Customer Service Assistant, Notting Hill

**Dating back to 1911, The Gate is a gorgeous single-screen, 185 seat cinema in London's captivating Notting Hill.**:
We are currently recruiting for a 10 hour per week Customer Service Assistant with the the flexibility to work up to 20+ hours when required.

Must have availability to work weekends and weekday evenings.

**J**OB 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 including cinema, toilets, back of house areas, screens, cinema seating, all front of house areas and emptying and removing of rubbish as required

Keep informed about business changes by attending staff meetings, reading staff notice boards and asking questions where appropriate

Adhere to all current policies and procedures

Along with your main duties, you will also be expected to carry out any other duties that are reasonably asked of you.

**PERSON SPECIFICATION**

**ATTRIBUTES AND EXPERIENCE**

**Essential**:
Passionate about excellent customer service

Confident in communication with customers and colleagues

Works effectively as part of a team

Adaptable and flexible to changing circumstances

Resourceful and able to work under pressure

Available to work at key business times i.e. evenings and weekends

**Desirable**

Cash handling experience

Experience in a service related industry

An interest in and knowledge of film and Picturehouse’s programming strands