Customer Contact Centre Advisor, 1st Floor, The Yard in Sunderland

Customer Contact Centre Team Member

2 x Permanent Positions - Full Time - 40 hours £26,665.60 p.a.

Positions will be working over a 7 day 6 weekly rotational shift pattern and there will be a mixture of rota days off and weekend working. The hours of operation are between 8.45am - 8pm Mon to Sat, then 10.45am - 8.00pm Sun with shifts set a week in advance. Overtime is offered as and when required.

Are you great with customers, but looking for something a little bit different? We’re looking for customer-focused staff who’d like to work in our exciting, fast-paced and interesting company. As part of our Customer Contact Centre Team you’ll make this happen. The charismatic and welcoming face of the company, you’ll offer the highest standards of customer service and care. Full of variety, this role is both fun and challenging. You’ll take responsibility for a range of tasks as part of a friendly, passionate and ambitious team, working in our Contact Centre with an ever-changing programme of events.

Reporting to the Contact Centre Team Leader, this role is office based at The Yard, Gill Bridge Avenue, Sunderland.

You will ideally have:

• Great teamwork skills!
• Great written communication skills as all customer contact will be via email and verbally via calls for this role.
• A passion for delivering great Customer Service.

We anticipate the training for these roles will take place w/c 22nd June 2026 subject to satisfactory references. Please note that the vacancy may be closed early if significant interest is received. If you have the skills to achieve our goals and an affinity for our values we’d like to hear from you! Experience from within the entertainment sector is not essential and we actively encourage applications from people from the widest range of backgrounds.

Key responsibilities

• To handle all inbound and outbound customer calls in a way that demonstrates ATG Entertainments key values to ensure you are providing excellent customer service, dealing efficiently and effectively with any customer feedback both internally and externally.
• To sell tickets for ATG Entertainments venues, productions, events, education activities and loyalty schemes.
• To up sell the ATG+ Scheme and various retail packages in order to meet company and individual targets.
• To handle customer email queries and complaints accurately, with a high attention to detail and ensuring the customer remains at the heart of each interaction.
• Ensuring that all enquiries and complaints are answered within the agreed timeframe.
• To keep up to date knowledge of productions, events, education activities, loyalty schemes and retail packages etc. to drive best in class customer satisfaction scores.
• To attend departmental/team meetings and training courses as required in order to further personal development, improve customer satisfaction scores and support sales initiatives when required.
• To administer all payment transactions accurately, and with no discrepancy in order to minimise loss of income and fraud.
• To collect patron data in accordance with company guidelines regarding the Data Protection Act and to ensure accurate data is collected in order to maximise efficiency in future sales and marketing campaigns.
• To adhere to ATG Entertainments Risk policies, and to behave so as to minimise the risk of accident and injury (of self, or of colleagues and customers).
• Other duties and responsibilities as may from time to time be reasonably required by the management team.
• Identify service problems, feedback, and where applicable recommend solutions.
• To perform all duties efficiently and with high attention to detail.

Your skills, qualities, and experience.

We welcome transferable skills from other industries. If you can demonstrate many of the essential skills, qualities and experience we encourage you to apply. We are able to provide training where necessary.

Essential

• Have experience working in a call centre.
• Have experience with Microsoft Office.
• Communicate effectively.
• Relate well to others.
• Have a great work ethic and care about quality.

About Us - Our values

ATG Entertainments values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

• THRIVE doing what we love (with passion and dynamism).
• CONNECT through every act (with collaboration and kindness).
• DARE to do different (with curiosity and courage).
• PERFORM at our best (with customer focus and ownership).

Our Corporate Social Responsibility pillars

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:

• Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
• Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
• Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.

Our culture

You’ll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures. We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.

Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone

Our stages are a platform for compelling stories stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.

We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.

We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.

If you’d like to discuss accessibility prior to applying, please email for a confidential discussion.

Salary: £12.82

Closing Date: