Customer Experience Team

3 months ago

Gateshead, United Kingdom Sage Gateshead Full time

**Reports to**:Duty Manager or** **Audience Experience Manager
**Location**:Sage Gateshead
**Working hours**: Annualised hours, 16hpw/832 hours 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**:

- Excellent communication skills
- A willingness to approach customers in a friendly manner a
- Ability to problem-solve and use own initiative
- Proactive and positive approach to work

**It also helps if you have**:

- A passion for music and a proactive approach to learning about our programme
- Experience in a performance venue
- Previous facilities experience
- A first aid qualification

**About the role **of **Customer Experience Team - Facilities** at** Sage Gateshead**

The Facilities Team is an integral part of Sage Gateshead’s operations. The team is responsible for managing resources and setting up the building in line with operational needs and providing support to other departments as required. This team is also responsible for providing first aid provision when on duty and perform key roles in our emergency evacuation procedures.

The Facilities Team act as meet and greet staff for events, providing a first point of contact, welcoming customers to the building and supporting the front of house team.

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 colleagues and customers. Members of the Facilities Team often work alone or in small groups, making time management and prioritisation of tasks vital.

Shifts vary in length and include evenings and weekends, post holders must be available at those times. Rosters are completed approximately 3 weeks in advance and there is the option to sign up for additional shifts when available.

**Your responsibilities**:
**General Duties**:

- Take pride in working as part of the Facilities Team, supporting your colleagues and sharing your knowledge
- Maintain an excellent knowledge of Sage Gateshead’s values, facilities, events, prices and programme. Act as an ambassador for the organisation
- Provide a warm and professional welcome to all service users you encounter
- Follow correct uniform protocols
- Show pride in the building: work with colleagues from other departments to ensure the building always looks its best. Keep your work areas and equipment tidy and clean. Report any issues to your manager, Housekeeping or Building Services as appropriate
- Be proactive about resolving complaints and issues: gather feedback and follow company protocols and procedures, referring to management or other relevant colleagues where necessary
- Follow the instructions of your onsite supervisor or member of management; utilise your own initiative and experience
- 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
- Follow company ICT guidelines
- Adhere to all Health & Safety measures
- Adhere to GDPR policies and procedures
- Adhere to company HR policies and procedures
- Ensure that you follow policy for keeping Shiftboard up to date [rostering software] with your availability, check rotas promptly and liaise with management at your earliest convenience if you have any issues
- Undertake any other reasonable duties as requested

**Facilities Team**:

- Ensure that the building is set up safely and presented to the highest standards each day before opening and closing.
- Ensure all resource requirements, room bookings and set-ups are completed accurately and in good time in accordance with Artifax reports
- Work independently or as part of a team as required
- Respond to and facilitate, as far as possible, late requests

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