Customer Service Assistant, Epsom

Location Epsom
Business Area: Picturehouse Cinemas
Job type: Flexible Hours
Salary: £10.05 per hour
Contact name: Cris Taylor

Contact email: [email protected]
Job ref: 034775
Published: 24 days ago


Picturehouse Cinemas Limited

Customer Service Assistant


Epsom Picturehouse is a brand new Cinema, Bar & Restaurant, opening in the heart of Epsom in Summer 2022. The cinema will feature 6 screens showing the latest blockbusters, independent & foreign films as well as a range of live performances from the National Theatre, MET and the RSC.


Our passion for great cinema matches our passion for excellent food & drink, and our ground floor restaurant will feature a full menu of freshly prepared dishes and carefully selected wines, beers & spirits.


We’re looking for an enthusiastic individuals to join our Front of House team. The successful candidates will have excellent customer service skills, the ability to work as part of a team as well as independently and the passion to deliver an excellent Picturehouse experience to our customers every day.


Recruitment for this position closes on 1st July 2022 - interviews will be held on the 5th and 6th July.

We are looking for candidates aged 18 and above due to our licensing conditions.




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.




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.







  • 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



  • 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.


Picturehouse Experience Expectations


We don’t want to have customer service training that gives you scripts about how to interact with customers; we want to tell you our aspirations and let you meet them in your own way. These are set out in our four Expectations and are key in delivering the Picturehouse Experience every day.



You should be confident and knowledgeable about what we screen and what we sell. This includes being able to make relevant recommendations to customers.



You should acknowledge and interact with customers in a genuine and friendly manner, including as they leave.


Efficient Service

Customers should be served in a reasonable time – given the circumstances.


Promoting Membership

You must ask every customer if they are a member and if they are not you must give them some information on membership benefits