spaces right now. I started as a casual member of staff, with little security financially, but through a lot of hard work, I became a full-time Customer Experience Assistant. After a year, I was promoted to a supervisory role! Many of our staff also started in voluntary roles at The Varieties – so if you want to gain experience, I would encourage you to get in touch!
An exhibition curated by Andrew on Latin American Diaspora in Leeds
Andrew’s favourite things
Favourite venue – The Grand, The Varieties, Hyde Park? Why?
City Varieties Music Hall. I love working at The Grand too; all the buildings fascinate me because I love their architecture and rich history. I’m a bit of a geek for stuff like that because I read History of Art at University. But coming from a pub/bar background, nothing beats a spirited crowd for a sold-out comedian at The Varieties.
Favourite story about that venue?
I love working a job where I can get home from work and tell my housemate the most crazy stories. “Oh yeah, just another day in the office, I only went and handed a mic to one of the Spice Girls.” Or, “Oh, it’s nothing. I just pulled a pint for a Drag Race winner.” You get to meet some fascinating people in this job!
Favourite show/act/film you have seen at one of our venues?
Any access-friendly show/screening we have on. Arts access is very near and dear to me. I’ve led projects on dementia access in creative spaces and was also a caregiver for someone living with dementia. So whenever I can put those skills into practice, and see people who might not typically inhabit our spaces having a great time, it’s the best feeling!
Favourite thing to do in your spare time?
On my days off, I love painting, swimming and catching up with friends.
What would you be doing if not in your current role?
I could see myself working in an access/broadening participation role at a theatre or gallery. But as long as I’m surrounded by creative people and feel I’m contributing to the arts sector in my area, I’m happy!
Andrew hosting a talk on arts access at the University of Leeds
Andrew's revamped bar signs at the City Varieties
