Customer Service Assistant, Piccadilly

Business Area: Picturehouse Cinemas
Job type: Full Time Contract
Salary: £10.05
Contact email: [email protected]
Job ref: 035955
Published: about 2 months ago

Picturehouse Cinemas Limited

Customer Service Assistant, Picturehouse Central


Application deadline: 3rd July 2022

Job Types: Part-time (18-24 hour contracts available) Please note there is a requirement to work over any of the seven days with regular work at evenings and weekends.


Interviews will be held on 9th & 10th July. Inductions will be held on 16th & 17th July - applicants must be available to attend these dates as we're unable to offer alternatives. 


Picturehouse Central is a 1000 seat, 7 screen cinema in the heart of London’s West End complete with a café, first-floor restaurant and bar, overlooking the neon lights of Shaftesbury Avenue’s theatres, and our exclusive Members’ Bar and terrace.


In addition to a diverse programme of films, ranging from quality blockbusters to independent, classic, foreign-language and art-house, Picturehouse Central includes a core programming strand dedicated to championing documentaries. The cinema also shows 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.


As our flagship West End cinema, the very highest standards of customer service and presentation will need to be maintained at all times. Both café-bars and the Members Bar are an integral part of the experience here and a passion for and/or experience of an F&B offering is desirable.


Picturehouse Central is part of Picturehouse Cinemas who operate 26 cinemas across the UK and are a stand-alone division of Cineworld PLC.




The Job Title is based at Picturehouse Central, Piccadilly Circus, Corner of Great Windmill Street and, Shaftesbury Ave, London W1D 7DH.



Customer Service Assistant






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.






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. Nov 2018