We are looking for an experienced and enthusiastic person who can bring a passion for excellent customer service to this exciting venue.
In return we offer an incredible package of staff perks with something for everyone, this includes:
Competitive pay, double pay on bank holidays, sales bonuses, late night working allowance, unlimited free cinema tickets, free guest tickets, free Cineworld tickets, free hot drinks, food & drinks discounts, eye care vouchers, paid breaks, increased pension contributions, cycle to work scheme, career development opportunities, company sick pay*, employee assistance plan, and free 24/7 virtual GPs.
Responsibilities of a Customer Service Assistant include but are not limited to:
* Cash Handling
* Food Handling & preparation (Including Stock Replenishment)
* Alcohol sales
* Heavy Lifting
* Compliance with Health and Safety Regulations
* Increasing Sales
* Maintaining Standards
* Following Policies and Procedures
* Dealing Face to Face with large Groups of People
We’re passionate about our People and their careers.
*after 1 years’ service.
Customer Service Assistant
DIRECT REPORT TO
N/A at this level
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.
ATTRIBUTES AND EXPERIENCE
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