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Customer Experience Team Member

3 months ago

Gateshead, Gateshead, United Kingdom Sage Gateshead Full time

Reports to:
Duty Manager or
Audience Experience Manager

Location:
Sage Gateshead

Working hours:
Annualised hours, 10hpw/520hours per year. Hours will be as required during operational hours, including evenings, weekends and bank holidays. Applicants must be 18 or over.

Salary:
National Minimum Wage

About Sage Gateshead
We are an international music centre based on the banks of the River Tyne.

We are a unique venue where artists from across the world perform and audiences from a wide range of backgrounds come to hear, make, and enjoy all types of music.


We support local people to be creative, to develop a passion for music and put music at the heart of communities.

Our artist development programme provides local artists with the opportunities they need to develop a career in music.

We support young people to make music in our building and in the wider community through programmes such as In Harmony Newcastle Gateshead.

We believe our work makes life better for people in the North East. We're building a creative, diverse, and passionate team and that's where you come in

About you


Are you self-motivated, happy working in a team environment and flexible enough to adapt to a changing environment? If this sounds like you, here are some specific types of experience that will help you hit the ground running.


You must have proven experience, skills or knowledge of:

  • A passion for live events and music
  • Good communication skills
  • Ability to work well within a team environment, and independently as necessary
  • A willingness to engage with our audiences in a friendly and helpful manner, at all times representing Sage Gateshead
  • Proactive and positive approach to work

It also helps if you have:

  • Previous customer service experience

About the role of
Customer Experience Team Member at
Sage Gateshead


The Customer Experience Team (CET) is the first point of contact for customers calling or visiting Sage Gateshead and attending events.

All members of the Customer Experience Team are trained to steward the building, events and shows, and to work on the Coats Desk.

Within the team there are additional specific roles including with our Box Office and Meet & Greet.


For any of these roles you must be able to demonstrate that you are extremely proactive, friendly, flexible, good at problem-solving and happy to engage with a huge range of customers.

You may also be required to work in our retail outlets.

Our internal policy is that we will never give you a shift less than 3 hours long.

Your responsibilities:

Customer Experience Team:

  • Maintain an excellent knowledge of Sage Gateshead's values, facilities, events, prices and programme. Act as an ambassador for the organisation
  • Take pride in working as part of the Customer Experience Team, supporting your colleagues and sharing your knowledge
  • Maximise training opportunities when offered to ensure that you our team is equipped with specialist skills for customer service, and enhanced accessibility knowledge
  • Act as team champions sharing your enhanced knowledge with colleagues whenever relevant
  • Provide a warm and professional welcome to all visitors
  • Follow correct uniform protocols
  • Be proactive about resolving complaints and issues: gather feedback and follow company protocols and procedures, referring to management or other relevant colleagues where necessary
  • Be flexible about working across different areas and follow the instructions of your Supervisor or Manager
  • Show pride in the building: work with colleagues from other departments to ensure the building always looks its best: help keep leaflets stocked and café tables cleared. Report any issues to your manager, Housekeeping or Building Services as appropriate.
  • Play an important role in ensuring public safety: maintain an up to date knowledge of emergency procedures, follow briefings and instruction from managers, and report any health and safety issues immediately
  • Act as an evacuation marshal in the event of an emergency, following the fire strategy [full training will be provided]
  • On occasion you may be required to participate in bag searches, as part of our safety and safeguarding procedures
  • Accept appropriate individual responsibility for the implementation of the Trust's policies on Equality and Diversity, Health and Safety, Customer Care and Licensing.
  • Observe and follow all GDPR practices
  • Ensure that you follow best practice for keeping Shiftboard up to date [rostering software] with your availability, check rotas promptly and liaise with management at your earliest opportunity if you have any issues
  • Follow company ICT guidelines
  • Undertake any other reasonable duties as requested

Meet & Greet Team:

  • Approach, welcome and help customers as they arrive
  • Help customers with access requirements and equipment as needed
  • Set up ice cream trays and programme bags, deliver them to hall staff and cashup
  • Cou