Front of House Team Member in London

AKT (pronounced "act") is The Personal Performance Company that may change your life. Founded by West End stars Ed Currie and Andy Coxon, AKT is by and for those who are "Born to Perform" — on the stage, at work, or in life.

In 2020, The Deodorant Balm made its stunning debut to rave reviews and awards from Vogue, GQ, Esquire, and Harper's BAZAAR. Plastic-free, aluminium-free, and gender-free, The Deodorant Balm instantly resonated with those looking for a natural deodorant that genuinely worked. Five fragrances and over 700,000 happy armpits later, The Deodorant Balm is already becoming a household name.

To this day, every new AKT product is put through its paces by London's hard-working theatre community to ensure it lives up to the high standards of its founders. As a rule, AKT's products don't break character — ever. It's this effectiveness that has propelled AKT from the backstage to bathroom cabinets, bedside tables, duffel bags, and carry-on luggage worldwide. And the good news is — the performance is just getting started.

About The Role:

• Delivering a five-star customer experience, every single time. As the face of AKT, you’ll be the first point of contact for our cast, bringing energy, empathy and polish to every interaction.
• You’ll support your teammates and FOH leadership by keeping things running smoothly behind the scenes, offering service that’s as high quality as our products, and ensuring every customer feels like life’s leading character.

Requirements

• Customer Support: Deliver timely, thoughtful, and confident responses that turn every cast interaction into a five-star experience.
• Product Knowledge: Maintain an expert understanding of our range to provide personalised advice and build trust with our cast.
• Issue Resolution: Handle complaints and tricky moments with empathy and composure, aiming for quick and satisfying outcomes.
• Communication: Represent the AKT tone of voice in all written communication.
• Feedback & Reporting: Spot patterns in customer queries and escalate insights to help shape future improvements.
• Order Management: Support order tracking, delivery queries, and post-purchase care with precision and care.
• Team Collaboration: Work closely with the whole FOH team to keep internal processes smooth and cast needs at the heart of everything.
• Operational Excellence: Contribute to admin tasks and one-off projects that keep our customer operations running seamlessly.

About You:

• Experience in a customer-facing role (e.g. customer service, retail, hospitality, or front-of-house).
• Current or background in theatre, performance or the arts.
• Excellent written and verbal communication skills, with a natural ability to adapt tone and connect with different audiences.
• Strong organisational skills. Able to manage multiple customer queries with care and attention to detail.
• Confident using email, messaging platforms and support tools (training provided on specific systems).
• Previous experience in e-commerce or working with a growing consumer brand.
• Familiarity with platforms like Shopify, Gorgias or similar customer service tools.
• An understanding of luxury or sustainability-led brands and what great service looks like in that space.

Benefits

• This is a great opportunity to make a real impact and join the business in its next stage of growth having launched in the USA last year.
• Flexible Working Policy: work from home and at our Oxford Circus office space.
• Required Monthly "team days" in London.
• Funny, kind and inclusive work environment. We are banter, but we get sh*t done.
• To be a part of a collective of creatives: at AKT brand is number 1.
• Everybody is welcome. AKT London is for everyone. We believe that an inclusive work environment and a diverse, empowered team are key to achieving our mission.
• Our products are gender free and built for every BODY to help give them the confidence to step onto their stage - whatever that may be - and PERFORM. Our work environment is no different.
• AKT London is an equal opportunity employer. We do not discriminate based on race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.
• We commit to a focused and sustained action to dismantle racist systems, policies, practices, and ideologies within ourselves and our networks. We have zero tolerance for intolerance.
• With our Founders belonging to a minority community, we commit to difference and diversity from the beginning, and we know what a rich and creative work environment can cultivate.