Casual Customer Experience Team Member

**JOB DETAILS**:***

**Job reference**

REQ01078

**Date posted**

03/10/2024

**Application closing date**

18/10/2024

**Location**

Dartford

**Salary**

£11.44 Per Hour

**Package**

**Contractual hours**

0

**Basis**

Casual

**Job category/type**

Front of House

**Job description**

**Casual Customer Experience Team Member**

Providing a friendly welcome to our patrons attending both performances and events at the Orchard Theatre. Assisting with all patron enquiries in a professional and calm manner. Supporting the Volunteer Usher team during performances.

**ABOUT TRAFALGAR ENTERTAINMENT**

(TE) Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a premium international live entertainment business focussed on new productions, venue ownership, Performing Arts education, theatre ticketing, the distribution of live-streaming innovative content and the provision of great theatres where people can come together to share in the experience of live entertainment. TE is home to Trafalgar Theatres, The Chiswick Cinema, Trafalgar Theatre Productions, Trafalgar Releasing, Trafalgar Tickets, Stagecoach Performing Arts, Drama Kids/Helen O’Grady Drama Academy, ticketing company London Theatre Direct, Stagedoor, Jonathan Church Theatre Productions, and Imagine Theatre. ABOUT TRAFALGAR THEATRES Trafalgar Theatres is the venue-operating division of TE. We currently operate 16 venues; including 14 in the UK regions; the Trafalgar Theatre in London’s West End and the Theatre Royal in Sydney. We’re growing fast, we’re confident in what we do, and we’re ambitious about the future. There’s never been a better time to get onboard.

We are passionate about entertainment, audiences, and the live experience and we value Creativity, Collaboration, Excellence and Respect.

**ABOUT YOU**

A polite, friendly and calm professional with significant experience in the theatre, music or live-entertainment space, you’ll be a self-motivated, engaging and dynamic leader. Commercially savvy, enthusiastic and capable of influencing others (including senior members of the TE team and third-party producer clients) you’ll be energetic, proactive, results-focussed and creative in your approach. You’ll be resilient, able to communicate clearly and excellent at forming working relationships with others.

**KEY RESPONSIBILITIES**
- Available to work weekdays, weekends and bank holidays which will include daytime and evening shifts.
- To provide a warm welcome to all patrons to the venue with a polite, friendly and professional manner.
- The scanning of tickets for all patrons on both performances and events.
- Provide excellent customer service and can effectively deal with criticism and complaints.
- To work alongside the Volunteer Usher team within the auditorium to deliver an enjoyable and positive experience for our patrons.
- To sell and actively promote all show products including programmes, ice creams and merchandise.
- Adherence to and responsibility for emergency and evacuation procedures.
- Collaborate with the other venue departments to ensure the set up and delivery of all events.
- To be an ambassador for the Orchard Theatre within the Customer Experience Team, positively promoting the theatre and its performances.
- Cultivation and management of continuous relationships between The Orchard Theatre and its patrons.

**REQUIREMENTS**
- Must be available to work on weekends, evenings and Bank Holidays.
- Be organised, to have a professional attitude and be able to thrive in a fast-paced environment.
- High level communicational skills along with excellent customer service skills when dealing with colleagues, public, stakeholders and industry colleagues.
- Literacy and computer literacy skills appropriate to the post.
- Knowledge of till/sales systems.
- Excellent attention to detail.
- Have an understanding and working knowledge of health and safety requirements.
- To be flexible to business needs and to work calmly and efficiently under pressure.
- To have a basic understanding of the surrounding area.
- Demonstrate enthusiasm for live theatre and entertainment.
- Previous experience in a customer facing/service environment and working as part of a team.

**PERFORMANCE MEASURES**
- Four Pillar Customer Service Training
- Monthly Mystery Shopper reports.

Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are curious, courageous and ambitious, empowering people to challenge and innovate in pursuit of excellence.

**Interviews: Tuesday 5th November 2024