Customer Experience Assistant
| Posting date: | 30 June 2025 |
|---|---|
| Salary: | £12.60 per hour |
| Hours: | Part time |
| Closing date: | 11 July 2025 |
| Location: | Birmingham, West Midlands |
| Remote working: | On-site only |
| Company: | Birmingham Repertory Theatre |
| Job type: | Contract |
| Job reference: |
Summary
Applying for this post
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
Data from your diversity monitoring form will not be shared with the recruitment panel.
The deadline for receipt of applications is Friday 11th July at midday.
Interviews will be held at The Rep week commencing 28th July.
Role Summary
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.
• 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.
• Feedback customer comments to the Duty Manager or the manager on shift.
• Act as Fire and Evacuation marshal as and when required.
Person Specification
You must have…
• 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.
Terms & Conditions
Period of Work: This is an ongoing, fully flexible, zero hours 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: £12.60 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: The paid holiday entitlement for all casual workers is 5.6 working weeks pro-rata, and your holiday pay will be calculated at 12.07% of your earnings. Holiday pay is paid in the month in which the hours are worked.
Notice Period: The notice period will be 1 week.
Location of Work: Your main place of work will be The Rep in Birmingham.
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
Data from your diversity monitoring form will not be shared with the recruitment panel.
The deadline for receipt of applications is Friday 11th July at midday.
Interviews will be held at The Rep week commencing 28th July.
Role Summary
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.
• 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.
• Feedback customer comments to the Duty Manager or the manager on shift.
• Act as Fire and Evacuation marshal as and when required.
Person Specification
You must have…
• 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.
Terms & Conditions
Period of Work: This is an ongoing, fully flexible, zero hours 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: £12.60 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: The paid holiday entitlement for all casual workers is 5.6 working weeks pro-rata, and your holiday pay will be calculated at 12.07% of your earnings. Holiday pay is paid in the month in which the hours are worked.
Notice Period: The notice period will be 1 week.
Location of Work: Your main place of work will be The Rep in Birmingham.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.