Customer Experience Assistant at Birmingham Repertory Theatre

To apply for this post please complete the online application process on our website: https://www.birmingham-rep.co.uk/get-involved/careers-and-vacancies.html

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*we accept other forms of submission including video and audio recordings.

The Rep is a Disability Confident Employer. If you would like to apply under this scheme please selection this option on our application portal.

The Rep supports and encourages applications from refugees seeking asylum in the United Kingdom. We will guarantee an interview to any refugee if they meet the minimum criteria for the job vacancy and has the legal right to work in the UK. If you would like to apply under this scheme please select this option on our application portal.

We want you to feel comfortable and prepared for your interview so that you are able to show case all your brilliant skills and experience. For those with access needs we are able to offer numerous adjustments including: sending out questions in advance, allowing more time for tasks or applications, re-wording questions, providing a BSL interpreter or whatever else you might need. Don’t be afraid to talk to us at [email protected]

This is a rolling recruitment campaign.

Interviews will be scheduled when suitable candidates apply.

Immediate start dates are available.

Guidance

Please read the job description carefully before starting your application to ensure that you meet all of the essential criteria and are able to provide evidence in your application to support these areas. Only relevant information will be considered when shortlisting candidates.

In line with GDPR, your application will be retained securely for 6 months before being destroyed if you are unsuccessful.

Vacancies will generally close by the deadline, however, we reserve the right to close the vacancy early if we receive a high volume of suitable applicants. We therefore advise candidates to submit their applications as soon as possible if they wish to be considered for the role. Any applications made after the deadline will not be considered.

Role Summary

Established in 1913, The Rep has an unparalleled history as a pioneering repertory theatre and the launch-pad for some of the most exciting talent in UK theatre both past and present. Today it is a producing powerhouse with three auditoria – The House, 820 seats; The Studio, 300 seats; The Door, 150 seats – as well as extensive on-site production facilities.

Under the Artistic and Executive leadership of Sean Foley and Rachael Thomas the theatre is in the midst of a process of significant renewal, with the vision of being a national and international centre for artistically ambitious popular theatre in all its forms: comedies, dramas, musicals, dance-theatre and family shows. Revivals, new work and commissions will play in all three theatres. Many of its productions already go on to enjoy future life through commercial transfers and national/international tours.

These are exciting times for The Rep and the city of Birmingham. The UK’s ‘second city’ has the youngest population in Europe, and is the most multicultural city in the UK. It is a city full of dynamism and energy, and currently undergoing its own renaissance as one of the fastest growing cities in the country.

Part of The Rep’s mission is to ensure that its programme is truly representative of the city it serves, and we aim to imaginatively engage with the people of Birmingham and beyond to create productions that fill our theatres with its people. In every endeavour, we promote inclusivity, diversity, and equality.

We are currently looking for a number of dynamic individuals who are passionate about delivering exceptional customer service to ensure all users of The Rep enjoy a memorable, First Class experience. As part of the Customer Experience Team you will be responsible for welcoming visitors to the theatre and directing them accordingly, whilst ensuring the safety of the public during their visit. You will co-ordinate building activities as directed by the Duty Manager, and respond promptly and appropriately in the event of unplanned situation.

Main Duties and Responsibilities

• Provide exceptional customer service to all users of the venue including audiences, staff, visitors, delegates and local workers.
• To be an ambassador for the business, knowing that you represent The Rep and that your interactions with customers will leave a lasting impression.
• To cover all Front of House positions, including doors on the auditoria, cloakroom, Café, Bars, and pop up bars.
• To be driven by commercial targets and Key Performance Indicators (KPIs) in order to maximise the theatre’s potential revenue, which supports The Rep’s charitable activities.
• Demonstrate an up to date knowledge of the show schedule and building activities in order to provide customers with relevant information and point them in the right direction.
• Demonstrate product knowledge of wines, beers and spirits on offer (training will be provided) and be familiar with prices, discounts, promotions, memberships and other Rep schemes.
• Proactively sell a number of items including (but not limited to) food, beverages, ices, programmes and merchandise.
• Accurately and efficiently operate EPoS/till systems and PDQ/card terminals in order to process transactions.
• Handle cash when working on Café and Bar positions in accordance with the theatre’s cash handling procedures.
• To carry out a thorough pick up at the end of each performance, placing any rubbish in the appropriate area.
• To have a meticulous eye to ensure the highest standards are in place at all times, with areas clean and clear and ready to use. Ensure all areas are free of hazards.
• A commitment to developing and implementing equality, diversity and inclusion principles through your work.
• Going above and beyond for those with additional needs, bearing in mind that needs and requirements are not always visible.
• To demonstrate good communication skills and ensure relevant information is shared within the Customer Experience Team, and beyond, with other key departments and roles within the venue.
• Maintain accurate paperwork when on shift, such as sales logs, evacuation register, refusals log etc.
• Escalate a situation accordingly should it require the attention of a Duty Manager or the Sales & Ticketing Team.
• If relevant, feedback customer comments to the Duty Manager or the manager on shift.
• Demonstrate knowledge of weights and measures and any other relevant rules when serving alcohol (training will be provided).
• Act as Fire and Evacuation marshal as and when required.
• Opportunity to qualify as a First Aider if this is of interest in order to assist with First Aid incidents and administer First Aid when on the job.

