Customer Service Assistant

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

The Customer Service Assistants are responsible for;
- providing knowledgeable, efficient, friendly and professional customer service to the public and all users of the centre.
- ensuring the safety and security of all users of the site.
- assisting with the maintenance, efficient operation and safety of all relevant equipment, facilities and art work on site.
- maintaining the aesthetic and professional appearance of each of the public areas and relevant staff areas.
- maintaining and supporting the organisation to achieve it’s aim, working around MAC’s opening hours to ensure facilitation of public and private events.

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Key Responsibilities*

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Public Safety*
- proactively maintaining a thorough knowledge of safety and emergency procedures, attending training sessions, engaging in team briefings and reading any relevant literature provided.
- undertaking the Customer Service Assistant checks for your assigned area reporting any abnormalities or issues to the Duty Manager.
- ensuring all accidents are reported to the Duty Manager and are recorded correctly.
- ensuring that any incidents are reported to the Duty Manager as soon as possible.
- liaising with the Duty Managers, security staff and cleaners to ensure any potential or actual hazards are reported and minimised and managed appropriately.

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Customer Care*
- ensuring that an excellent standard of service is offered to all customers and ensuring a positive and warm welcome is given at all times.
- providing an energetic, professional and creative approach to delivering quality service.
- ensuring all customer queries are answered to the customer’s satisfaction as quickly as possible.
- passing on all customer, staff and contractor comments to the Duty Managers to ensure on-going customer satisfaction.
- maintaining good housekeeping within all areas at all times.
- 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 being able to proactively discuss them confidently with customers.
- distributing publicity and marketing materials to the audiences as required.
- engaging with and, where appropriate, assisting any visitors with additional needs.
- effectively dealing with any customer issues, problems, comments and complaints and escalating them to the Duty Managers as appropriate.
- reporting anti-social behaviour and barred/banned visitors.

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Cinema and Performance Venues*
- being aware of and familiar with all information pertaining to current and future screenings, performances and related activities.
- checking tickets prior to the start of all ticketed events.
- assisting customers in finding their seats.
- assisting latecomers to their seats in line with procedure with mínimal interruption, and refusing entry to any customer who arrives later than the agreed point.
- carrying out bag searches before allowing any patrons into the auditorium.
- liaising with Welcome Desk team to confirm start and end times and to ensure appropriate announcements are made.
- working outdoors where necessary.

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Meeting Rooms*
- assisting with the turning around and setting up of hospitality/meeting/conference rooms.
- undertaking spot cleaning of hired facilities between bookings.
- operating all technical-related equipment as directed.
- being the main point of contact with clients, liaising with the Duty Manager and Head of Sales and Events as appropriate.

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Gallery Spaces*
- being aware of and familiar with all of the information pertaining to current and future exhibitions and all supporting information and related activities.
- being familiar with the exhibits, regularly checking their condition.
- checking that all lighting levels are correct and that any technical equipment is operating correctly.
- keeping an accurate tally of the number of visitors to the gallery spaces.
- ensuring the spaces are clean and tidy at all times, undertaking light cleaning duties if required.

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Learning Support Worker Role*
Supporting Learning and Participation Tutors during classes.

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General Duties*
- undertaking portering duties between venues, moving furniture and equipment across the site and between conference spaces.
- acting as fire and evacuation marshal as and when required.
- selling programmes and merchandise.
- ensuring that data protection legislation is complied with at all times.
- assisting in the induction and training of new Customer Service Assistants.
- escorting authorised visitors/contractors to restricted areas.
- assisting with general building maintenance as and when required.
- communicating and assisting other members of the customer services department to ensure the smooth running of the building.
- undertaking administrative duties and mainta