Customer Service Assistant
Cinema City, Norwich
Cinema City occupies Suckling House, the 16th-century home of Robert Suckling, Mayor, Sheriff and Burgess. The oldest surviving parts of the building date from the early 14th century. After falling into disrepair Suckling House was bought by Ethel Mary and Helen Caroline Colman in 1923. They restored it and added Stuart Hall, intended as a public space and equipped with a cinema projector and screen. In 1925 they presented Suckling House and the new hall to the City of Norwich to be used for the advancement of education in its widest and most comprehensive sense. The building was opened to the public by the Duke of York, later King George VI.
Cinema City first opened in April 1978. Between 2004 and 2007 additional screens were added and public areas extended through a comprehensive programme of rebuilding and restoration. The cinema occupies Suckling House, a partly medieval merchant's house in St Andrews Street, named after the Suckling family who owned it in the sixteenth century. Suckling Hall was last used as a residence in 1915.
https://www.picturehouses.com/cinema/cinema-city-picturehouse
In addition to a diverse programme of films, ranging from quality blockbusters to independent, classic, foreign-language and art-house, our cinemas show live HD broadcasts of productions from world-class arts venues, such as the New York Metropolitan Opera and the Bolshoi Ballet, theatre productions such as the Royal Shakespeare Company Live from Stratford-upon-Avon and National Theatre Live, art exhibitions and filmmaker Q&As.
Food and drink are integral parts of the experience here at Picturehouse with Cafés, and in many of the venues, making each cinema an exciting social hub within the communities. The recently reopened Cinema City Café and Bar offers brunch and a range of small and large plates, candidates will be expected to work in all areas of the business including taking orders at the bar and delivering food to the table.
Cinema City is part of Picturehouse Cinemas who operate 26 cinemas across the UK and are a stand-alone division of Cineworld PLC.
Vacancy
We are looking for an experienced and enthusiastic Customer Service Assistants with food and beverage, events, and cinema experience who can bring the Picturehouse way of working to this established venue.
Please note there is a requirement to work a minimum of 16 hours per week over any of the seven days with regular work at evenings and weekends.
We offer an hourly rate of £9.80 plus bonus opportunities for this role.
Location
The Customer Service Assistant vacancy is based at Cinema City, St Andrews Street, Norwich, NR2 4AD.
Application
To apply for this position please complete the full application form by the closing date.
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 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
Note: This job description reflects the present requirements of the post. As duties and responsibilities change and develop the job description will be reviewed and is therefore subject to amendment. July 2022
