Customer Service Assistant

3 weeks ago

Birmingham, United Kingdom Midlands Arts Centre Full time

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Principal Purpose of Post*
This is a key customer focussed role for MAC and is key to visitors’experiences and to the perception of the organisation.

The Customer Service Assistant is responsible for;
- Providing a knowledgeable, efficient, friendly and professional service for the sale of tickets, commercial hires and services at MAC.
- Maintaining the aesthetic and professional appearance of all customer service aspects of the Sales and Events Area.
- Operational support to other Areas of the organisations as and when required.

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Key Responsibilities*
- Selling tickets for MAC events and for the hiring of meeting rooms and facilities over the counter, via telephone or by post, using the computerised ticketing system during the Desk opening hours, at the times of events and activities and occasionally off-site.
- Ensuring that an excellent standard of service is offered to all customers, ensuring a positive and warm welcome is given at all times.
- Taking bookings and managing the Canopy Restaurant booking system.
- Providing an energetic, professional, positive and creative approach to delivering quality service.
- Attending regular training sessions and briefings on MAC’s current and future programmes, commercial operations (including room hire), conferencing facilities, catering provision and products and to be able to proactively discuss them confidently with customers.
- Ensuring all customer queries are answered to the customer satisfaction as quickly as possible.
- Staff the welcome and ticketing desk.
- Manage the NHS/Covid19 track and trace system for all our visitors.
- Maintaining accurate customer database records, ensuring Data Protection Legislation is complied with at all times.
- Preserving and nurturing relationships with regular MAC attendees.
- When instructed, using pro-active sales techniques, including up-selling and cross-selling whilst permanently encouraging casual and new patrons to visit on a more regular basis.
- Dealing effectively with any customer issues, problems, comments and complaints escalating them to the Sales and Events Team Leader or Duty Manager as appropriate.
- Passing on all customer, staff and contractor comments to the Sales and Events Team Leader to ensure on-going customer satisfaction.
- Logging all items of lost property which are found or reported lost in line with procedure.
- Issuing and logging of radio, ticket scanners and other digital hardwares to staff.
- To adhere to MAC’s policies and procedures.
- Responsibility for the security of the Sales and Events Office in the absence of any senior member of staff.
- Assisting in the induction and training of new Customer Service Assistants.
- Producing accurate daily reconciliations and reports, rectifying any discrepancies that may occur.
- To assist in keeping all working areas clean and tidy and ensure that all health and safety policies are adhered to, including our COVID19 safe practices and arrangements.
- Attending regular Sales and Events meetings and training courses as required ensuring familiarity is kept with all current ticket offers and promotions.
- Making a positive contribution to the work of the Sales and Events team and the overall organisation.
- Building strong relationships with other departments and staff members to allow for better understanding and communication across the organisation.
- Maximising and working towards fundraising and sales targets.
- Keeping accurate records of and issuing salto door passes and artist passes to customers.
- Making clear and confident tannoy announcements across the site to inform customers.
- Assist the Duty Management Team with building evacuation.
- Stock control and management of the retail area.
- Take payment for the retail area and ensure that the is clean, tidy and presentable at all time.
- Undertaking any other tasks as delegated by the Sales and Events Team Leader, Head of Sales and Events, Duty Manager or any other Head of Departments.

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Cross Departmental Support*
Team working and cross departmental support is key to the success of the organisation and therefore MAC expect a positive attitude towards team work. At busy time, the following other tasks and duties may therefore be required:
*
Spot cleaning of the foyer area, clearing of tables and general housekeeping.
- Room and space furniture set-up.
- Sales of merchandise, ticket checks and security/bag checks.
- Spaces invigilation (including Theatre, Cinema, Gallery and Learning and Participation events).
- Food and drinks delivery to Customers.

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Equal Opportunities & Diversity*
All staff are expected to further, promote, and ensure the implementation of, the equal opportunities and diversity policies of MAC.

*
Note*
This job description outlines the principal responsibilities and duties of the post holder. It is not meant to be, nor is it, an exhaustive list of specific responsibilities and duties. The post holder will be expected to undertake any other duties which c

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