General Responsibilities

• Adhere to and implement the guidelines, procedures and policies of the company as detailed in the staff policies (available from the staff handbook).
• Complete all mandatory training and e-learning
• Play a role in the life of the company and work across departments to develop a positive and engaged organisational culture including playing active and positive roles in staff forums/committee’s.
• Be aware of, and comply with, rules and legislation pertaining to Health & Safety at work and abide by the procedures set out in the Health & Safety Policy.
• Be aware of, and comply with, rules and legislation pertaining to data security, and GDPR, at work and abide by the procedures set out in the Data Protection Policy.
• All staff are expected to demonstrate an understanding of, and adherence to, our safeguarding policy, including a duty to report any issues of concern.

Any other duties

The duties and responsibilities set out should not be regarded as exclusive or exhaustive. The post-holder may be required to undertake other reasonably determined duties and responsibilities within the organisation which are appropriate with the level of the role without changing the general character of the post.

The post-holder may also be called upon to carry out duties that would not normally be associated with the post on a temporary basis where there is a strong organisational requirement for that to happen. The post-holder would be given appropriate training and equipment to carry out any duties of this kind.

Key relationships

This role forms part of the Customer Experience Team which is led by the Commercial Director. You will be managed by the Customer Experience Manager.

This structure may change from time to time based on business need, but reflects the broad areas of responsibility.

Internal

• Fellow Customer Experience team members
• Departmental Managers and Senior Leadership Team members
• Team members and managers from other departments within The Rep and Unique Venues Birmingham (UVB)
• Security Concierges

External

• Audiences, visiting companies, suppliers, delegates, local workers, users of the theatre and the public
• Contractors such as security and agency workers

Person Specification

You must have…

• If you do not demonstrate that you meet all these criteria you may not be shortlisted.
• Excellent customer service skills are essential.
• Experience in a customer focused environment is essential.
• Experience working in a restaurant or bar.
• Experience of cash handling and reconciliation is essential.
• Worked as part of a team.

Personal attitudes

• Positive and helpful attitude.
• Flexibility, dedication and commitment.
• Ability to assess situations and make appropriate decisions.
• Willingness to learn new skills and activities.
• Ability to work and contribute as a valued member of a team.
• Excellent communication and interpersonal skills.
• Work well under pressure and when juggling priorities.
• Responsible and responsive.
• Understand the importance of good internal and external customer relations.
• A keen eye for detail and a commitment to excellence.
• Professional appearance and manner.
• Excellent time keeping.
• Reliable and take a positive and enthusiastic approach to work.
• Ability to work weekends, evenings and unsociable hours.

It would be great if you had…

If we need to choose between candidates who meet the essential criteria, we may take these factors into account.

• An interest and knowledge of the theatre
• Experience of administering First Aid
• Previous experience assisting in the event of an emergency, having played a pivotal role within an evacuation

Qualifications

• Good standard of literacy and numeracy
• First Aid trained (desirable)
• Ability to use British Sign Language (desirable)

Terms & Conditions

Role: Customer Experience Assistant

Period of Work: Ongoing

Casual Contract: Zero Hours, fully flexible contract. As the employee you will provide availability and be engaged by the business based on that availability, as and when required.

Requirement to work at least 1 shift per calendar month.

Pay: £10.90 per hour

Hours of work: Majority of shifts will be scheduled for evenings and weekends. Overtime will be paid in line with BECTU/UK theatre agreement provisions which you can find more about here: https://members.bectu.org.uk/advice-resources/library/2586

Holidays: 20 days per year plus public holidays pro rata. The holiday year runs from 1 September to 31 August each year for permanent staff.

Notice Period: The notice period will be 1 week.

Location of Work: Your main place of work will be The Rep in Birmingham, but you may be required to work permanently or temporarily at other locations locally.

Job Types: Part-time, Zero hours contract

Salary: £10.90 per hour

Schedule:

• Monday to Friday
• Weekend availability

Work Location: In person