Customer Service Assistant

4 weeks ago

West Norwood, United Kingdom Cineworld Group Plc Full time

**Customer Service Assistant - West Norwood**:
Business Area:
Internal, Picturehouse Cinemas

Job type:
Flexible Hours

**Salary**:
10.95

Job ref:
061616

Published:
about 1 hour ago

**Customer Service Assistant - West Norwood Picturehouse**

**West Norwood Library & Picturehouse is a unique, community-minded space, featuring a 4 screen cinema with a spacious Bar Café. The building is also home to the Public Library managed by Lambeth, and merges several shared spaces including a beautiful community room. This cinema has a varied film programme (including independent, foreign language, ballet & opera as well as blockbusters), fun community events and a friendly team who focus on creating the best experience for our patrons everyday.**

**£10.95 per hour - 16-40 hours per week (contracted minimum hours will be agreed on hiring) - Great perks and benefits**

We are looking for enthusiastic customer service assistants, who take pride in offering excellent hospitality and customer service to our customers. Hospitality, Bar and Barista experience is preferred but not essential. We are recruiting for full and part time positions, and due to the nature of the cinema environment, evening and weekend availability is essential.

In return we offer an incredible package of staff perks with something for everyone.
- Competitive pay
- Double Pay On Bank Holidays
- Sales Bonuses
- Late Night Working Allowance
- Unlimited Free Cinema Tickets
- Free Guest Tickets
- Free Cineworld Tickets
- Free Hot and Draught Soft Drinks
- Food & Drinks Discounts
- Eye Care Vouchers
- Paid Breaks
- Increased Pension Contributions
- Cycle To Work Scheme
- Career Development Opportunities
- Company Sick Pay*
- Employee Assistance Plan
- after one year’s service

**JOB TITLE**

Customer Service Assistant

**DIRECT REPORT TO**

Supervisor

**RESPONSIBLE FOR**

N/A at this level

**JOB PURPOSE**

To welcome and serve visitors to the cinema in an individual and informed way whilst delivering the highest standard of customer service at all times. You will support the cinema team to promote the benefits of membership and continuously drive sales, whilst ensuring a smooth running of the cinema in line with policies and procedures. You will be fully trained to perform different duties at various times across the cinema. Your duties will include Box Office duties, Retail duties, Usher duties, Bar duties and Kitchen duties with particular attention paid to customer service in all areas.

**MAIN DUTIES**

**Customer Service - You will**:
Deliver an excellent standard of customer service in line with the Picturehouse Experience Expectations through individuality, serving pleasantly and efficiently whilst managing queues effectively and having up to date product knowledge to maximise customer enjoyment and encourage repeat visits

Guide customers to their seats where necessary; following the correct ticket verification procedure including Member card holders and ensuring every person who enters the cinema has a ticket

Respond to verbal customer complaints/queries immediately, where appropriate using your own skill and knowledge to resolve or direct to an appropriate person who can assist

Be knowledgeable about the cinema’s services and facilities

Ensure all communication via radios is appropriate, clear and concise

Provide information on performance start and finish times, films synopsis and film classification

Be aware of the policy towards film piracy within the cinema and take appropriate action when necessary

Be aware of and enforce all film classifications and identification procedure

Ensure all lost property is correctly delivered to the appropriate area and logged in line with policy

Monitor screens for piracy, picture & sound quality, temperature, customer disturbance and any H&S issues

**Promoting Sales - You will**:
Be knowledgeable of current marketing promotions and raise customer awareness

Ensure sales accuracy by processing transactions, memberships and discounts correctly and in line with policy

Promote Membership through personal recommendations and upcoming films, highlighting the benefits and rewards of the Membership scheme

Promote and encourage sales through organised and attractive displays using up to date POS, ensuring rotation of stock i.e. adhering to First In, First Out (FIFO) process; and suggesting suitable additional products (such as cake with coffee)

Ensure all wastage is correctly recorded by following the wastage procedures

**Health & Safety - You will**:
Follow the Food Hygiene Regulations and Health & Safety Policies

Work efficiently using all pieces of equipment (you have been trained on) correctly and with care

Inform management immediately of any breaches or issues within Health & Safety

Help monitor maintenance or repairs advising the relevant people of any issues immediately

Open and close all areas, ensuring the relevant supporting paperwork is completed.

Undertake daily cinema cleaning

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